Implementing a knowledge base (KB) will have a positive impact on the quality and efficiency of your customer service by enabling customers to interact with more knowledge and enabling support staff to resolve problems faster and more consistently. Creating a knowledge base for customer self service is a tedious task but once implemented it could solve customer queries instantly and enhance the customer experience.
To create the perfect KB, it’s important to abide by a set of best practices from the online knowledge base that will enable you to provide a high-quality source of information for your customers. By following some best practices mentioned below for your content, pages and experiences, you can have a big impact on how customers find information and use it in their own time according to their needs.
We’re listing below some tips and techniques that can help you create the perfect Knowledge Base:
Plugins can be used to create custom roles and there are tools you can use to make the most of your knowledge base and knowledge management process. You save time and money, answer more simple questions and help your customers and team members to be happier and more productive.
Be wary of the existing shortcomings:
Whether you start writing help articles or give a day off to your support team, you need to know how to build your knowledge base, what it isn’t and how best to present it to people who want to use it as soon as possible. If you have content that is scattered around you need to bring it all together in a structured and easily accessible way to answer and cover as many questions and issues from the customers as possible
Don’t try to do everything at once, build the Knowledge Base steadily:
Try to avoid collecting all your relevant knowledge in the first step, and start with relevant knowledge articles to achieve quick wins. A Knowledge Base should be treated as a platform to stimulate an institution’s onboarding capacity, a place for customers to find answers and encourage potential customers to form a long-term alliance with your product or service.
Ensure you have multiple viewpoints during your initial research, plan and design:
Your account managers are in the best position to point out new topics to the customers and thus ensure great content in the knowledge base. Details are left out to control the length and form of regular tracking, but the trick is to open up to customers and help them connect with company representatives who can exchange views, opinions, and suggestions without bias.
Update the Knowledge Base regularly:
You need to set up a process so that your agents can mark new content and update old content. If existing content needs to be improved, agents should mark it and mark your knowledge guides to know when it needs to be updated. It’s vital to regularly update and create content as part of the workflow. Keep an eye on incoming support tickets and Frequently Asked Questions. It helps to update content and ensure that information which customers are looking for is included in the Knowledge Base for support teams.
Focus on the right questions and pain points:
Make sure you focus on the right customer questions and pain points. Make sure to have quick links to frequently asked questions on the homepage so customers can easily find what they are looking for. Once you know the workflows and processes of your customers, you can identify pain points and potential problems so that things can be improved or errors can be caused by problems. In return, you can develop content that guides people who face common problems or problems that current customers encounter when using your product or service.
Ease of information access:
When your customers use their knowledge base to search for answers, it allows your support team to answer the big questions that require a human touch. It is good practice to store meeting notes in the internal knowledge base so that teammates can easily access the most important things that are being discussed, the decision-making and action elements they need to follow.
Promoting self-service is the best way to increase customer engagement and customer experience, as customers use the knowledge base you created. Self-service content must build trust with your customers and should be treated the same as your marketing materials. It builds trust in them and ensures that they learn from the instructions provided.
The primary goal of your knowledge base articles should be to help customers, and the content should be so descriptive that customers and your colleagues will find it useful. Avoid dry, technical items that itch your customers when you send an email to your support team. If a customer sends an e-mail with a question that you know has not been answered, write an article that answers the question so that you will not be contacted with the same question in the future.
Every article you write should solve a problem or create a new opportunity for your customers. Adding a simple thumbs-up-or-down system does a lot to gather user feedback. This is the best way to find out which articles work best and which ones need to be revised. Following these basic points will help build a Knowledge Base that covers all the aspects, provides quick solutions to problems, ease out live agents workload and enables customers to solve their problems themselves.