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Your customer support team undoubtedly relies on a lot of important information - onboarding materials, guidance on how to use various tools, troubleshooting guides, support processes, product FAQs, and more - to best serve customers. It can be overwhelming to think about how to best organize all of your content in a way that's easy for support agents to navigate.
That said, it's still important to organize your customer support team's knowledge in a logical, easy-to-navigate structure. Here's a walkthrough of our Client Support framework to serve as a starting point!
You can easily add and customize the Client Support collection framework here (just select Client Support under Import a Pre-Populated Collection Framework). Don’t be afraid to start small, with only one or two key pieces of the following information. Choose the topic your team is struggling with the most, and then expand from there.
First up, the Welcome to Support Board! This Board can be used to break down the purpose/goal of these Cards. It also is a great opportunity to highlight who owns this Collection. If your team has a Knowledge Council, they can delegate who the "owners" should be. Internally at Guru, our Technical Support team owns all support-focused Cards.
The Onboarding Board serves as a starting point in the Collection for any new hires. By breaking down this Board into weeks (Week 1, Week 2, etc.), you can set general guidelines and milestones for new hires to reach as they get fully ramped. This article has other great tips for how Guru can be used for onboarding.
The Support Tech Stack Board serves as a point of reference for all of the tools your team uses. This is helpful for a new hire to explore, or other internal stakeholders to use. Internally, we often find that people from our product/engineering and sales teams want to learn more about how we are communicating with our customers. This is a great resource for them to get insight from the different tools the support team uses.
The Support Policies and Procedures Board is a great place to store information that often gets lost in the shuffle amidst all of the other projects and information a support team is balancing. This serves as the source of truth for any questions that come up about long-standing policies for the team. The verification capability helps make sure these Cards stay up to date.
If your team has different service agreements for tiered accounts, a great place to store this information is in the Support Levels Board. You can highlight who is a point of contact for each customer group, what the response times should be, and how to differentiate those levels of support.
The Published How-To's Board serves as an internal reference point for published material. You can store Help Center articles, public-facing Cards, or helpful blogs that you share with customers.
The Product FAQs Board is a great place to house Cards that walk through commonly asked questions. Using AI Suggest or Knowledge Triggers, these troubleshooting Cards can surface where the agent is working as keywords appear on the screen.
The Canned Responses Board is an internal point of reference for Cards that walk through questions that have a quick, canned response. Support agents can search for these Cards in our extension, so they can quickly grab those quick responses without leaving their workflow.
Lastly, the Strategic Account Info Board is a great place to house more detailed information about your larger strategic customers. You can include specific Cards about each customer that breaks down their designated support agents and account team, usage metrics, best practices, and customer stories.
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