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Reduce your Support Tickets by 2x with Knowledge Base

Speaker

Selvaraaju Murugesan

Head of Data Science, Kovai.co

Duration

37 mins

Presentation

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With the average company handling 578 support tickets daily, 3,991 weekly, and 17,630 monthly, managing ticket volume can feel overwhelming*

A powerful solution to this challenge is a self-service knowledge base, which empowers customers to find answers quickly, reducing the ticket volume.

In this webinar, Selvaraaju Murugesan, Head of Data Science, Kovai.co, revealed the secret sauce to building a self-serve model knowledge base, and using metrics to track customer behavior with content.

*Source: Live Agent

Key takeaways

Handling Support Tickets:

  • Traditional method – Phone call to a support agent who refers to internal resources.
  • Modern method – Support portals where customers log in to raise and track tickets.

Challenges in Support Operations:

  • Repetitive questions, complex queries, peak demand and sudden spikes due to new feature releases.

Service Level Agreements (SLAs):

  • Tickets are categorized by priority (low, medium, high), each with specific resolution times. Internal KPIs include response time, solution effectiveness, and accuracy.

Business metrics:

  • Some of the business metrics considered are reduced support tickets, faster resolution time, and increased agent productivity.

Importance of knowledge base:

  • A knowledge base provides essential product and service information, including how-to articles, troubleshooting guides, and user manuals.
  • Key features include quick content creation, content sharing, 24/7 availability, and integration with support tools.
  • It empowers customers to solve problems independently, reducing the need for direct support and eliminating waiting times.

About the Speaker

Selvaraaju Murugesan received the B.Eng. degree in Mechatronics Engineering (Gold medalist) from Anna University in 2004 and the M.Eng. degree from LaTrobe University, Australia, in 2008. He has received his Ph.D. degree in Computational mathematics, LaTrobe University. He is currently working as a Head of Data Science at SaaS startup Kovai.co. His interests are in the areas of Business Strategy, Data Analytics, Artificial Intelligence, and Technical Documentation.