Did you know? that 91% Customers prefer online support to any other type of customer support?
Everyone wants quick answers in today’s fast-paced environment. Customers would rather search for their questions and find the answer than call your customer support.
A knowledge base is a useful tool for this purpose. A knowledge base is a book that contains information about your company and the products/services you offer. It aids in the faster resolution of problems and increases your customer experience with your company.
Let’s dive deeper!
- What is a knowledge base?
- Why is a knowledge base important?
- How do you create a solid knowledge base?
- Knowledge Base Management
What is a knowledge base?
Although a knowledge base can vary from one company to another, some basic information that a company may have is:
- Guides and videos showing how-tos
- Troubleshooting guides
- Policies for companies
Your customer experience will be enhanced if you keep all of these pieces of information in your knowledge database.
Why is a knowledge base important?
You will be able to make your business more productive and provide faster services if you have a solid knowledge base. Here’s how:
Customers and employees will all be looking at the same information, which helps reduce confusion and allows you to work more consistently. Customers are more likely to receive the correct information when all points refer to the same answer.
You don’t need to place your customers on hold to transfer them between agents. Your customers can find the answers they need right at their fingertips.
(A knowledge base, for example, can assist in steps such as how to log in or buy a product.
Less Training Cost
Knowledge bases that contain a large number of keywords can be used to help employees learn faster and with consistent information. This helps you to improve your work environment for a lower price.
24/7 customer support
Knowledge bases don’t require human interaction and can be used to help customers around the clock. All you have to do is list all the important questions and steps and then it’s done. You also get other benefits.
- Customer expectations for on-demand support
- Lessen ticket generation
- Solutions in various languages
- Time zone is not an obstacle
What steps are involved in building a solid knowledge base?
Good design and structure are the foundation of
Customers should find your knowledge base easily by looking at its structure and design of it. Big commerce shows you how a knowledge base should look. Their knowledge base portal has all of the relevant information for their services. This makes it easy for customers to find and solve their questions.
Writing straight to the point:
These steps will help you create the most comprehensive knowledge base.
- Write illustrative titles
- Add a link for helpful resources
- Avoid Typos
- Include the most commonly asked questions on your homepage.
Include helpful visuals:
You can make it easier to understand and learn by adding photos and videos to your knowledge base. Visual insights can help reduce confusion in consumers, resulting in great customer experiences.
How do you manage your Knowledge Base?
It is not enough to create a knowledge base. It is important to maintain it in line with your niche audience and to update it frequently. Below are some tips to help you develop your management skills.
- Your knowledge should be based on your brand
- Every new product update or product change will require you to refresh your knowledge.
- Please share your knowledge with everyone
- You should have a “Contact Support Team” option
- A simple-to-use search tool
Shopify’s knowledge base is one of the most impressive examples of an intelligent knowledge base. Shopify has a search bar that allows you to search for keywords, as well as a list of FAQs on various topics. They offer great customer support and cover all bases.