In our digital era, customers have become increasingly self-sufficient when digging for answers on the World Wide Web. Especially when it comes to searching how to use a specific product or service. When the right information is out there, it’s not too hard to discover solutions. This is where businesses have the opportunity to educate their customers by using self-service tools, mainly through an efficient knowledge base software.
What is knowledge base software exactly?
A knowledge base is an extensive online library of information about your product, service, department or subject matter. Customers can use it as a self-service tool to find the right answers they are looking for, either through a Google search, a search bar on your main help center page or integrated within the product.
For employees, it can be used as an internal resource, away from public eyes, that seamlessly integrates to your help desk software support channels.
Let’s explore the 10 benefits of this powerful self-service tool.
1. Improves Agent Productivity
One of the significant hurdles to productivity in the customer service industry is the time it takes for a support agent to search for answers. In fact, they spend 20% of their time searching in their inbox and other platforms like Slack or asking their fellow colleagues. By building a centralized hub of knowledge for your employees, you’ll significantly reduce the amount of time seeking answers. Instead, you can focus on empowering the agents to perform at their very best. The greatest part? Your entire organization will all be on the same page, which will decrease confusion and errors.
2. Keeps Knowledge Alive and Kicking
As products and services change, so does the information you provide your employees and customers. If you neglect your content, it will be flat-out useless for everyone. This is why you need to revise your content on a weekly basis. With a knowledge base software, you’ll have the freedom to modify, remove and write new customer solution articles under one organized system.
3. Leverages Employee Engagement and Collaboration
No matter, if you have a dedicated knowledge base team or a group of passionate support agents, creating content shouldn’t be a one-person job. It’s essential to collaborate in order to create the best content that will internally serve their needs.
For example, utilizing an internal knowledge base for your business can increase employee engagement by unleashing creative ideas that can benefit the entire company (i.e. troubleshooting a complex user issue with steps and screenshots) to streamline the flow for everyone.
4. Eases employee onboarding
Onboarding can be costly. But with your up-to-date knowledge base, you’ll be able to include this as part of your training program for new hires. With the help of a knowledge base software, it enables them to get hands-on experience with the company’s internal and external content as well as find a list of FAQs and common issues that arise from customer service interactions.
5. Reaps the SEO benefits
Updating your external knowledge base content on a regular basis is the key to the heart of Google’s algorithm. This is why publishing and optimizing your knowledge base articles does wonder for SEO (Search Engine Optimization). Not only does it drive traffic to your website, users will also find branded content you produce instead of external publications – making you the authority. As a result, it will help increase the ranking of your original content on the SERP (search engine results page).
6. Provides Up-To-Date Content
One of the main rules of thumb for having an effective knowledge base is making sure that all of the information (i.e. content, images, videos) is updated. Imagine faulty instructions to build a chair. Its leg would break and you’d end up on the floor. If you want your customers to use your product or service to its full potential, make sure to have a clear communication protocol with your product and knowledge management teams to ensure you have the latest information.
7. Keeps customers happy
Creating a positive customer experience is not as easy as it sounds. It requires your business to exceed customer expectations and give clients the power to help themselves. You’ve probably heard the old saying before: “Give a man a fish and he will eat for a day. Teach a man how to fish and you feed him for a lifetime.” Well, through a thorough knowledge base, customers can search for questions on their own and independently solve problems without the assistance of your support team. In fact, 81% of customers prefer to use a company’s website to get answers to their questions rather than phone or email.
An extensive knowledge base can drastically reduce calls and tickets, saves precious time for both employees and users and improve customer satisfaction. The result of happy customers? They are not only likely to be loyal, but they will probably tell their friends too.
8. Delivers Consistent Customer Support
A knowledge base is one of the only customer-facing support channels that is constantly available from any device. This means there’s no need to put clients on hold – the answers are right at their fingertips. But if it’s not well thought out, you’ll lose your clients in a matrix of words. This is why it’s important to have an organized knowledge base structure that makes it easier to find answers.
9. Anticipates Customer Needs
With the help of your customer support software, you’ll slowly but surely start seeing common trends on how clients use your product or service. This is where your knowledge base puts on its cape and saves the day. Through specific, in-depth content, you’ll be able to describe complex products in the form of a guide, video or tutorial. Additionally, creating how-to videos is an added bonus to visually educate your customers in a straightforward way.
10. Builds Customer Confidence
Confidence comes easier for some than for others. But imagine a customer lacking confidence with your product or service. Or even worse, not being able to find the information they need in your knowledge base.
When customers use curated content to solve a problem, it gives them the confidence they need to return back to your knowledge base for future use. This is why it’s important to have a consistent formula when creating articles for difficult products.
Feature Image by WixAnswers.com