We are in the middle of a revamp of our customer portal. During usability testing, we discovered that customers are very rarely searching the knowledge base and have little desire to do so. As a result, we are looking at various options of pushing knowledge to the customers when they start to create a ticket by either incorporating it into the service catalog or the ticket itself. Does anyone have experience with this? Suggestions of things that have worked well or any insights from things that have not gone well?
I would recommend tying knowledge articles to subcategories, and looking to see if you can somehow display them in a listbox control on the form next to the category
We have the same situation that Angela describes, abysmally low customer usage. We are trying to design a more in-the-face approach, which would intercept them before they submit a ticket. A list of do-it-yourself articles tied to subcategory is one thing we want to build. I think it would have to be tied to "Service AND category AND subcategory" since so many subcategories are something generic like "Other" or "Install". Did anyone have success in building something that works?
I would absolutely recommend focusing on building a more relevant service catalog.... Not having one causes many, many issues