Stay Up To Date With Knowledgebase Articles
We thought we would publish this small but significant feature in Zoho Desk, which allows end users of your corporate help center to stay updated whenever a new knowledge base article is published by your organization help desk administrators.
In addition, it's a good example of where Zoho listen to their global partner base and really do implement features based on end user feedback which is often voiced to them through their partner network.
We were one of the partners who specifically requested this feature and have already noticed how well it is being received.
The Problem
The Zoho Desk knowledgebase feature allows your customers (end users) to search articles in your company knowledgebase to undertake self-help for low-level issues and this reduce agent admin time. However, in previous iterations of the desk whenever knowledge base articles were added, there was no way of notifying the end users, so they would often not be aware of new articles until physically searching themselves.
End users would often contact us saying explicitly that they were never aware of new information going into the knowledge base and felt it would be useful to be updated whenever a new article went into the article base for them to then check out and this resulted in low uptake of this valuable module.
The Solution
The feature being highlighted in this blog is a simple 'subscription' to a channel or department, by the end user, accessible to end users in the knowledgebase screen in the Help Centre.
Once an end user subscribes he/she will be notified whenever a new knowledge base article is added to the knowledge base for that department.
A notification email is unobtrusive and simply lets them know something new has been added, along with the article title. The end user then has the option to go in and take a further look.
This also serves the purpose of reminding them they are a member of a Help Center that they can access at any time; as well as pushing information about your products and services to your end user base whether or not they specifically apply to them at the time. This way you will always be able to remind them you are there to help and also that your products or services are improving all the time.
For more information about Zoho desk please click here.