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Too many tickets? An online knowledge base may be the solution.

Posted on 23 Jul 12:00 pm



The strict self-isolation regime caused by the coronavirus situation has led to the fact that people now just hog the World Wide Web. As a result, many companies receive a stratospheric number of tickets because they have not taken care of their online knowledge bases or have even neglected them.

A step-by-step guide to working with the knowledge base prepared by our experts will help you quell the tickets avalanche:

  1. Determine the categories being the reasons for the maximum ticket number.
  2. Review the tickets carefully. Try to understand the principle of complaint description and identify the problem location.
  3. Conduct a thorough information analysis in your knowledge base and take some steps to improve it. Evaluate the results of your efforts.
  4. Don't stop there. Keep leveling up your Freshdesk portal.
  5. Do not neglect the customer portal looks. Add some branding to it to create a seamless experience. Remember one more thing: the simpler its usability, the easier it will be for the customer to understand it.

    Improving the quality of the online knowledge base: some tips

    Think about navigation

    No one likes mess, right? Your client should find the necessary information as quickly as possible. Take some efforts to design the main page correctly by including the most important articles, folders, and categories. Don't forget about the custom blocks. Your chances for success will increase if you add the category list, some attractive search tools, and so on.

    The main thing is not to force the client to puzzle over how to get the necessary information faster. Take advantage of such a tool as side navigation. Clients can use it for diving into the online knowledge base. And no need to go back to the homepage. Avoid walls of text, use paragraphs, lists, subheadings, and other graphic ways of formatting.  

    Structure your content 

    Make every effort to help the client navigate the knowledge base. Consider classifying your content based on the following criteria:

    • product type;
    • user type.
    • the intended purpose (tips, problems, instructions).
    • actions to be performed by your client (subscription, basic account information, etc.)

      Last but not least - name the categories, articles, and sections clearly!

      Avoid a dull search bar

      The search bar is an essential component of Freshdesk design. So it should look attractive. If it merges with the background and the user does not notice it, consider that you’ve just wasted your time creating the customer portal. Invite the client to search with a question, such as “What would you like to find?". Also, consider sticking the search bar at the top of the page so that it’s always available.

      Avoid multiple designs

      Do not confuse the user creating a separate design for the customer portal. Customers may simply not understand your idea. Leave the same fonts, colors, and logo as on the main site. 

      As you can see, it is not difficult to improve the online knowledge base, especially if you have all the necessary resources. If you’re too lazy, you can choose a ready-made Freshdesk portal template that our experts have already prepared according to the requirements specified above, as well as with the friendly interface parameters. You can also check out Breezy Themes if you need any customization services.

      It's time to get your ideal support portal!

      View all themes

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