Self-service is changing the CX game
Updated On: July 17, 2024
A knowledge base is a central hub for all the important information that flows through your company. It is a digital repository of your entire organizational knowledge organized in a way that makes it easy to find and use. Â
A knowledge base stores both explicit knowledge (written down information) and tacit knowledge (experience and know-how) in the form of documents, FAQs, best practices, and more. Â
A knowledge base allows customers to find solutions on their own time, 24/7.
Customers can troubleshoot issues, answer questions, and learn about your products or services without needing to contact customer support. This reduces wait times and the load on customer support agents.
A comprehensive knowledge base displays your expertise in your field and positions your company as a reliable resource for your customers.Â
Self-service through a knowledge base is significantly cheaper than handling calls. Calls require staffing, infrastructure, and time for each issue resolved, whereas a knowledge base provides instant answers 24/7 at a much lower cost.
A customer-facing knowledge base extends your brand beyond marketing materials. It acts as your voice, directly addressing customer concerns and questions. By providing relevant, up-to-date information, you control the narrative and ensure a consistent brand experience.
Apple’s knowledge base offers a comprehensive one-stop shop for everything Apple. It covers a vast array of products and services, from iPhones and Macs to software like iOS and macOS.
They prioritize user-friendliness with clear language, helpful visuals, and a robust search function that caters to users with all levels of technical expertise. Furthermore, Apple goes the extra mile by offering multilingual support.
Focused specifically on their video conferencing platform, Zoom has an organized structure for finding information fast. You can troubleshoot common technical issues with step-by-step guides rich in visuals.
Zoom’s focus on user needs and providing clear, actionable content makes its knowledge base a valuable resource for anyone using their platform.
Self-service is changing the CX game
Airbnb’s knowledge base combines intuitive design and personalized interactions. The platform uses autocomplete for search, detailed maps for location visualization, and clear, simple forms for ease of use. Â
Airbnb also displays trust and transparency through user-generated content like reviews and photos.Â
Canva’s knowledge base focuses on accessibility and intuitive design. It offers a mix of articles, tutorials, and video guides to answer common questions and troubleshoot issues.Â
Canva also provides interactive challenges and short introductory videos that guide you step-by-step.Â
Netflix’s Help Center has a clean design with clear, concise articles categorized for easy browsing. A search bar aids specific inquiries, while well-structured articles with numbered steps and screenshots guide you through solutions.
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Mailchimp’s knowledge base categorizes information by topics (e.g., accounts, audiences, automation) for easy navigation. Whether you are looking for something specific or simply browsing, Mailchimp provides articles with helpful screenshots.
While their free plan offers access to a chatbot assistant for basic troubleshooting, paid plans provide additional support options like email, chat, and even phone support for more complex issues.
LEGO has categorized topics in its Help Center. You can easily find solutions to common issues like missing pieces, broken bricks, or lost instructions. You can even download building instructions for thousands of sets, old and new.
LEGO also offers a 24/7 chatbot named Sophia, who can answer basic questions and connect you with a live LEGO expert. There are phone and email support options for more complex inquiries.
Dropbox’s knowledge base is well-organized and categorized by functions (create, share, sync, etc.) for easy browsing. A prominent search bar lets you find specific topics quickly, while clear and concise articles with screenshots guide you through solutions step-by-step.
Discord’s support leans towards a community-driven approach. While they lack a traditional knowledge base with articles, they offer a structured Help Center with clear categories like “Account Settings,” “Getting Started,” and “Trust & Safety.”
They also provide a search bar for specific inquiries and a prominent “Submit a Request” button for raising tickets with the Discord support team.
While Discord might not offer the step-by-step guides found in some knowledge bases mentioned above, it prioritizes user-to-user support through community forums where experienced users can offer solutions and guidance.
Slack is a cloud-based team communication platform. Its knowledge base is exceptionally user-friendly and engaging.
Slack has a clear search, well-organized categories, and even video tutorials and user communities. This mix provides new and experienced users with many resources to learn and troubleshoot.
Implement a Dedicated Knowledge Management to Build a Robust Knowledge Base
Knowledge base could be internal or external and can include various types of information, but every good knowledge base needs to have the following features:
A knowledge base is as good as the information it contains and the ease of access for its users.
A well-built knowledge base should be clearly categorized with a logical structure so that it is easy to find the required information promptly.
AI is all the rage today and justifiably so.
An AI-powered search engine goes beyond simple keyword matching. It employs natural language processing (NLP) to understand the context and intent behind a user’s query. This allows customers to find relevant information even if you don’t use the “perfect” keywords.
Clear and concise content is paramount in a knowledge base. After all, it needs to be easily understood by a wide range of users, from technical experts to those with limited knowledge.
Customers should be able to find relevant and helpful information quickly, without wasting time deciphering complex language or irrelevant details. This ensures the knowledge base effectively empowers customers to solve their problems.
A knowledge base with an easy to navigate UI makes all the difference. Regardless of the features it offers, a complex UI will discourage users and hinder knowledge accessibility.
An intuitive UI makes finding information effortless, streamlines knowledge creation and distribution.
Knowmax is a guided knowledge management system that enables you to create your knowledge base which covers everything from content creation to content analysis to keep your knowledge base healthy.
With Knowmax’s different knowledge formats, like articles, decision trees, and picture guides, you can present the right information in a way that best suits the topic and customer needs. It integrates with your existing support channels (email, chat etc) to provide seamless access to knowledge base content.
Knowmax also provides detailed insights into user behavior, allowing you to identify areas for improvement.
Here’s what a leading telecom has to say about Knowmax.
