How can I cut the costs of my support team?

Friday, 25 June 2010 15:17

By moving towards a self-service model, companies can save on the cost of manning support teams, respond to enquiries quicker, and provide cohesive, comprehensive information to their customers.

By integrating a support knowledgebase, for example, at intranet and extranet levels, support teams can enable users to search for the solutions to their problems on the website, and at the next stage of the process, if the customer does need to call support, employees can quickly find the information themselves.

In order for the self-service model to work effectively and efficiently, information needs to be well structured and tagged, using the advanced automatic classification features that can be found in Semaphore.

A semantic layer needs to be in place to map the "layman" language often used by the end user to the "expert" (or jargon rich) language in the content.