A recent survey found that 63% of customers start by searching through a company’s online resources before contacting a support team or creating support tickets. This shows that customers prefer to handle issues independently, which is made possible by utilizing an effective knowledge base. With an effective knowledge base, customers can quickly and easily find answers to their questions and resolve their issues without having to wait for assistance.
What is a knowledge base?
A knowledge base is a collection of information used to answer common questions and provide guidance to employees and customers. It can be stored in the form of text documents, videos, interactive tools, and other media, making it easier for customers to find the answers they need instantly and reducing the need for customer service representatives.
Knowledge bases can be used to provide instructional materials, troubleshooting advice, etc for new products or services. With a knowledge base, you can quickly and easily access the information you need to make informed decisions, improve user experience, and ultimately drive business growth.
Investing in a knowledge base is a great way to provide an improved customer experience and streamline the customer service process.
What can be included in a good Knowledge Base?
A good knowledge base includes a wide range of information, including policies and procedures, FAQs, product details, user guides, and more. By providing quick access to relevant information, a knowledge base can help organizations save time, money, and frustration.
What are the types of knowledge bases?
A knowledge base is a great way for businesses to store and manage information and help customers quickly get answers to commonly asked questions. Different types of knowledge bases can be used according to the use cases of different organizations.
Self-service Knowledge Base
Self-service knowledge bases are a great way for customers to quickly and easily find answers to their questions. These online resources are accessible to customers 24/7 and contain frequently asked questions and answers, as well as helpful resources and tools related to a company’s products or services. Customers can search the knowledge base to quickly find the answers they need, without having to wait for support staff to respond. This helps to reduce wait times and improve customer satisfaction.
Internal Knowledge Base
Internal knowledge bases are used for storing and managing information within an organization. They provide a centralized repository of information related to policies and procedures, and working processes, that guides employees to quickly and easily access the information they need.
These also help to ensure uniformity in the way information is managed and passed across the organization, enabling the organization to work more efficiently and effectively.
External Knowledge Base
External knowledge bases are publicly available databases that provide valuable information about a company and its products or services, as well as industry-related knowledge and resources. These resources can help businesses gain a better understanding of their market, stay up to date on the latest industry trends, and uncover new growth opportunities.
External knowledge bases are essential for organizations to maximize customer engagement and loyalty. They provide a valuable resource to both attract new customers and help existing customers better understand the organization and its products or services.
Regardless of the type of knowledge base you choose, it is important to ensure that the information you include is accurate, up-to-date, and helpful for your customers.
By leveraging the power of knowledge bases, businesses can boost customer satisfaction and loyalty, and also increase their overall visibility and reach.
Why is a knowledge base a must for your organization?
✔ It is a comprehensive collection of information that can be accessed quickly and easily, allowing teams to quickly find answers to their frequently asked questions and gain a deeper understanding of the topics they are researching.
✔ With a knowledge base, organizations can maximize their efficiency and productivity by providing teams with the information they need when they need it.
✔ A knowledge base can be used to store internal and external data, such as customer service replies and product information, that can be used to help customers and employees alike.
✔ Having a centralized knowledge base can be an invaluable asset for reducing the time and effort required for training new employees.
✔ By providing a complete source of information, new hires can quickly get up to speed and become productive members of the team. This not only saves time and money but also helps ensure that the quality of the training is consistent and effective.
✔ A knowledge base provides teams with the necessary tools to stay organized, efficient, and productive. It helps teams save time, money, and resources while giving stakeholders greater visibility into the organization’s activities.
Creating and maintaining a knowledge base doesn’t have to be a daunting task. With our all-in-one solution, at Faqprime we make creating and managing your knowledge base easier than ever before. You can easily create and manage information, categorize content, and customize the look and feel of your knowledge base in just a few clicks.