A
linked-in discussion [here]
asks for insights, checking "How do you reduce repeat questions/FAQs that
should be self-resolved by a KB?"
In my opinion, Mission impossible...
We have stopped reading. We cannot stand still
and waste time to read things. We need an instant answer…
As a former KB owner and a senior supporter at present
I can count handful customers that are actually accessing the KB looking for
info before they open a case. Moreover I see a significant degradation in case
descriptions provided by customers when opening a case.
If five years ago people ware actually reading the manuals in
their hardcopy form, accessing the KB and web forums, now days with the "instant"
culture, when everyone have this e-mail machine in the palm of their hand, it
is easier to email the support saying "Hi there, I have a problem please
fix it ASAP".
Worse than that, I see cases reported by field engineers,
asking for guidance and help for things that are well documented.
RTFM was my answer to my students in networking
courses that I have taught, when asked to assist in the lab.
Although it looks like an impossible mission, our
job as supporters is to make it possible, by any mean. "Complex" case
opening mechanism, to direct customers to KB, add some FAQ popups that will be
triggered but keywords entered in the complaint. Providing SLA based on
customer product certifications.
Anything that force the customer to think twice before opening a case will do the trick.
