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Self-service Without Good Knowledge Management Is Not Possible

7 mins read

There’s an increase in the demand for self-service as today people prefer helping themselves over reaching out to a support team. For businesses, delivering exceptional self-service has become a must to maintain healthy relations with their clients. This means that the customers should be able to access the information you put out easily.

To achieve that, you need to practice efficient knowledge management. Organize important information and data into a single cohesive place, and make sure the website is user-friendly. It is at this point that you should consider getting a self service knowledge base to ensure a smooth customer experience. 

Power of self-service

Self-service encourages customers to fetch answers on their own and empowers them to resolve their queries or doubts without waiting for support agents to attend to them. In the cases where a ticket opening is required, the customers can do the needful themselves and close it if they don’t require it.

Customers get annoyed because they have to phone agents and follow up for days at times. Support agents get annoyed as well as some of the clients keep demanding unreasonable requests. The advantage of self-service is that it solves all of these problems and more.

Deflection in tickets can lead to higher CSAT & ASAT

Self-service knowledge bases reduce the resolution time of your tickets. It collects all the information required at the initial stages of the ticketed journey,  ensuring that it automatically corrects the resolver team,  allowing them to commence their work immediately. Through this process, unnecessary steps are avoided. Additionally, it stops tickets from being logged and aids customers find useful content to resolve their problems independently. 

4 Tips on how to Make Self Care Channels equipped with reliable and correct information

To optimize the use of Self-service channels, they ought to be filled with reliable and relevant information. The customers will refer to the information you publish and base their understanding of the brand on it. Here are certain steps that need to be followed to ensure that your self-service portal is efficient- 

1. Quality checks

Regardless of who’s writing the articles, it is important to ensure that someone supervises the content you’re putting out. This can be done by assigning an agent to overlook the content, or by programming your knowledge base to use certain keywords, jargon, or phrases that set the standard.

2. Research

Nothing that you put out on the website should be written or created without research or an in-depth study of the topic you’re providing the information on. Talking to internal teams, people in charge, reading company guides, etc will help you understand the information best before sending it out on the self-service portal.

3. Short content

Nobody likes to read long, never-ending pieces of information, or text-heavy guides that talk about everything besides the point they’re trying to make. Keeping your content short and precise will help users access it faster, understand it better, and apply it accurately without help or confusion.

4. Review

Before publishing content, or even after you’ve put it out on the self-service information base, you must constantly review it. Changes are bound to happen with time as new things come into existence. By reviewing information, you’re not only keeping it up to date but are also editing out errors. This helps maintain a neat, clean, and reliable self-service portal.

Learn how to design a knowledge base for self-service in 5 simple steps

By using a self-service knowledge base, you can reduce manpower in the support and client servicing teams. It also cancels the customers’ worries of waiting for hours. But in order to utilize its benefits, you have to design your knowledge base for self-service. This means, your self-service portal should be designed like this:-

No matter how well developed your knowledge base is, if your customers are unable to find relevant things, it’s of no use. Therefore, designing a super search function is crucial. Doing so will enable users to look for solutions, information, or anything that they require without having to involve your team. 

2. Choose topics

It’s really important to choose the right topics for your self-service knowledge base as the information you put out should be in demand. To choose the right topics, you must research in advance what it is that clients want to read, know, and understand usually. You can also finalize topics on the basis of your client interactions and experiences in the past.

Try to incorporate SEO-friendly words in the topic headlines and keep them crisp and to the point so that clients can find them easily. 

3. Create Articles &FAQs

The visitors to your website will access your content. Articles are the best way to guide clients. By creating customer service articles,  you put out a good amount of information regarding your company and services for the customer to go through. These articles should have accurate titles and related links. The articles shouldn’t be very lengthy and must convey only the needful. 

Using information from previous tickets, you can create FAQs. These are extremely helpful for potential customers as well as old ones. They get a good understanding of whatever they were looking for. Make sure that the FAQs you make cover important angles as well as basic things. FAQs are the most approachable form of information for the customer and should therefore include everything of relevance and be well-written.

4. Choose the right software

Once you’ve decided the information you want to put out, and how, you must make the most important decision- choosing the right self-service knowledge base software. The software you choose will decide the course of action ahead. It should include all the features you will require to offer self-service to your clients.  You have to make this choice wisely.

5. Structure it

After choosing the right content, and software, you must structure it all in a way that navigation and accessing information becomes easy. The information should not remain cluttered, and the customers should have a good experience throughout. 

A self-service knowledge base is an effective and efficient way of solving customer problems and providing a good experience. These specially designed knowledge management tools help your sales boost, and the business grows. By choosing the right knowledge base software for your business, you make your life easier and improve the client’s experience too. These self-service portals have become the need of the hour now.  Therefore do your research and start your hunt for the self-service knowledge management best suited for you!

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