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Using Knowledge Base Software to Improve Your Help Desk Support

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March 12, 2008

Using Knowledge Base Software to Improve Your Help Desk Support

By TMCnet Special Guest
Anne Sych, Marketing Manager, Novo Solutions, Inc.,


Even in the best run companies, support departments have the reputation for high employee turnover rates. Improved working conditions along with incentives such as bonuses and trips “sweeten the pot”, and yet the average tech support employee turnover rate is under two years, with many employees leaving in less than one year. What is more frustrating is that the “trained” employee often leaves just when he has gained the knowledge to become truly productive.* So how can you retain important employee knowledge in the midst of continual personnel changes?

Knowledge Base Software!

A strong knowledge base repository is a vital component of your customer support system. Knowledge Base Software will help you:

--Centralize & Retain Employee Knowledge: prevent knowledge from leaving when an employee leaves. By allowing employees to add articles to the knowledge base, which can be reviewed and edited by admin, articles are available for sharing in the future. Employees can also add experiential comments that will serve other employees performing the same task.

--Reduce Employee Training Time: ability for new and existing employees to acquire job knowledge faster, which will reduce training time and providing higher job quality.

In addition, Knowledge Base Software will enhance your Help Desk Support by allowing:

--Better and Faster Customer Support: Provides quicker problem resolution and 24x7 access to customer self service via the Web.

--Reduced Operational Costs: Streamlines processes, reduces call volumes and allows existing support representatives to service more customers.

A robust company knowledge repository will empower support departments with high turnover rates to quickly bring new employees up to speed, enhance training, and build confidence in the employee. Customer support levels remain high when employees have the information to quickly resolve issues and new employees can have, at their fingertips, access to the knowledge of an employee who has been there longer.

Equipped with these tools, your support center will run at peak efficiency despite typical employee turnover.

* Tech Support Turnover Rates, Published by The Association of Support Professionals, pg. 2.


Anne Sych is Marketing Manager for Novo Solutions, Inc., specialists in help desk software.

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