How can Universal Containers decrease support costs while making case resolution details available to various stakeholders?

Publishing Knowledge articles to all channels is an effective strategy for Universal Containers to decrease support costs while ensuring case resolution details are accessible to various stakeholders. Knowledge articles are designed to provide detailed information on common issues, solutions, and best practices, which can empower both customers and support agents.

By making these articles available across all channels, including self-service portals, email, and chat, the company allows customers to find answers independently, reducing the volume of incoming support queries. This decreases the workload on support staff, which in turn leads to lower support costs. Furthermore, as stakeholders can access consistent and comprehensive information through these articles, it enhances transparency and ensures everyone is aligned with the correct information regarding case resolutions.

Using Knowledge articles also allows for easier updates and management of content, ensuring that all channels reflect the latest and most accurate information, thus improving overall service quality and efficiency.