Effective knowledge management with Kayako helpdesk software

By construction a well organized and simple to navigate knowledgebase, your customers get encouraged to search and find their own answers to simple queries. The more knowledge that can be collected and reused, the more agent time can be spared and the quicker issues can be diagnosed and resolved.

The larger the establishment, the larger the potential for ‘knowledge leak’ and wasted resources. Knowledge that goes spoken, or recorded knowledge that gets missed when handling a support issue results in overlapping work and inefficiencies.

It is vital to use effective knowledge management tools – to make sure that:

New knowledge gets captured and recorded at the point of discovery;
Existing knowledge gets effectively searched to find articles which force help in the resolution of an issue;
Existing knowledge is presented to both customers and agents in a way that encourages the knowledgebase to be searched used – in a user-friendly and simple-to-navigate way;
Recorded knowledge can be evolved and collaborated on.

Kayako SupportSuite, eSupport and LiveResponse provide a number of features that facilitate all of these processes and requirements. This is how Kayako customers save their agent’s time, get more work done, save on resources and produce pleased customers:

Simple to use tools to collaboratively build a perfectly usable (for both your agents and users) knowledgebase.
Articles can be marked as private (for agent’s reference only), recruit (for auditing) or published.
Tools to capture knowledge at creation – ticking a box when replying to a support ticket takes the agent directly to an article creator, by content from the support ticket as a basis.
Instant Response System (a Kayako innovation) automatically searches the knowledgebase and suggests answers as users type out their support query.
Live search is also available to agents when composing support tickets.
Knowledgebase articles can be dropped into support ticket responses with a single click.
Solicit pointer with article commenting. Comments can be moderated before being published.
User ratings enable you to audit articles which are deemed unsatisfactory by your users, and what needs improving.

Construction the knowledgebase

All of Kayako’s best help desk software solutions come with powerful knowledgebase management and publishing tools. You can make articles, organized into categories (and subcategories) and circulate them to a knowledgebase in your support desk.

Managing nested knowledgebase categories

Knowledgebase articles can be published to multiple categories (and separate knowledgebases can be maintained for different satellite support desks). The articles can be abridged either in simple plain text, raw HTML or by a more advanced WYSIWYG editor, with formatting controls

Editing a knowledgebase article

Capturing knowledge

When composing a ticket response, the agent is can tick a “Knowledgebase” box. Ticking this box means that when the response is posted, the agent is full to the knowledgebase area with the article editor already populated with the agent’s ticket response.

It sounds simple, but Kayako customers have reported fantastic results by cheering their agents to use this feature. Construction the knowledgebase while information is still fresh becomes a passive, untreated course of action while attending to day-to-day support desk duties.

Instant Response System – automated answers from the knowledgebase

The Instant Response System is a Kayako innovation. When users start typing out their opening thought to a ticket, IRS automatically searches the knowledgebase for relevant answers as the user types out their query (the more they type, the more relevant the suggestions get).

Instant Response System automatically suggesting answers as a user types out their ticket

IRS encourages users to refer to the existing knowledge in the knowledgebase. If they find an answer to their query it will save your agent’s time and your support desk resources (and provide a sense of self-satisfaction to your users!).

You can get a feel for the knowledgebase from a user’s point of view by browsing our own. New to Kayako and interested in construction your own knowledgebase?<a href="http://www.kayako.com/best best help desk software software-software-trial.php”> Take a free 30 day, no obligation trial!

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