Webinar on Reduce your Support Tickets by 2x with Knowledge Base
With the average company handling 578 support tickets daily, 3,991 weekly, and 17,630 monthly, managing ticket volume can feel overwhelming. A powerful solution to this challenge is a self-service knowledge base, which empowers customers to find answers quickly, reducing the ticket volume. *Source: Live Agent
In this webinar, Selvaraaju Murugesan, Head of Data Science, Kovai.co, revealed the secret sauce to building a self-serve model knowledge base, and using metrics to track customer behavior with content.
𝐊𝐞𝐲 𝐭𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬:
► The traditional method relies on phone calls to support agents, whereas the modern customer service uses support portals for customers to raise and track tickets.
► Repetitive questions, complex queries, peak demand and sudden spikes due to new feature releases.
► Tickets are categorized by priority (low, medium, high), each with specific resolution times. Internal KPIs include response time, solution effectiveness, and accuracy.
► A knowledge base, with key features like quick content creation, content sharing, 24/7 availability, and integration with support tools, provides essential product and service information to customers to solve problems independently and reducing the need for direct support while reducing waiting times.
Demo Highlights:
A live demo of Document360 showcased content creation, management, customization, integration features, and a testimonial from Fastmag on how they reduced support tickets with Document360.
𝐏𝐏𝐓 𝐒𝐥𝐢𝐝𝐞𝐬: https://bit.ly/Reducesupportticketswi...
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