6 Proven Tips to Reduce Customer Support Tickets


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As a thriving business, you are always looking for new ways to keep your customers satisfied and coming back for more. Unfortunately, a lot of businesses spend countless hours managing customer support tickets when they could be using their valuable time and resources creating an online knowledge base to delight (and educate) customers. By having a knowledge base, customers won’t have to contact customer support in the first place which leads to an overall better customer experience.

Why Customer Experience Matters in 2021

This year, you may have noticed a common, recurring trend amongst all customers: they want a great customer experience. Statistics show that customer experience is the #1 priority for businesses for the next 5 years. If that doesn’t get you serious about your customer experience efforts, we don’t know what will.

It’s no secret that pricing and offerings aren’t the only drivers of revenue anymore. Customers want a great customer experience whether they know it or not. This means that if companies neglect their experience efforts, customers are more likely to switch to the competition. In fact, 32% of customers stop doing business with a brand they love after only one bad experience. Yes, you heard that right. Only one experience!

One way to make sure this doesn’t happen is to make it as easy as possible for customers to find the answers they are looking for about your products or services in a knowledge base. Then, they won’t have to spend their precious time getting bounced around between customer service agents. Below, we have collected some of the top tips on how you can reduce customer support tickets to make for an unforgettable customer experience for your customers. Let’s dive in!

6 Ways to Reduce Customer Support Tickets with a Knowledge Base

1. Publish an Online User Manual
An online user manual can be the sole reason why a customer doesn’t need to reach out to your customer service team. That’s big.

With an online user manual, your customers can have access to step-by-step instructions on how to use a product or software in a pinch. If they have any questions about the product, they can refer to the online user manual for more assistance. Or, they can take a look at the FAQ section on the manual to see other commonly asked questions.

2. Write Educational Blog Posts
Have you ever had a question about a software product but were able to quickly find a solution by reading an informative article? We know we have!

Publishing educational blogs are a great way to share helpful tips, steps, or links on your website. By having a blog library, your website visitors can view your blog post topics in the chance that they need help with something specific. If they still have questions after reading a blog, they can then go to customer support for additional assistance. But by producing blog content, you at least give your customers the resources they need to try to figure out their problem on their own before they need to jump through hoops to connect with the right agent.

Pro tip: Try looking at the trends. What questions keep popping up in the day-to-day customer support conversations? Then, after finding a pattern, make blog content centered around those questions. This can mean the difference between your customers needing to contact an agent versus not needing to.

3. Set-Up a Customer Support Chatbot Powered by AI
The adoption of artificial intelligence is on the rise, and the need for AI chatbot technology is not dwindling down anytime soon. AI chatbots are popular because they help alleviate stress from your customer support agents by answering customer questions in a matter of seconds.

Chatbots can also redirect customers to your FAQ section on your site or provide helpful articles to give customers the resources they need to fully answer their questions. If the AI chatbot cannot answer the question, the user would then be redirected to a real-life agent to help them out further. AI chatbots reduce customer service tickets by being at the frontline of customer support.

4. Share Helpful Posts on Social Media
Digital marketing is essential for businesses across the globe. This includes staying active on all relevant social media channels including Facebook, Linkedin, Instagram, or any other platform your customers use.

The best way to keep your customers educated on your products or services is to share educational posts to social media via feed, stories, reels, or IGTV. If you notice a trend in frequently asked questions, you can make a post about it in the form of a video, graphic, or image. Using social media to share helpful content helps answer any questions your customers have quickly so they don’t feel as though they need to take the time to contact support.

5. Create Engaging Videos
66% of people said they’d prefer to watch a short video to learn about a product or service. This means that if you don’t have any video content yet, it’s time to start producing. Here are some knowledge base video ideas that you can add to your site:
– How-to Videos
– Product Overview Videos
– Product Launch Videos
– FAQ Videos

Some of the top places where you can publish video content includes your website, YouTube, TikTok, Instagram, Facebook, or guest blog posts. Videos make it easy for your customers to learn something new about your products. Because products are constantly changing, you can always go back and launch new video content for any feature changes your product undergoes. The video format is a great way to show your customers the answer to their questions instead of just telling them.

6. Produce Downloadable Content
Are your customers constantly on the go? Producing downloadable content makes it easy for the customer to take the product information with them. Some downloadable content ideas include:
– eBooks
– Guides
– Checklists
– Product Specs Sheets

As a bonus, you can track what downloadable content is getting the most downloads and create blog posts or videos around those topics as well! So now, your customers will have helpful information no matter what way they prefer to consume it. This puts the power of knowledge back into the hands of your customers.

Pro tip: Also, you can check on what content offer is the most popular and create more downloadable content that’s related to that specific topic. So if a certain product spec sheet performed well, you can make more product spec sheets to correlate with every other product that you launch!

Reduce Customer Support Tickets with an Online Knowledge Base

Your customers don’t want to call or message support if they don’t have to. Keep that in mind. By creating a helpful knowledge base and using the tips we highlighted above, your customers will be delighted and ready to do business with you again and again.

Say goodbye to the queue of simple customer support inquiries! By having a knowledge base, your agents can now have the bandwidth to answer complex questions faster than ever before.


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