Crafting a Knowledge Centric Support Desk
Customer Support Operations can range from basic to complex. Most of us have come to expect automated recordings, long waits and the taxing process of having to carefully explain our situation multiple times.). It is no wonder that customers, as well as agents, get frustrated in the process. A frequently overlooked component of customer support is the integration of knowledge management into the support process. Being able to quickly and effectively deliver knowledge when needed [...]
Maximizing your Knowledge Base Software
Celebrating its tenth year, the Novo Knowledge Base Software is still one of our most popular support applications, and it is easy to see why. Our customers come to us with a need to effectively store and retrieve their company knowledge, and within days can populate a robust knowledge base. We often learn, however, that after the initial push there can be a tendency to neglect the knowledge base, resulting in outdated and inadequate data. [...]
Moving Knowledge to the Cloud
In this time known as “The Information Age” data is piling up and managing it is becoming increasingly complex. File cabinets are becoming a thing of the past as more companies are managing their knowledge electronically. In the beginning, organizations began scanning paper documents and transferring/creating data into word processing or knowledge management format. As knowledge management grew, people began using web-based tools to be able to access data from any location. Moving your knowledge [...]
Using your Knowledge Base Software to fill in gaps!
For those of us in the US, Memorial Day weekend launches the beginning of the summer season. Up through Labor Day many workers take vacations with their families and friends. Many businesses have to slow down production as workers fill gaps to cover for one another, or tasks may get postponed altogether. This can wreak havoc on businesses that may already be short staffed. Why not use your knowledge base software to help fill in [...]
Cloud Asset Management Software
Today, more than ever, people need effective ways to track their IT, equipment, vehicles and other business assets. On any given day we are contacted by people looking for a better solution than spreadsheet management or an inferior tool they may be using to get by. It is easy to see why. The costs associated with managing assets have to be considered as much as initial purchase costs. Cloud Asset Management is a trend that [...]
Shared Services | Free White Paper
Repeat customers are a building block of most successful businesses, but not so commonplace in the software industry. Because specialty software is typically a one time purchase, most vendors make just a single sale per customer. This is not the case at Novo Solutions! Because our solutions are highly flexible and adaptable to multiple departments, what starts out in an IT department finds it's way into other workplace environments. It just makes sense. Companies can [...]
Empower Employees With a Company Knowledge Base
Whether you are currently running your business with fewer employees or hiring new ones, the company knowledge base is a great tool for managing employee knowledge. Current Employees - have a wealth of training and experience invested in them. Documenting this knowledge allows knowledge sharing among employees and management. Lessons learned and best practices can be shared resulting in increased operational effectiveness. Incentives can help employees participate in contributing valuable knowledge to the repository that [...]
Engaging Social Media as a Customer Support Tool
Nothing compares to a strong, web-based, customer support tracking tool to streamline and manage customer support requests, but today more and more customers are taking their requests and complaints into social media. Savvy customers know that organizations do not want negative comments on their facebook pages and can get fast resolution going that route, but did you know that social media can also be a great way to proactively manage your customer support? From [...]
The importance of providing first-rate Customer Support!
It’s a given, if you have customers you have support issues. Whether you serve retail customers or other businesses, support issues occur and must be resolved. Today, more than ever, providing first-rate customer service is necessary to earn and keep your customers. Some contributing factors to increased expectations are: We have become used to getting information quickly. When we have to wait a few seconds can seem like an eternity. Many businesses are running [...]
Improving Customer Service with Knowledge Base Software
It is a well known fact that great customer support is an essential key to a successful business. It is a primary piece that should be constantly evaluated and refined, looking at all aspects of your customer support practices. One element that can get 'left behind' is the customer self-help knowledge base. It can be a big undertaking to put all of the FAQ's and customer information into the knowledge base. Once done it [...]