I’ll probably get an email from the Department of Labor for what I’m about to say, but I’ll say it anyways because you really should know about this member of our team. We have him work basically around the clock; no lunch, no breaks. He doesn’t take vacations because we don’t give him any time off. He learns new things, solves new problems, works with more and more customers every month and never asks for a raise. We give him feedback; he responds to it immediately. He helps customers solve about 30,000 issues every month; it only costs us pennies for each problem he solves. You can find him right here. Yes, it’s our good old friend the Act! Knowledgebase.
If you have customers that ask you questions about your products and services (i.e.: you’re in business), you probably could stand to benefit from providing a knowledgebase (or at the very least, an FAQ page) to your customers. How much does it cost you to solve a single customer issue without one? A few bucks? $10 maybe? $20? It gets expensive. What if you could fix a number of customer issues and it would only cost you the small change in your desk drawer? Sounds like a good deal to me. If you’re on-site with a client and you get a call from another customer that needs your help, do you have to decide which customer gets to wait? What if you didn’t have to make that decision because you’ve enabled your customers to be successfully self-sufficient with a knowledgebase? What if you could effectively help an infinite number of customers simultaneously at any given time, any time of day, any day of the week, including weekends and holidays?
If you don’t see the benefit, your customers definitely will. Sometimes they’ll need your help but you’re busy and can’t answer their call or stop by their business. Sometimes you’re on vacation (ok, maybe not) or out of the office with limited access to emails and voicemails (more likely) and your customers need help. Sometimes you actually need to close up shop for a day, but your customer needs help during your off hours. As much as your customers may love you, sometimes they just don’t really want to talk to you. They really don’t. So don’t make them.
Get a knowledgebase. Tell your customers about it. Work it to death. The Department of Labor won’t care. I promise.
In the time I took to write this post (about an hour), our Knowledgebase solved an estimated 20 issues while the offices were closed and my team was hopefully getting some rest. Not bad – I’ve got a couple quarters in the couch cushions that should cover it.