Learn more about marketingandsales with this collection
Ways to counter the Great Resignation
Strategies for making better decisions
Tips for giving effective feedback
Good customer service is super important for any company striving for customer support greatness, but it shouldn’t be all there is to it.
Sometimes, the best solution allows your customers to help themselves by giving them access to immediate knowledge without requiring personal assistance.
A knowledge base(KB) consists of an online library filled with guides, tutorials, and answers to common customer questions about a business’s products or services. It’s a self-service portal that can be easily accessed by customers and internal employees alike.
An effective knowledge base allows you to stay two steps ahead of your customers’ issues. Waiting for customers to come to you is a dangerous strategy.
An overwhelming 91% of customers said they would use an online knowledge base if it were available and tailored to their needs. Beyond that, 55% of consumers fall in love with a brand when that brand offers “easy access to information and support.” Reduce customer effort and you’ll improve customer loyalty.
How many steps does the customer have to take to contact you and get answers to their questions? Something that could have taken 10 seconds has now turned into 10 minutes of their time and yours. Why would you not make that process easier?
Your customers will be empowered to find their own solutions, feel accomplished, and appreciate your effort to make things as easy as possible.
A good knowledge base will also give a boost to your customer support agents by:
Your knowledge base tool must do more than just exist. It has to be good. The first thing to note is that a knowledge base is, at its core, documentation.
Documentation is the media—text, images, and video—that explain a product or service, the material that provides official information.
Being with these two topics, no time-consuming customer or behaviour research is needed.
There are a couple of things to keep in mind when it comes to knowledge bases specifically.
First, focus on scaling the structure of your help content. Create a simple knowledge base template to use for every article.
Second, prioritize the customer’s workflow and use cases. Most of your knowledge base articles probably include a set process the user needs to follow. Make it as smooth as possible.
The less text, the better: Customer support isn’t the place to practice your novel writing skills.
Short paragraphs: Nobody has the time or attention span to pick out important information from a wall of text.
Bullet points and lists: You’ll make everyone’s life easier by structuring information in a way that’s easy to read and follow.
Bold and italics: Use them to give more dimension to your text. Do not underline words unless they contain a link.
Adding links: Point out resources that go more in-depth so you don’t have to explain everything in one article.
Visual materials enrich your support content and keep users engaged.
The most obvious type of visuals to use in your knowledge base are screenshots of new products to show how things work. But you can also play around with instructional videos, GIFs, or whatever else you feel would add a little something extra to your content.
Make your knowledge base easy to find both on your own website and through popular search engines.
Feel free to link to your knowledge base from other forms of support, too. Don’t be afraid to rub the fact that you have a knowledge base into people’s faces. How else are your customers going to find it?
The more places you feature your knowledge base link, the better.
The success of your knowledge base (or lack of success) should be constantly measured to see where to improve.
When looking at your knowledge base performance, focus on impact. Examples of what to track include:
Examine how your customers are using your company’s knowledge base. What parts are customers engaging with most? What are they searching for?
A good knowledge base is never complete. Don’t be that company with an outdated, useless portal. Audit the entire base on a recurring basis, aim for monthly or quarterly check-ins.
Add new products, updates or other changes to your knowledge base articles, and delete old, irrelevant posts about features that don’t exist anymore.
MORE LIKE THIS
Ready for the next level?
Read Like a Pro
Explore the World’s
Save ideas for later reading, for personalized stashes, or for remembering it later.
# Personal Growth
Take Your Ideas
Just press play and we take care of the words.
No Internet access? No problem. Within the mobile app, all your ideas are available, even when offline.
Ideas for your next work project? Quotes that inspire you? Put them in the right place so you never lose them.
2 Million Stashers
Great interesting short snippets of informative articles. Highly recommended to anyone who loves information and lacks patience.
This app is LOADED with RELEVANT, HELPFUL, AND EDUCATIONAL material. It is creatively intellectual, yet minimal enough to not overstimulate and create a learning block. I am exceptionally impressed with this app!
Best app ever! You heard it right. This app has helped me get back on my quest to get things done while equipping myself with knowledge everyday.
Don’t look further if you love learning new things. A refreshing concept that provides quick ideas for busy thought leaders.
Great for quick bits of information and interesting ideas around whatever topics you are interested in. Visually, it looks great as well.
Brilliant. It feels fresh and encouraging. So many interesting pieces of information that are just enough to absorb and apply. So happy I found this.
I have only been using it for a few days now, but I have found answers to questions I had never consciously formulated, or to problems I face everyday at work or at home. I wish I had found this earlier, highly recommended!
Even five minutes a day will improve your thinking. I've come across new ideas and learnt to improve existing ways to become more motivated, confident and happier.
Read & Learn
Access to 200,000+ ideas
Access to the mobile app
Unlimited idea saving & library
Unlimited listening to ideas
Downloading & offline access
Claim Your Limited Offer
Get Deepstash Pro
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates