One of the consequences of sharing knowledge-based content with your customers is that they will start to ask questions and raise issues about problems or areas they don't understand! It doesn't take long before customer telephone calls and e-mails can become difficult to track and support demands may overwhelm your company.
Before that stage you should introduce a trouble ticketing system for tracking issues and preferably get your customers to use the same. This saves the headaches associated with tracking issues via e-mail. Everyone in your support team has access to all the information and the 'threads' of the conversation with the customer are kept together under one ticket.
On the Extranet portal that we provide with CogniDox we have integrated the document library functionality of CogniDox with a choice of 3rd party ticket tracking systems and a knowledge base application for frequently-asked questions. Currently, we have reference solutions for the OTRS and RSTickets! customer ticketing systems.
We also support a Reporting feature in CogniDox that allows you to see how many tickets are open against any individual customer. When this is considered alongside their document download history, it can give you valuable insights into why they may be experiencing difficulty.
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