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Good customer service is super important for any company striving for customer support greatness, but it shouldnât 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.
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AÂ knowledge base(KB) consists of an online library filled with guides, tutorials, and answers to common customer questions about a businessâs products or services. Itâs a self-service portal that can be easily accessed by customers and internal employees alike.Â
An effective knowledge base allows you to stay two steps ahead of your customersâ issues. Waiting for customers to come to you is a dangerous strategy.Â
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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 âeasy access to information and support.â Reduce customer effort and youâll improve customer loyalty.
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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.
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A good knowledge base will also give a boost to your customer support agents by:
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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 mediaâtext, images, and videoâthat explain a product or service, the material that provides official information.
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Being with these two topics, no time-consuming customer or behaviour research is needed.
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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 customerâs 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.
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The less text, the better: Customer support isnât the place to practice your novel writing skills.Â
Short paragraphs: Nobody has the time or attention span to pick out important information from a wall of text.
Bullet points and lists: Youâll make everyoneâs life easier by structuring information in a way thatâs 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 donât have to explain everything in one article.Â
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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.
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Make your knowledge base easy to find both on your own website and through popular search engines.Â
Feel free to link to your knowledge base from other forms of support, too. Donât be afraid to rub the fact that you have a knowledge base into peopleâs faces. How else are your customers going to find it?Â
The more places you feature your knowledge base link, the better.
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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 companyâs knowledge base. What parts are customers engaging with most? What are they searching for?
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A good knowledge base is never complete. Donât be that company with an outdated, useless portal. Audit the entire base on a recurring basis, aim for monthly or quarterly check-ins.Â
Add new products, updates or other changes to your knowledge base articles, and delete old, irrelevant posts about features that donât exist anymore.
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