With a strong workforce and a culture of collaboration, innovative organizations tend to perform better. Knowledge bases offer an effective exchange of ideas, create accurate and accessible content leading to enhanced decision-making and higher quality customer service.
Choosing the right knowledge base requires a comprehensive and consistent view of your customer support strategy. Paying attention to the needs of the teams that interact with consumers and learn more about what they can expect helps to provide better service and a higher level of quality.
Creating a good Knowledge Base
Building a good Knowledge base should always begin with being clear about the design and structure. The main objective of building a knowledge base for support agents should always be ease of discoverability. Past analytics and history will give a better idea of the topics which need to be covered.
A comprehensive understanding of the company, as well as its audience, is also something that must be looked deeply into. The most important aspect of a great knowledge base is regular updates with relevant content and removing insignificant or outdated information.
There are a few things to remember before getting started with a knowledge base
Identifying the present knowledge
It is vital to recognize the sources of the available repository if it exists. How easily accessible? Is it up to date? What are the current challenges in accessing the present knowledge?
Creating a Requirement list for the Knowledge Base
Once you’ve identified and assessed the present knowledge conditions, you could begin forming the requirement list. Creating a requirement list would help the upcoming processes and help in being focused on the pain points. A requirement list could have all the features you expect your knowledge base to have and changes to the existing framework.
Selecting the right Knowledge Base
Options are plenty when it comes to choosing a knowledge management system from the market identifying your needs, understanding what is a deal-breaker for you and which software fits perfectly with your existing setting could help you get the best out of your knowledge base
What makes a good Knowledge Base
Internal and External Knowledge Base
Knowledge Base Software must be optimized right from the start so that your customers find answers on whatever device they are using. An internal knowledge base gives employees easy access to information they need about the company’s products and services. An external knowledge base enables you to scale customer support by enabling your customers to find solutions to problems without opening a support ticket.
If a customer needs to contact you with a question, you must make sure they can do so via an integrated contact form or knowledge base. Employees and team members get immediate answers to any questions they need with the help of a knowledge base, without having to answer themselves by email using knowledge base software.
An internal knowledge base has the priority of serving the company’s employees, while an external knowledge base can be used by product users as it hosts on servers free of cost. Knowledge bases can also serve as content repositories for chatbots, providing them with the data they need to solve customer problems.
Selecting the right tools and technology
Choosing the right tools can help create solid and comprehensive content. To help you define the necessary functions and the people to be involved in the whole process, the tools that are suitable for all media are the best. With most solutions, it is difficult to know where to start if you are not familiar with the field.
When thinking about which Knowledge Base Software is right for you, ensure that you understand the difference between built-in and stand-alone options. For example, if your team shares an inbox for support requests, an integrated knowledge base makes it easier to locate and insert support items into your responses. A high-quality Knowledge Base Software will also have custom reporting options for each Knowledge Base article, including viewing and visiting of time pages for each article.
Updating the Knowledge Base
The frequency with which content changes and how customers interact with your information should be part of your decision. The solution should contain the necessary functions to configure, optimize and modify the database in order to expand and develop content over time.
Content management should be continuous to keep the information up to date. Self-serve content must build trust with your customers and should be treated the same as your marketing materials. If you customize your titles to reflect problems, customers are more likely to look for solutions.
Ease of Access and relevant features
A knowledge base for self-service should contain features, frequently asked questions (FAQs), user sections, forums, articles, white paper articles, videos, tutorials, case studies, dictionaries, and glossaries to help customers understand your product or service. Questions that use your self-service knowledge base will be answered quickly, saving time for your customer service representatives, and the content will be easy to navigate if your business is looking for experts in this area.
When selecting a knowledge management system, it is crucial to find one with self-service features that makes customers’ lives easier. You want a solution that helps users manage joint tasks through your live agent requests, provides 24-hour support for help seekers, is easy to use, and meets complex requirements.
Operations take place on a large scale, and millions of queries into a knowledge management software with good know-how can help organizations get help faster, obtain tickets, and satisfy customers. There is no reason for companies to compromise on customer service.
There is a tremendous opportunity to provide the best possible customer service, make the most of modern business practices and simplify employee training and operations with available solutions such as knowledge base software.
We have seen several metrics and aspects that make a deciding factor while choosing the right Knowledge Base. Keeping in mind the features a good knowledge base provides could help in improving customer experience and overall customer satisfaction scores.