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Making the Most of Helpdesk Software: Creating a Knowledgebase Which Transforms Customer Experience

Published on 16 March 18

As an MSP, your helpdesk software is one of the most powerful weapons that you have in your arsenal to improve customer experience. One of the most important features is the Knowledge Base you offer your clients. It’s the goal of every busy MSP to grow independent customers who can self-serve solutions to their problems and only turn to you personally when the issue is truly big enough. This is a win-win situation as the client doesn’t have to wait to get their problems solved, and you can focus on more important and harder to solve issues. One of the keys to achieving this independence is to establish a well-stocked knowledge base as part of your helpdesk software, one that supports individual troubleshooting and includes clear, unambiguous instructions.
The right knowledgebase articles work like lower-level customer service employees, fielding off the repetitive questions which can often move more urgent queries to the back of the ticketing queue, or keep customers waiting for live chat. Not only this, but more than 50% of­­ customers expect to be able to use self-service tools to troubleshoot their issues in the first place.
Atera offers helpdesk software which is catered specifically to MSPs and IT service providers. As well as an innovative and user-friendly ticketing system, you can create a robust knowledgebase which not only allows those customers who prefer self-service to find answers independently, but encourages others to do the same. Here are a few of the most common queries we recommend including to get started.
Error Messages

While your knowledgebase can’t cover every error message out there, it can definitely help customers to recognize and problem solve the ones which appear the most. One common example is the HTTP 404 error. While you as an IT professional know this isn’t an issue you need to troubleshoot, clients looking at such an error tend to reach for the phone.

When writing the knowledge base article focus on the simple solutions that any non- techie can implement. Encourage your customers to hard refresh the page using Ctrl + F5, check for obvious typos or mistakes in the URL, or move up a level in the directory to try to find the page they are looking for.
I’ve Lost Internet – Help!

Sometimes, it’s your own network problem rather than the website.

First, list quick fixes like hard resetting your laptop by removing the battery, or disabling Windows Firewall. You can then include more intricate problem solving such as reinstalling devices and drivers. The benefit of self service for this kind of query is that you can lay out what a client needs to do, giving them methodical information which they can follow step by step.
Conference Call Support
For understandable reasons clients get frustrated when they’re trying to conference call and the VoIP isn’t smooth. And when they feel like it’s effecting the bottom line of their business you can be sure you’re going to hear about it. VoIP calls can suffer from jitter, latency issues, and connectivity problems. While ongoing problems with the quality of a VoIP service may mean a need to upgrade the VoIP router or change network configuration settings, some problems have immediate solutions. Write an article with some quick trouble shooting clients can do while still on the call. Consider including these for example:
  1. Echo. An echo on a conference call usually means that you have more than one person on the call from the same room. Try calling from one line, with multiple people listening in instead.
  2. Delay. Is there an awkward lag on the line? It could be that you are overloading the system. Switching to a conference phone is one way to avoid overwhelming the service.
  3. Audio Issues. If you’re struggling to hear, it’s easy to assume there is a problem on your end. Have you considered that the host of the call might have their own volume set too low? It’s worth running a test sound check before you begin, ensuring that everyone has good quality audio.
How Do I Get My Files Back

All MSPs will recognize the panic in the voice of a customer who has lost the files they have been working on, or accidently deleted something important from their computer. Luckily, there are plenty of easy ways to get deleted files back. This Knowledge Base article should focus on the first place a client should look when they’ve lost a file. Start by sending them to the Recycle Bin. If they have used Shift D, or already emptied the Recycle Bin, they could try restoring a previous version but keep in mind that you’ll need to give them detailed, step by step instructions on how to do that including navigating to the folder where the file originally was, right clicking, and then choosing the option to Restore Previous Versions.

File Recovery Tools can also be used to find deleted files and folders, even if they weren’t installed before the file was lost. It’s worth linking to one that you trust, to give your client immediate access to the next step if it’s necessary.
My Printer Isn’t Working

Most IT professionals dread this query. How many times have you asked a client if they checked the paper loader or if the printer is plugged in? Giving your customers the option to solve their own printer problems could avoid such questions (and awkward situation) in the future. Let’s give them the benefit of the doubt that the printer has been turned on, and has paper loaded into the tray (but maybe you should still mention this at the top of the article, just to make sure)

One quick fix you can offer, is using a USB cable for a Wireless printer. Connectivity problems are common, and this step can help them rule that issue out. Your knowledgebase can also offer your clients alternate ways to print their documents, alleviating their frustration in the short-term while they wait for a permanent solution. One great example is Google Cloud Print. As long as you have a PC connected printer and an Android device, you can print directly from your mobile. Similar apps are available for iOS.
As part of an omni-channel support strategy, and with the right helpdesk software, your knowledgebase can be a tool which provides competition-beating customer experience. It can encourage your customers to solve lower level queries on their own, take the strain off your service portals, and provide invaluable tools and information for those who prefer self-service support.
This blog is listed under Project & Service Management Community

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