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Knowledge base for customer support – How to create & manage effectively

9 mins read

The average consumer’s patience is constantly reducing and this applies to seeking support. Every customer these days prefers to be in charge of their time and therefore prefers brands that have both –  a portal that’s filled with answers & a dedicated customer service agent with resolution in a few clicks. That’s why an efficient knowledge base for customer support is the need of the hour- helping agents & customers clear doubts, obtain information, etc. with ease.

Convenient and reliable, a good knowledge base for customer service offers instant solutions to the customers that translate into enhanced customer experience (CX) while reducing the burden on your team. But to benefit from its perks, one must ensure that the knowledge base is well-organized.

Before jumping to the features that make it a great addition to your contact center, let’s understand what a knowledge base really is-

A knowledge base is the hub of relevant information. It usually stores all customer service information in an organized way (In the form of articles & FAQs). This centralized database spreads knowledge organization-wide while also supporting, organizing, or collecting it.

A library of information may include manuals, FAQs, guides, etc., and other relevant information that you wish to make available to visitors. Some knowledge bases can even interact and aid users if they are backed by clever Artificial Intelligence (AI).

Key components of a good knowledge base for customer support

So, how does one differentiate a good Knowledge Base from the lot? By paying close attention to its features!

The most important features that make an exceptional knowledge base include:

● Fast

Make sure the knowledge base software delivers speedy performance to enhance your customer base. Check whether it scales globally, uses advanced technologies like CDN, and distributes data accurately to users.

● Killer search engine

The most essential feature in a well-functioning knowledge base system is that the search engine should be exceptionally efficient. Because without one, however, well your information may be organized, no one will be able to find what they’re looking for. To top that, the search engine should be fast, delivering accurate results on time.

● Clean User Experience

Every visitor is a potential customer or client. Your portal should be well-organized for them to find things easily. If your knowledge base is poorly organized, it’ll make your customers feel like they are lost in a sea of information. The knowledge base should therefore be able to deliver clear answers and solutions without confusing or driving customers away.

● Enterprise Grade Backup

Your knowledge base could have the cleanest user experience, be filled with the right information, troubleshoots, and more, but what if someone accidentally deletes something? All your hard work is reduced to tears completely. This is why having a super-grade backup is uncompromisable. 

● Search Engine Optimization

Nothing that goes out on the web today can afford to not be SEO friendly. Your knowledge base should have fields for you to add SEO staples, like Meta titles and descriptions. It should have important keywords. If not, no matter how good your information is, it won’t show up in the results on the web.

How to create a good KB for your company

1. Select core elements

Some Knowledge bases for customer support have in-built core elements. In case you select a pre-designed one, you will already have these ready. If not, you have to decide what elements best suit your requirements.

2. Choose your content

Decide what you want to put out there for the world to see. Make sure it’s the best representation of your business as most customers will access it. Structure the content in an organized way to ensure a smooth experience for the users.

3. Write articles

How-to’s, step-by-step process descriptions, listicles, guides, etc., work like a charm. They are the easiest to find and comprehend. Make sure the articles are well-written and accurate. Try to use titles that are clear and precise.

4. Add visuals to your content

Visuals attract the eye. Without them, your knowledge base, no matter how good it is, will look boring. Nobody wants to go through a lot of information as it can be overwhelming. With the right visuals, not only is that problem taken care of, but they also make it easier for the reader to understand certain complex actions or terms.

5. Keep revising & updating

Publish your knowledge base once it’s ready, but keep revising the needful as and when required. Keep up with the times and update the information to avoid any kind of disconnect with the audience.

Conclusion

Most businesses offer comprehensive websites these days, with detailed guides and answers.  Using a knowledge base system does wonder like boosting your sales, increasing your ranking, enriching the customer experience, and more. But all of this is only possible when you choose to use a well-stored knowledge base for customer service and one that’s right for you.

While you’re deciding, look for one with an excellent search engine, customization options, and secured backup. Ultimately, it should be user-friendly and convenient. Once you have made your pick, you’ll understand the many advantages it has, like improving productivity, increasing employee engagement, preventing knowledge loss, organizing data, remote functioning, etc.

When you finally commence using one, your business will notice the huge difference it makes!

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