It is a known fact that having a self-service knowledge base can reduce your support costs drastically. A recent study has found that with more and more users wanting to fix issues on their own, small-sized to mid-sized startups can now reduce their support costs by at least 25% with the help of a proper Knowledge Base. Well, that means you could actually save $25 from every $100 you spend on support. But, you might be tempted to think that setting up a self-service Knowledge Base in itself might be a time and money consuming process and that you might as well continue the way you are working right now.
Well, with Pauple’s Helpie WordPress Knowledge Base plugin you can have a fully functional self-service Knowledge Base at a very affordable price and within minutes. Now, will you all agree that it is a better way to do product support… Ok, I get it, you might want to know more about Helpie. Try Helpie plugin, or read along as we briefly describe how Helpie gives you a simpler and cheaper way to provide support.
Category based listing of issues and solutions
The more ordered a place is, the easier it becomes for you to find what you are looking for, Pauple understands this and implements it to the word in Helpie.
All you have to do is sort the issues your users are reporting into categories, write up proper documentation for any given problem, mark it to its corresponding category and save it in Helpie. This way, all problems related to the category “Gettin started” are together and helps the users connect the dots quickly.
Live priority based search
When the users want a solution fast you don’t want have them eyeballing through the categories to find what they are looking for. It is here that the live and priority based search comes in very handy.
The search of Helpie is so fast and powerful that in spite of having chunks of articles your user can find the one they are looking for in seconds if you have the right titles, tags, and keywords while submitting the article. Helpie weighs these three factors to help users to get the data they are looking.
We know that it would be tiresome to add data from the backend every time, like say maybe your support executive was working with one of the users, and she found that the data on the support doc was outdated. With the front-end editor, she could edit the data then and there making the data up to date. But, for it to work the admin should have given her the edit access.
The key is still in the hands of the admin with the help of a role-based access. This ensures that only support executives belonging to a specific role can make the changes.
It is one of the best features that come right out of the box when you get Helpie. We are all in a world that is driven by data. Before making any decision, we want to look at data. Gone are those days where the gut feeling and going with the flow worked. The thing with data is you can quantify and measure everything. This process of quantifying is necessary to be able to make the right decisions. Below are a few of the key metrics from Helpie Insights.
Most searched keyword: It shows the list of keywords that have been explored the most by all the users who have accessed your self-help knowledgebase. This metric can helps you understand what the people are looking for the most. You can improve existing content or write new content to ensure that you can help them out to the fullest.
Most liked and disliked articles: This is a number that can be used to find out what your users love the most and more importantly don’t like. This points out the area that needs improvement so that the users who are accessing the Knowledge Base are happy.
Another important thing that you want to ensure while building a self-help Knowledge Base is to make sure that it is consistent with the styling and branding of your original website. With Helpie’s vivid range of templates, you can be sure to find a way to brand up the self-help Knowledge Base in tune with your website.
Automatic table of Contents
For any article you add into Helpie, it generates the Table of contents automatically based on the HTML tags h2, h3… This automatic TOC saves a lot of time and effort organizing the data within the article. All the organization and the TOC is generated by Helpie automatically.
Helpie thus offers the perfect self-help Knowledge Base solution for WordPress. This will help improve the customer satisfaction and also reduce the spendings on a support. It is the backbone of an efficient support system.