Do you really need a knowledgebase?

[energizedit]

Do you really need a knowledgebase?

If you have a knowledgebase can you tell me if your clients actually use it? I think I would prefer to just disable this feature in Client Exec.

Mark

[~ServerPoint~]

Mark.
You need to expect the customers (new) which might have no idea about web hosting and what exactly it is
I believe that is really important

[pwslinks]

Question. If you enable it would it cost you so much burden?

[HostEase]

Of course you need knowledgebase to your clients.

[GlasirHost]

It's always a good idea to maintain a knowledgebase for the sake of less knowledgeable clients.

A solid knowledgebase for most hosts can probably be written in a few hours, and given the time that you might save on answering support tickets that could have been answered with it, it seems to be a no brainer.

Any time spent when you're free that could lessen the support load is both time and money saved.

[lusi47]

Hello

Thanks for sharing this
I think that a knowledge base is important unless you have a wiki or forums (other search able places where customers can find answers.) Ultimately the purpose of the knowledge base is to reduce support costs by helping customers answer their own questions.

If its not full of articles though, its just going to be sad. Maybe best to disable it until you have time to populate it

Thanks

[infrenion]

Self Help tools like knowledgebase is important now a days to keep your support tickets low.

[CodyBane]

You will be able to tell if they're using it simply be checking your web stats. If you don't have any either install awstats or activate google analytics on your site.

[RH1]

Most definitely a plus and helps you out a lot. before I made our extensive KB I was handling a lot of trouble tickets. Did that up, made it easy and accessible and cut my support tickets 80%

[Hosting India]

Knowledge base is very important for the sites selling online products. You and your clients can use them when ever they need any help, asking you every time instead

[~ServerPoint~]

Most definitely a plus and helps you out a lot. before I made our extensive KB I was handling a lot of trouble tickets. Did that up, made it easy and accessible and cut my support tickets 80%

Indeed. We always refer to the knowledgebase users with the most common questions

[sequencehosting]

When I first started Sequence Hosting I didn't expect anyone to use the knowledge base but I can tell you from experience it's very important. As soon as we receive a couple of support tickets on a topic we add the answer to our knowledge base and it reduces support requests.

If your just starting out make sure you add something and don't leave it empty. There is nothing worse to a customer than an empty knowledge base.

Regards,
Jack

[durginchandler2]

You instrument be able to affirm if they're using it only be checking your web stats. If you don't score any either put awstats or change google analytics on your tract.

[michaelmoody84]

Now a days it will be very useful for all the people in different sectors.Because it naturally reduces the time and money.Yes you can disable it for Client Exec.

Knowledge base software

Do you really need a knowledgebase?

If you have a knowledgebase can you tell me if your clients actually use it? I think I would prefer to just disable this feature in Client Exec.

Mark

[quintonlinscott]

Most unquestionably a plus and helps you out a lot. before I made our extensive KB I was handling a lot of trouble tickets. Did that up, made it easy and accessible