The Support Knowledge Base Template gives your customer support team real-time access to support resources, improving your customers’ overall experience.
Roles
- Customer Support
Sample Uses
Use this template to:
- Provide your team with support resources in one central location.
- Add resources by topic, so your knowledge base remains well-organized.
- Make it easy for your team to answer customers’ frequently asked questions.
How to Use:
When a frequently asked question is identified, Customer Support creates a new Task for it in the appropriate column:
SHIPPING & DELIVERY - For questions about purchases, shipping & delivery, tracking information, or the status of an order.
PRODUCTS - For questions about product features, specifications, and compatibility.
PAYMENTS & BILLING - For questions about billing and payments.
TECH SUPPORT - For technical issues with using the website, such as login problems or difficulties with checkout.
POLICIES & PROCEDURES - For questions about your policy on returns, exchanges, privacy, or other issues.
PROMOTIONS - For questions about discounts, promotions, or using a promotional code.
In the newly created Task, Customer Support enters the frequently asked question as the Task title.
Customer Support enters the answer to the frequently asked question (or links to it) in the Task description.
As new frequently asked questions are identified, the Customer Support team updates the board with new Tasks, so the team continues to deliver a great customer experience.