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Support tickets are unacceptable in 2023

Support tickets are unacceptable in 2023

Ben Jenkins

Ben Jenkins

11 June 2023


In today’s fast-paced world, customer expectations have evolved, and businesses are striving to meet these demands by transforming their customer support processes. We’ve seen such a huge shift in companies now focusing on pleasing customers by simplifying the support experience and delivering faster resolutions. Support tickets no longer hold the same effectiveness as they once did, and it is imperative to adapt and modernize support workflows to meet the changing needs and expectations of our customers.

Before delving into the solutions, it’s crucial to understand the core issues associated with support tickets. By recognizing these challenges, we can identify the limitations that hinder effective customer support and pave the way for implementing more efficient and customer-centric approaches.

Longer resolution times resulting in decreased customer satisfaction

One of the most prominent issues associated with support tickets is the extended resolution times, which inevitably lead to a decrease in customer satisfaction. The traditional support ticket system requires customers to patiently wait for a response, causing frustration and dissatisfaction. However, there are effective strategies that can be implemented to address this challenge and restore high levels of customer satisfaction.

By leveraging Live Chat software and optimizing the visibility of frequently asked questions (FAQs), we can significantly reduce resolution times and improve the overall customer experience. Live Chat enables real-time interaction between customers and support agents, allowing for immediate assistance and quicker issue resolution. Additionally, by making FAQs easily accessible and prominent, customers can find answers to common inquiries without the need to wait for a response, further speeding up the resolution process. Implementing these measures eliminates the unnecessary delays associated with support tickets and demonstrates a commitment to providing efficient and prompt customer support.

Support tickets often involve multiple rounds of back-and-forth communication to provide further clarification to customer questions. This additional waiting time is simply unacceptable in today’s fast-paced environment. Most customer inquiries are not overly complex and can be addressed promptly. However, relying solely on support tickets often leads to delays of a week or more. By transitioning to instant live chat support, we can eliminate these unnecessary delays and significantly improve response times. Customers can receive immediate answers and solutions to their queries, resulting in faster issue resolution and enhanced satisfaction.

Less personal

One of the limitations of support tickets is the reduced level of personalization compared to engaging in a one-to-one conversation with a support agent. While support tickets may offer some degree of personalization, they cannot match the depth and immediacy of real-time, one-on-one interactions. By embracing live chat support, we can foster a more personalized experience for our customers, allowing us to better understand their specific issues and provide tailored solutions.

Real-time conversations enable support agents to engage with customers directly, gaining valuable insights into their concerns, needs, and goals. This deeper understanding empowers us to offer customized assistance that precisely addresses each customer’s unique circumstances. In contrast, relying on pre-written answers in support tickets often falls short of capturing the exact intent and context of the customer’s query. As a result, customers may not receive the personalized response they are seeking, leading to frustration and a diminished customer experience. By transitioning to instant live chat support, we can bridge this gap, fostering personalized interactions that exceed customer expectations and deliver more satisfying outcomes.

Missed opportunities

Another significant drawback of support tickets lies in the missed opportunities, particularly in sectors where upselling or cross-selling additional software or products is relevant. Engaging in live conversations with customers presents better opportunities for agents to upsell or introduce complementary offerings. The interactive nature of live chat keeps customers more engaged, increasing their likelihood of understanding and appreciating the value of additional products or services that may benefit them.

By capitalizing on these live interactions, support agents can effectively showcase the benefits and features of related offerings, helping customers make informed purchasing decisions. Furthermore, there is a strong correlation between customer satisfaction and upselling potential. When customers receive a satisfactory response through live chat, their overall satisfaction increases, leading to a higher likelihood of them considering and making additional purchases.

By recognizing the connection between customer satisfaction, live chat support, and upselling opportunities, businesses can strategically leverage live chat interactions to both enhance customer satisfaction levels and drive revenue growth. This customer-centric approach not only maximizes the potential for upselling but also reinforces the importance of providing exceptional support experiences to foster long-term customer loyalty and increase overall business success.

Why is this the new ‘normal’

The shift towards instant support as the new ‘normal’ can be attributed to a combination of factors that outweigh the perceived costs. While some may assume that the cost of implementing instant support outweighs the benefits, many companies, including some of the world’s largest, have found effective ways to make it financially viable.

One approach commonly adopted by companies is outsourcing their support operations to countries like India and the Philippines, where labor costs are significantly lower. This cost advantage justifies the investment in instant support, enabling companies to provide timely assistance without incurring exorbitant expenses. However, outsourcing is just one piece of the puzzle.

Companies are also investing heavily in tools and strategies to enhance accessibility to information in the first place. A prime example is the implementation of a Knowledge Base. By creating a centralized repository of knowledge and empowering customers with self-service options, companies can reduce the reliance on direct support while still providing comprehensive and easily accessible information. This proactive approach ensures that customers can find answers to their questions promptly, minimizing the need for immediate human intervention.

In this post, we will delve deeper into the significance of Knowledge Bases as a tool for improving support workflows and customer experiences. By leveraging the power of a Knowledge Base, companies can streamline their support processes, reduce costs, and deliver timely, efficient, and customer-centric support.

What is a Knowledge Base

A Knowledge Base is a centralized repository of information that serves as a comprehensive and organized collection of knowledge within an organization or community. It is designed to capture, store, and manage various types of knowledge, such as articles, documents, manuals, FAQs, tutorials, and best practices. The purpose of a Knowledge Base is to provide quick and easy access to information, enabling users to find answers to their questions or solutions to their problems independently, without the need for direct assistance from support staff or experts. By consolidating knowledge in a centralized location, a Knowledge Base promotes self-service, empowers users to find the information they need, and fosters continuous learning and improvement within an organization or community.

What Knowledge Base tool should I choose

PaceKB is a powerful Knowledge Base platform that offers a range of features to enhance your support workflows. With PaceKB, you have the ability to create informative and well-structured articles, empowering your users to find the information they need quickly and efficiently. What sets PaceKB apart is its customization capabilities, allowing you to seamlessly integrate the Knowledge Base with your existing website, maintaining a consistent brand experience for your users. Additionally, PaceKB goes beyond just providing information by offering valuable customer feedback and analytics. These insights enable you to make data-driven improvements to your Knowledge Base, ensuring that it evolves alongside your users’ needs. With PaceKB, you can create an exceptional self-service support experience, increase customer satisfaction, and drive continuous improvement in the accessibility and quality of your knowledge. Choose PaceKB and take your support capabilities to the next level.

You can check out PaceKB via our website: It’s totally free to sign up, and takes no more than 1 minute.

Spreading the word about your new Knowledge Base

To encourage customers to adopt and utilize the Knowledge Base as their first point of contact, there are several effective strategies to consider. Firstly, leverage your existing support ticket system by adding messages that inform customers about the availability of instant answers on the Knowledge Base. This proactive approach educates customers about the self-service option and encourages them to explore the Knowledge Base before submitting a support ticket.

Additionally, consider implementing intelligent automation to suggest relevant content to customers based on the context of their inquiries. By analyzing the content of their submitted ticket or inquiry, you can automatically recommend articles or resources from the Knowledge Base that address their specific issue. This feature not only provides immediate assistance to customers but also showcases the value and convenience of utilizing the Knowledge Base for finding solutions.

Start Small

When transitioning to instant support and implementing a Knowledge Base, it’s often beneficial to start small and gradually expand. One approach is to initially offer Live Chat support exclusively during business hours, ensuring you have the necessary infrastructure and resources in place to provide timely responses. This allows you to test the waters, assess customer engagement, and gradually refine your live chat operations before expanding to round-the-clock availability.

Simultaneously, it’s advisable to start building your Knowledge Base by focusing on the top 10 most frequently asked questions. This allows you to gauge customer engagement and determine the effectiveness of the Knowledge Base as a self-service tool. By starting with a smaller set of articles, you can concentrate on creating high-quality content, ensuring that it addresses common customer queries comprehensively.

Starting small offers several advantages. It allows you to monitor and assess the initial implementation, identify any potential challenges, and make necessary adjustments before scaling up. This iterative approach enables you to build a solid foundation for instant support and a robust Knowledge Base, ensuring a seamless and valuable experience for your customers. As you gain confidence and insights from the initial phases, you can gradually expand the scope of both Live Chat support and the Knowledge Base, continuously enhancing your support capabilities and promoting self-service options.


Throughout this article, we have explored the advantages of transitioning to live support and implementing a knowledge base as key elements of modern customer support. By adopting live chat support, companies can offer real-time, personalized interactions with customers, leading to increased satisfaction and stronger relationships. The immediacy and convenience of live chat allow for quicker issue resolution and upselling opportunities, ultimately driving business growth.

In addition, implementing a knowledge base empowers customers to find answers to their questions independently, even before contacting support staff. By providing comprehensive and easily accessible information, companies can improve customer experience, reduce support ticket volume, and foster self-service. This proactive approach not only enhances customer satisfaction but also helps to build closer relationships, as customers feel supported and empowered throughout their journey.

By embracing these modern support approaches, businesses can create a positive impact on customer happiness, foster stronger connections, and pave the way for growth by delivering exceptional support experiences and building customer loyalty.