IT Help Desk Best Practices-Knowledgebase Tool

In conjunction with using a web-based help desk software system, using a fully integrated web-based knowledge base software tool is a very important help desk best practice. The greatest asset a service organization has is the knowledge of the staff. When an employee leaves the organization, they take all that knowledge with them. By encouraging and rewarding employees to document their knowledge, in a centralized knowledge base software system, it becomes available for all the staff to leverage. Independent research supports that a knowledge base will decrease call handle time, talk time, call escalation percentages, employee turnover, agent training time and increases first call resolution rates. A knowledge base software application will also increase consistency in answers and overall customer satisfaction.

When customers use a knowledge base software self-help tool, it reduces repeat calls to the Help Desk. Using a customer accessible self-help portal will reduce calls by increasing call avoidance and is a great way for your support organization to save costs. In the 2007 Help Desk Institute Practices Survey, 48% of respondents use a web portal knowledge base system. When companies employ web-based self-help technologies, 74.5% of them use knowledge base search tool!

 

Technology Response
Knowledge base search tools 74.5%
FAQs 72%
Self-diagnostic/Self-healing 38%
Other 22%

Source: HDI Practices Survey 2007

If you would like a White Paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

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Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms