Maintain your K-12 help desk knowledge base by making content evaluation and creation a regular task for your team.
Getting your help desk knowledge base up and running is a great accomplishment – give your team a round of high fives! You’ve created a powerful resource to deliver immediate answers to your students, teachers, and staff through their preferred channel – your web-based help desk user portal. According to Forrester, 72% of customers prefer to find answers via a website rather than phone or email.
The desire for self-service bodes well for K-12 tech teams buried in requests. But your commitment to your knowledge base doesn’t end when you hit “publish”. Inaccurate, out-of-date information can lead to major frustration for your users.
To deliver maximum ROI, your help desk knowledge base must be regularly evaluated. Your team needs to make it a priority to create new articles, revise existing content, and evaluate effectiveness. Establish the following processes to maintain your help desk knowledge base:
1. Schedule monthly content reviews.
- Build a report in your help desk system grouped by ticket problem type and description. Schedule time to review historical data once a month (set aside time in your calendar or designate a team member) to identify the most common issues.
- Compare these trends to the articles in your knowledge base and ask yourself a couple questions. Do articles exist that address the top issues? If so, is the content current or does it need to be updated? If not, does it make sense to create one?
- Evaluate whether the issue is one customers could solve themselves with a bit more information.
- Assign the creation of an article to the team member most familiar with that issue and the step-by-step directions to follow.
2. Gather and evaluate customer feedback.
- Initiate a procedure to evaluate the effectiveness of the articles in your knowledge base from customer feedback. Ideally, there is a single question at the end of each article asking the customer to rate effectiveness (e.g. “was this article helpful?” Yes/No).
- If that’s not a feature of your knowledge base, brainstorm other options to proactively gather customer feedback. Techs who talk to customers on the phone could ask if they have attempted to try a solution in the knowledge base (the article likely wasn’t helpful if they need additional help). You could also send a bi-annual survey to request feedback from all customers.
3. Manage your team’s expectations.
- Your team should understand the maintenance of knowledge base content is important and part of their normal work load. Include the task of writing and updating knowledge base articles in job descriptions for relevant positions. Ask each team member to set aside time in their schedule to review and update articles they have written or have been assigned to maintain.
- You could even create a reoccurring ticket to “Review Knowledge Base Articles” and assign it to technicians. In the ticket notes, they can log the articles they reviewed and the time spent doing so. Finally, they can escalate the ticket to the person responsible for approving articles before publishing to the knowledge base.
By following these processes, your help desk knowledge base will remain a fully functional and relevant resource for your customers and support team.