Many of us use the changing of the calendar to make positive adjustments in lifestyle. Whether it’s getting more exercise, quitting smoking or making an effort to live life to the fullest, a new year’s resolution is an opportunity to make a change to be the best version of yourself.
Similarly, when at work, the new year is often a time to set goals, adjust performance and make an effort to help your team reach and surpass corporate goals. So why not consider some of these professional resolutions to help accelerate your support teams in 2020.
Here is our list of resolutions for Support Managers in 2020
Here we go, repeat after me…
I will build an FAQ database to deflect common issues
As we’ve mentioned in past posts, the first step in designing your support desk to enable ticket deflection is to use a robust knowledge base solution to centralize and make knowledge accessible. Some knowledge is best stored in the form of FAQ snippets, like wifi passwords or commonly accessed hyperlinks. So building a database of FAQs is an important part of increasing your ticket deflection ratio.
I will streamline support in Slack by organizing issues by channel
An unorganized Slack workspace is like Lord of the Flies; without sufficient governance, chaos can ensue. Keeping issues contained into the appropriate channel categories ensures that issues are dealt with in a timely fashion and that keeps employees productive and on-track to deliver results faster.
I will minimize drill-down required to find KB articles
Employing a flat hierarchy in your knowledge base helps reduce the amount of effort required to find answers. Frequently asked questions should be kept separate from other longer forms of knowledge and grouped together by category. For example, you wouldn’t bury a guest wifi password in a video or a knowledge base article – it would simply be too hard to find and would take too long to access. Always consider the frequency of knowledge access when deciding where to store knowledge. Furthermore, keep longform knowledge articles categorized and separated from other documents to limit deep drill-downs.
I will communicate best practices effectively with teams by codifying processes in one source of truth
Centralizing knowledge (and access to it) is the key to efficient knowledge management and self-serve consumption. When you are experiencing workflow friction due to frequently asked questions, routine onboarding, or challenges due to scaling your enterprise, it is critical to codify important knowledge and make it accessible. Equally importantly, you’ll need to communicate to employees that they can trust this single source of truth for knowledge by demonstrating that it is accurate and up to date.
I will encourage employees to self serve so IT only has to deal with the most pressing issues
The perfect scenario for support teams is when your IT support desk or customer service managers only have to open tickets for issues that cannot be self-served through a knowledge base. But your team will never reach this golden grail unless you effectively communicate the need to attempt to self-serve. Make sure that your support teams learn that their first course of action should always be to refer to a knowledge base. Of course, it is the management team’s job to ensure that the information contained therein is accurate, up to date and organized in a way that facilitates ease of access.
Happy New Year and all the best in 2020, from the Obie.ai crew.