The problem this solves
The same ten questions account for a large share of ticket volume, and each one is answered manually, again, by a person who could be doing harder work. Customers email 'any update?' because they have no way to see ticket status themselves. Documentation exists as PDFs on a shared drive that customers have never seen. Every new customer adds tickets at the same rate as the last one, so support headcount is the only scaling plan.
How we work
We start from your ticket data, not from a content wishlist: the request types that show up most often define the first articles. That keeps the knowledge base grounded in what customers actually ask instead of what someone thinks they should ask.
We build the knowledge base structure - categories, templates, search, access control for customer-only content - and draft or migrate the initial article set from your existing docs and best ticket replies. Alongside it we configure the customer portal: customers log in, see their open and past tickets, and reply in context instead of starting new email threads.
The handover includes a maintenance loop: how new articles get created from recurring tickets, who owns freshness, and how you track which articles deflect volume and which gather dust.
Deliverables
- Knowledge base information architecture derived from ticket data
- Configured knowledge base with branding, search, and access control
- Initial article set drafted or migrated from existing material
- Customer portal with login and ticket visibility
- Access rules for public versus customer-only content
- Maintenance loop and deflection tracking baseline
What buyers ask before scoping.
Who writes the articles, you or us?
The first set: we draft from your existing docs and best ticket replies, and your team reviews for accuracy. Long term the content is yours to own; we leave templates and a process for turning recurring tickets into articles. If nobody on your side can own maintenance, we will say so up front - a stale knowledge base is worse than none.
Do customers need accounts to use the portal?
The portal sits behind a login so each customer only sees their own tickets. The knowledge base is separate: it can be fully public, fully gated, or mixed, with specific categories restricted to logged-in customers. We configure the split that fits your content, and public articles have the nice side effect of ranking in search.
How do we know it actually deflects tickets?
We baseline ticket volume by request type before launch, then track article views, portal logins, and volume in the categories the knowledge base covers. Perfect attribution is not honest to promise; a clear directional trend per category is, and that is what the tracking is built to show.
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