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Session 704: The High Costs of a Badly Written Knowledge Base Article

Leslie O'Flahavan  (Principal, E-WRITE)

Date: Thursday, November 11

Time: 9:00am - 10:00am

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Track: Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

To support organizations and customers alike, badly written knowledge base (KB) articles are costly, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that's not measured in dollars or cents: trust.

In this session, Leslie O'Flahavan will explain which writing problems essentially render the KB article unusable, including bad article titles, big blocks of not-scannable text, and too much background information. We'll consider the costs of bad KB articles using the following tech support metrics: ticket handle time, user self-service, cost per ticket, and tickets prevented. Finally, we'll explore the many "expensive" consequences of badly written KB content, for support agents (time and accuracy), for customers (trust and willingness to use self service), and for support organizations as a whole (the successful AI-powered support, proper knowledge management, and quicker onboarding).