Think of how much time your technicians spend addressing help desk tickets and how much money is spent on hours dedicated to these, often times, menial tasks. One excellent solution to reduce hours logged on client IT assistance is to keep a compendium of client knowledge and manage that knowledge base appropriately.
Knowledge BaseAs you may already know, a knowledge base, or kbase for short, is a repository of client data stored somewhere easily accessible with some form of organization and categorization. Basically, it’s an encyclopedia where technicians and, in many cases, clients can quickly gather pertinent information to reduce help desk hours and resolve issues more efficiently. Some examples of information you might find in a kbase include serial numbers, passwords, expiry dates, procedures, servers, networks, and other necessary data for each client account.
Why Is it Helpful?Say a client reports an issue to a technician. If an up-to-date kbase is accessible, that technician may be able to find past cases of the same issue. This simplifies conflict resolution and offers a solution the technician might not have otherwise known about. Plus, you may give clients access to their kbase, offering them the power to fix small issues on their own.
What Are the Main Benefits?Focusing on client knowledge management and opening a kbase comes with a few key pros:
- Since clients will have the ability to resolve many of their own issues, you’re likely to reduce the number of tickets technicians deal with on a daily basis.
- With client history and resolutions to past problems in the kbase, repeat tickets will quickly become a thing of the past.
- Access to previous resolutions will also help to decrease the time spent on tickets since past solutions can be used by technicians to fix similar problems.
- Your MSP marketing will get a boost when you advertise a more robust support strategy to prospective clients.
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