How a Self-service Knowledge Base Empowers Today’s Workers - CompuCom - ContactCenterWorld.com Blog
For nearly a decade, search engines were the preferred tool to connect workers with solutions to their technical questions and issues. Today, millennials are starting to take a different turn.
Of all generations in the workforce today, millennials have shown the highest desire to resolve technical issues on their own. This new generation of workers has cut its technical teeth troubleshooting gaming consoles and apps through online threads, Wikipedia pages and self-help articles. More and more, service desk providers are recognizing the need to evolve in today’s digital world by arming users with tools to troubleshoot workplace technologies on their own, in a way that’s meaningful to them and relevant to their work environment.
As an IT executive or professional seeking to stay ahead of the curve, consider the following key aspects in a self-service knowledge base.
1. Straightforward self-help articles covering a wide range of topics
A user base infused with young professionals benefits from self-service articles that are quick to consume and provide straightforward instructions to solve technical issues. These articles do not need to be overly technical; in fact, they are more effective when they are simple and visual. The most commonly used articles often rely on screenshots so the reader can easily follow along.
Self-service knowledge bases should cover an array of topics to accommodate users across different applications, operating systems, legacy systems and devices. To achieve this, the knowledge base must retain older, but applicable articles, while constantly updating and adding new ones to stay relevant.
2. Natural language searches and mCaaS capabilities
Knowledge bases no longer solely function as repositories of information. They are becoming smarter and smarter and have developed ways to better engage the user. One of the most effective features in a knowledge base is a natural language search, which makes finding suitable articles a no-brainer. Users can type their stream of consciousness into the search window without having to manually parse through ideas, expediting and simplifying their quest for a solution.
Managed Content as a Service (mCaaS) platforms have the capability to improve results with every search. Over time, the system will recognize a specific user’s search trends, and can therefore better understand the user’s needs and provide more relevant, specific results based on profiles and preferences. Not only does this save the user valuable time, but also it frees service desk agents to perform more strategic initiatives.
3. Content hosted in-house on a federated, secure site
A key differentiator of knowledge bases is the secure user experience. In traditional search engines such as Google, search results are hosted by infinite sources, making it very difficult to know where the results page links will take you. Effective knowledge bases keep up with today’s cybersecurity requirements by hosting all articles on their own site and ensuring all knowledge is federated, secure and updated in parallel with application enhancements and software launches.
Why you should care: They save you money
Self-service knowledge bases are the future of independent IT problem solving. Placing the power of resolving technical issues into users’ hands reduces agent-assisted service desk tickets, lowers costs and streamlines the upgrading, migrating and moving processes. Remote employees especially benefit from these solutions since they don’t have the luxury of quickly asking colleagues for help.
Support your employees and their diverse needs by investing in a service desk provider that offers self-service knowledge bases.
How much money can you save by moving to a self-service knowledge base model for your service desk? Go to the SmartDesk Solution™ Savings Calculator to find out. I invite you to ask questions or leave comments below.
Publish Date: May 22, 2017 5:00 AM
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