Importance Of Knowledge Base
Did you know that 53% of U.S. online adults will most likely abandon their online order if they can’t find a quick answer to their question?
In today’s world of convergence, everyone wants easy access to accurate information. Customers would rather search their question and get an immediate solution for their basic support issues. Heck, they expect it. Point.
Click. Bam. Now.
Implementing a knowledge base can have a positive effect on the quality and efficiency of your customer service. However, creating a knowledge base can be a difficult task which takes a lot of work to be managed and maintained.
Since 2017, millennials have become the largest generation worldwide. If you haven’t prepared your business to face the challenges that come with this change, it’s time to speed up the process.
The time is now to create your rich knowledge base.
Picture 1. How would a knowledge base contribute to your business?
What Is a Knowledge Base?
A knowledge base is a centralized online database of information about a product, service, department, or topic. Knowledge Base supports collecting, organizing, retrieving and sharing knowledge to customers and employees. In the knowledge base, you can store data on how a new product, hardware, or software works. It includes FAQs, troubleshooting guides, and any other specific details you may want or need to know.
Put it simply, a knowledge base serves as a source of self-serve customer service. So, if you’re struggling to keep up with reactive customer service, or if you simply want to make a greater customer experience, it’s time to look into creating a knowledge base. Not only it helps customers to find answers on their own, but also seems like a great money and time saver of your business.
What Can Knowledge Base Offer to Your Business?
You will find a knowledge base as one of the easiest, cheapest tools for improving your customer service. Hence, it’s the ideal way to handle high-volume, simple interactions. And it’s available whole time, 24/7.
Let’s see what are its other benefits:
- Improves productivity
Consider how much time your employees spend searching for information they need in cluttered inboxes, unorganized repositories, etc? A knowledge base centralizes all the knowledge and makes it accessible and searchable. No more scrolling months back in your inbox for a single document. Therefore, your workers will spend more time on more important tasks and won’t lose time searching for files.
- Helps your support team
Furthermore, by providing a helpful knowledge base, your customers can get the answers they need on their own. This frees up your support team to handle more important issues and tasks. By making your knowledge base available to the customers in some sort of an FAQ page, your support agents won’t need to waste time on basic and mostly generic questions. Along with that, you will definitely cut down on your expenses needed to maintain the helpdesk while improving customer satisfaction.
- Serves as a repository of best practices
Knowledge of your employees can be sometimes crucial for the survival of your business. Above all, that knowledge drives it through every single day. Most organizations have their whole intellectual capital in heads of a few employees. What happens when those employees leave the company? Or they get sick? That’s why having an important knowledge in one place with open access is so important.
People Want Instant Help
If we haven’t convinced you by far, here are some more facts and stats that underline the importance of creating a knowledge base:
#1 Fact: no one likes to dial numbers guided by a recorded message, hoping to get in touch with a human.
Stats: 70 percent of customers prefer to use a company’s website to get answers to their questions rather than use phone or email (SocialMediaToday)
#2 Fact: Calling or writing long emails is not a good fit for modern customers.
Stats: 31 percent of customers want instant online help, while 40 percent of them expect to receive assistance in less than 5 minutes (Econsultancy)
#3 Fact: Most clients just like their privacy.
Stats: 40 percent of customers prefer self-service over human contact (Forbes)
#4 Fact: as a knowledge base is a cost-effective way of providing high-quality customer support, more companies are going to invest in improving their old Help Centres
Stats: By 2020, 85 percent of the customer-company relationship will be managed with no human interaction (HubSpot)
Knowledge Base Work?
Knowledge bases are divided into the standard scheme: tiers of categories and subcategories. Mostly bases use keywords and tags to categorize and sort information.
Unlike a FAQ page, you can scan them by the search tool that is built-in the knowledge base itself. This kind of knowledge base can be much more efficient than storing office documents in a shared drive or managing an Intranet network. Tags are associated with a ticket or article, which can help identify content, categorize and show the location of specific information.
Knowledge bases are always changing as the contents within them are added, revised, and archived. Therefore, categories should be clear enough and you should avoid to go tertiary level categories and bellow.
Never Stop Updating
If you think that once you have created a knowledge base, you stop it right there, you are wrong. The truth is that you need to continually review and update your knowledge base. Those updates depend on as your company, products and service change.
Implement a system of analytics, so you understand how many people are using the content. Allow users to leave feedback and ratings on content. Avoid delays and bottlenecks by identifying multiple people to approve content.
Set up gatekeepers who will alarm when information needs to be dropped, added or changed. Avoid sharing with your customer’s outdated articles on how to set up or fix something. They definitely won’t be pleased. Apparently creation of the knowledge base flows into the ongoing task of knowledge management.
However, once it’s all set, it definitely opens the door to improved customer service, greater productivity, increased collaboration, and a lot less time spent answering the same questions.
Knowledge base software means faster customer service. Period. A knowledge base should become a central spot for bringing information to your customers. People get their answers when they need it, with no time wasted looking for contact information, calling or emailing. That answers can be anything, from billing to product features and technical stuff.
Therefore, you must have a plan, because the knowledge base needs to be managed by someone. It can easily take your customer support to the next level. If you focus your efforts on improving your product to meet your customers’ expectations, you’re more likely to have happy customers. So, start today to save your team from the growing pile of support tickets they deal with each day and give your customers a way to help themselves.
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