More and more businesses are adding tech support reporting features, knowledgebases and expanding frequently asked questions — including businesses whose core business doesn’t include technology. Michael Port, author of Book Yourself Solid, has a tech support-like reporting tool — the kind of tool you expect to find on web server hosts and software development companies.
Michael Port is a coach. He helps people grow their businesses by getting more clients. When you contact his company, you send a regular email. No filling out a tech support-style form. The reply has a tracking number and indicates whether the problem is open or closed much like what you see in tech support-style emails.
This is a creative use of a tool that was originally meant for technical businesses. It helps companies ensure they follow up on all issues. A one-person business could benefit even if the person is well-organized. One such support tool is Kayako, which I’ve seen on a few web sites.
However, a company wants to help a customer find the answers before receiving a direct contact. Yes, it saves resources — but helping customers help themselves also gets them their answers faster. Many support applications search the database for keywords resembling a customer’s trouble ticket before submission. The best results appear and the customer might have the answer right there. If not, then contacting the business is the next step.
This application can be tied to a knowledgebase to ensure the customer checks there first. Not all users are savvy about online self-help and may not consider looking for answers in the knowledgebase, FAQ, forums and numerous other online resources before resorting to direct contact. Some sites, however, did a lousy job of trying to help the customers help themselves. One experience had me going through the knowledgebase, entering keywords to get relevant results … after all that, I still didn’t have my answer and it was time to contact the company. It took a lot of effort to find out how.
Companies need to work on leading the customer in the right direction going through the various routes before giving up and making contact. I prefer to find the answer myself. It exercises the brain, keeps the problem solving skills sharp and gets answers faster.
