P! Business Issues
Beneﬁts of Implementing
o Self-Help Systems
ver the last three years as the Support
Manager and Chief Technical Writer for
ModernGigabyte, LLC., I have assisted
thousands of customers in getting their
ModernBill systems installed, conﬁgured,
much is it costing your company to have
technicians available to answer those
thousands of questions? Is your churn
rate too high? Is the quality of support
represented by your company its best?
by Dave Young
populate your Self-Help Systems by
writing articles, documents, and tutorials
on the most frequently asked questions.
If your Self-Help Systems are written
speciﬁc to your target audience they can
and running properly. One of the greatest So, how can you increase the quality of be extremely beneﬁcial to the level of
experiences as both the Support Manager support for your company, reduce cost, support you maintain. Even as we bring
and Chief Technical Writer is the ability reduce churn, and create a powerful impact on additional technicians to cover our
to implement, write, and manage Self- on your customers? It’s simple. Implement helpdesk at ModernGigabyte, we are
Help Systems that deliver extraordinary Self-Help Systems. able to implement content to cover all
beneﬁts to any company requiring support. A Self-Help System is deﬁned as a departments that require support. We
This article demonstrates how you too KnowledgeBase (KB), TroubleShooter also publish on our support site the exact
can beneﬁt from implementing Self-Help or Manual for organizing and presenting locations of all our Self-Help Systems that
Systems in your own organization. articles, documentation and tutorials to are freely available.
Hosting companies typically depend your customers. The most efﬁcient way Customers are able to instantly create a
on their helpdesks and phone systems as to populate these Self-Help System is to PDF document for any of our Self-Help
a support channel to their customers. But utilize your helpdesk technicians. Since Systems. This allows them to print out
is it efﬁcient to solely rely on using just your technicians are trained to answer the document and use it as a reference
a helpdesk or phone system to answer questions from your customers that are without having to go online, thus reducing
potentially thousands of questions? How speciﬁc to your company, have them bandwidth and overall server usage. If
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P! Business Issues
you set the expectation that Self-Help Systems are available to has signiﬁcantly improved our support. We now have nearly
your customers at no charge, they will continue to look in those 250 articles. Collectively these articles have been viewed over
systems prior to contacting you. Keep in mind there are customers 100,000 times since implementation back in late 2004. This has
that prefer to get help on the phone or may still need to utilize the drastically reduced the amount of tickets we have in our helpdesk
helpdesk, but most likely they will attempt to try your Self-Help database. Our ﬁrst level technicians now reference the KB articles
Systems ﬁrst and foremost. more than the manual created in RoboHelp. And as we continue
Your Self-Help Systems are only as useful as the content you to grow our customer base, our Self-Help Systems continue to
provide. If your customers cannot understand your writing or your grow as well while reducing the need for support staff.
delivery, be it organization, layout, wording, spelling, grammar, I also recommend you hire a technical or professional writer
or lack of knowledge, your Self-Help System can have a negative to review all your Self-Help Systems following each article
impact on your support. If your customers get used to your produced by your technicians. A technical or professional writer
Self-Help Systems not having the right content and information can ensure the quality of your articles, documents, and tutorials
available to help them initially, they will revert to calling you via are at their highest level. A qualiﬁed writer can also understand
phone or revert to utilizing your helpdesk system. In turn this the technical aspects of your services and products. That said,
will create the need for more staff to handle your phones and they can translate the difﬁcult steps into easy steps for your
helpdesk. customers based on the knowledge level of your target audiences.
Make it easy for your customers to access your Self-Help An excellent writer can also write to a wide range of audiences
Systems. Give them the resources they need to be successful with from beginning users to advanced users. This is important as the
your products and services. The knowledge level of your customers
more you provide, the easier it is can be diffent from one individual to
for your customers to understand
that you are willing to put forth Support is one of the next.
The organization of your
the most important
more effort than your competitors content must also be correct in
in order to ensure they are how you present information to
successful. Lack of information your customers. If your content is
leads to less desire to continue
using your products and services.
aspects of any scattered across many places on your
website, customers ﬁnd it irritating
And that directly results in less
revenue for your company.
service based and annoying when trying to ﬁnd
the information they need. Even in
Support is one of the most
important aspects of any service
business, especially cases where the answer is simple,
it can be buried somewhere in
based business, especially the
hosting industry. Most hosting the hosting industry. your site. Using ActiveCampaign’s
KnowledgeBuilder will help you
companies state they provide build an organized Self-Help
24/7/365 support. Having Self- System. Make it as easy as possible
Help Systems available allows you to provide that extra level of for your customers to ﬁnd what they need. It’s that simple.
support 24/7/365. As long as your systems are available, your Now you know all the beneﬁts of implementing a Self-Help
servers are up and running, and your technicians are maintaining System. And you have an idea of the type of software you should
a constant ﬂow of up-to-date information, your customers will be use to create your Self-Help Systems. Increase the quality of
clear on how well you run and operate your business. support for your company, reduce costs, reduce churn, and create
Churn is also another important factor in a service based a powerful impact on your customers. They will reward you for it
business. One way to reduce churn is to provide the level of by praising your support and spreading the word about the quality
services customers demand in the hosting industry. Create a your company delivers.
process and ﬂow of procedures your customers should use when
requesting support, Self-Help Systems being the ﬁrst priority.
After your Self-Help System has been up and running for a while, Writer’s Bio: Dave Young is the Support Manager and
pay attention to your website’s trafﬁc and the statistics in your Chief Technical Writer at ModernGigabyte, LLC. With over
KnowledgeBuilder. You should see the values increase on the three years experience in managing support to thousands
number of articles viewed, printed and searched on in your Self- of customers, Dave’s main focus has been implementing
Help System and the number of visitors to your support portal. processes, policies, and Self-Help Systems to increase the
Reduced churn relates to increased revenue. Reduced support level of support in all areas of ModernGigabyte’s products
cost relates to an increased bottom line. The two together will and services.
make your company more proﬁtable. You can then take that proﬁt
and put it back into maintaining your network, hardware and
software for an overall increase in service and product quality.
For example, since implementing our KnowledgeBase at
kb.modernbill.com to support our ModernBill Version 4 (www.
modernbill.com) product, the success of our Self-Help System
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