Each support ticket is different.

Training your support staff how to correctly handle support tickets is key to customer happiness.

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Getting everyone on the same page

Support issues should be handled consistently. You don't want agent A to handle a ticket differently from agent B.

Your training process may contain holes where agents could be trained to solve the problem in different ways.


Skill Dependencies

Learning skills in the correct order is critical to mastering complex ideas.

Modular Skills

Putting knowledge into well-defined skills makes it clear what information is needed to do an activity.

Change Management

Your company's knowledge web is a living document. When you change or add a skill employees get smartly notified of these changes.

Assign employees skills to learn.

Direct what skills you want your employees to learn by assigning them a skill deep in your knowledge web.

Quickly see an employee's skills

Each employee is at a different skill level. Knowing where each of your employees is at with their skill progression is key when delegating tasks.

GainKnowHow.com knows exactly when an employee passed a skill. You can easily see how an employee is progressing in their skill development.

Visually see employee skills

Search employees based on skill combinations

Identify holes in your employees' skills


Onboard new Support Staff fast

Don't throw unstructured documents at your new Support Staff on day one. Learning skills in the correct order is critical to understanding the complexities of your organization.

Employees are expensive. How much could your organization save by getting them up-to-speed only a day faster? How about a week or a month?

Track employee skill progression

Present skills to new employees in the correct order

Assign the exact skills an employee needs to do their job


Skill Assessment

You can make all the documentation in the world, but how do you know if people really understand it?

In GainKnowHow.com you can optionally add assessment questions or approvals to a skill. Simple skills can get by with only simple questions, such as multiple choice. More complex skills such as handling difficult customers require more open-ended questions that require approval by a knowledgeable colleague.

Ask questions to see if employees understand a topic

Open-ended approvals from designated colleagues


Teach the fundamentals

Teach employees skills in the correct order to maximize comprehension.

Keep everyone on the same page

Changing a process is as simple as updating a skill. The relevant employees get notified of the change.

Ensure employee understanding

Give your employees quizzes to ensure they really understand how your organization runs.

Onboard employees automatically

With your internal documentation used as your onboarding material, you can reduce the overhead of hiring new employees.

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Formalize your latent knowledge web.

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