Help Your Customers Help Themselves – AMS TV 19

Mark from All My Systems talks about how you can improve your customer service by opening up your knowledge bank and by helping customers to share with each other.

There are two groups you can share knowledge with

  • Your colleagues
  • Your customers

Last week we talked about sharing knowledge with your colleagues, things like

  • Customer information
  • Product details
  • Competitor intelligence

So what about sharing knowledge with customers?

It’s different information

  • Technical support information
  • User guides
  • Personalised information

Microsoft’s solution – Self service portals

For customers

  • A public website accessible 24/7
  • Search knowledge articles
  • Learn from user guides
  • Get help from
    • Forums
    • Previous similar queries
    • You


  • Can easily publish and catalogue articles
  • Learn from your customers
  • A feedback loop: questions are asked, answers are written, answers are published


  • Quick and easy to setup
  • Available all hours
  • Suggested solutions, reduces number of service queries
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