Stop just one second and think what is business? From what services do you earn money? Is it from giving customers support service for a product you developed or own?
In most cases you earn money from the products that you are selling, infect giving a lot of customers support reduce you efficiency and spend you a lot of money.
If you need answer just 5 tickets per days a simple task that could easily take you more than an hours than in a week you are spending 6 hours, over a month your spending 24 hours and over the course of a year you are spending 288 hours and that’s is only for 5 tickets a days.
Doing the math for support hours that you or your team is spending for giving support for cases that you don’t really need to deal with you can easily find out that these costs can kill your profitability in the long run.
In order to cut in the support expenses without cutting or reducing the support quality you need be more efficient, here are few tips on how you can do it easily:
- Write long answers that cover all the customer problem this way you will reduce the number of messages per tickets and even solve the customer problem fast
- When you get a generic ticket add it to the documentation in this way you can always send other customers straight to the documentation and in many cases your customer may even see that document and will not even open a ticket.
- If you are building a digital product or service point your customer straight to relevant articles in your documentation straight from inside you product this will reduce the number of ticket and increase customer happiness.
- Update your documentation with new product features there is nothing more confusion from a customer prescriptive to see a documentation for a previous version that is not relevant and can not solve or give him the update to information.
In the overall look a well maintained documentation can save you a lot of time and money and most important you will earn you customer respect and happiness.
DocFairy was designed a online documentation platform, it’s not just another plugin but a complete platform with features and structure that enable you to create documentation knowledge base for unlimited number of products.
Check DocFairy features and built you online documentation the way you really wanted to do it.