As with any B2C product, it is targeted at a consumer audience that makes purchases and uses the product impulsively.
What do we know about consumer products?
- They typically have a larger consumer audience. Any, even a tiny issue in the product would spread with the speed of light, resulting in tons of support tickets.
- Most of the customers are not technically savvy, and it's challenging for them to troubleshoot and fix a problem.
- They prefer to have a quick conversation over chat or the phone and have the issue resolved ASAP. A "just fix it for me now" approach, as we call it.
Let me show what the reality was for the company when we stepped in to implement the KCS process.
Knowledgebase maturity at that point was moderate. As the product was relatively simple, the Product Team spent hundreds of working hours developing troubleshooting wizards for the support request form to address all possible issues they could foresee for their users.
And naturally, they faced some typical challenges that approach has:
- Content Managers who created the troubleshooting articles thought they added all possible scenarios to the wizard, and they did not know what to add next.
- The product evolved, and some branches of the troubleshooting tree gradually became obsolete. And it was time-consuming to maintain it too!
- Customers didn't really use it as they preferred the "fix for me" approach. So as soon as they saw an option to get in touch with a real human being to get help from, they would immediately use it. Plus, those who had still tried to use the wizard later complained about the low coverage and outdated content.
Since KCS process helps to overcome those challenges, the buy-in happened blazingly fast and the adoption went smoothly. Agents saw their efforts in writing articles paid back quickly, with customers resolving the issues without even getting to the support request form: they were able to find those articles with the help of an Internet search.
Let's build the comparison table of KCS benefits outlined in general and compare with what we got there: