HelpSpotted

Did you know?

Knowledge Book aren’t destined to be filled with only text and images? Embedding Flash movies and YouTube videos not only enhance your Knowledge Book Pages, but your customers’ self-service experience too.  Rich media content assist customers beyond step-by-steps instructions by providing visual representations and immediate solutions.

Case Study:

The IT Department receives multiple request of “How do I log into my Email Account ?” despite having step-by-step instructions posted within their Knowledge Book Pages.   Typically, customers ask, “where do I put in my username” or “where exactly is the login button” ?   10% of the IT department’s time is spent going back and forth with customers explaining the specifics of this process.

Wouldn’t it be easier to show rather than describe?

Our IT department agreed and created a video showing their customers how to log into their email accounts, then posted the it on YouTube.com (http://www.youtube.com/watch?v=CupznIyfPVA).

Then they embedded the video directly into their Knowledge Book page by:

1. Clicking on the Media Icon
2. Selecting Flash from the Type list.
3. Entering the URL of their YouTube video.
4. Clicking on the Insert button.

Now their Knowledge Book page has both step-by-step instructions and a video presentation.   Request concerning email login has almost ceased.  Customer’s are finding the answers they need without submitting request, freeing technicians to focus on other request.