Leslie O'Flahavan (Principal, E-WRITE)
Date: Thursday, November 11
Time: 9:00am - 10:00am
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!
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).