Now that’s all well and good for a big company, or even for a small business. But what if you are a single person business, or a solopreneur? You can’t afford to spend the entire day on customer service, can you? You have to wear a number of hats: manage sales, marketing, operations, invoicing and training.
Where’s the time?
Thankfully, there are a number of ways for a solopreneur to provide a level of customer service that matches, or even beats that provided by the big boys. Thanks to social media and cloud services there are a number of services (both free and paid) that can take a lot of load off your shoulders and make you lot more productive and efficient.
Let’s dive in. (more…)
What do you do when you don’t want to give the appearance that there is no one behind the counter?
Think of a typical customer service scenario. A customer calls your helpdesk to ask about something. The waiting times are long because it’s peak hour and your helpdesk is swamped, with agents overwhelmed by the volume of calls they are handling.
On the other end of the line, the caller is slowly getting more and more annoyed as she hears the same “Your call is important for us” message played back over and over again to the tune of elevator music.
Eventually, something will snap and it will get ugly. How do you solve a situation like this?
A knowledge base is not merely something that’s nice to have if you offer software products and services.
It’s as crucial as pushing regular updates, incorporating newer features and ensuring that you have solid uptime if you are operating in a cloud based environment.
Knowledge base is not the same as a help document or a manual. A good knowledge base functions more like a wiki in that it can be regularly updated by multiple contributors and its contents accurately reflect the needs and concerns of users.
A good knowledge base is a living, breathing thing.
So how do you, a software company with hundreds or thousands of users go about building one that is actually useful?
Give LiveHelpNow a go free for 30 days.