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