6 Ways Your Knowledge Base Can Improve Customer Experience

There is no denying the fact that we live in an era of instant gratification. The immediate response that we


Brayn Wills

May 7, 2019

Back to Resources

There is no denying the fact that we live in an era of instant gratification. The immediate response that we get from tapping or scrolling on a gadget has transformed us into impatient beings who refuse to wait for anything.

Things are no different when it comes to client expectations regarding customer service. According to a study by Harvard Business Review, 65 percent of customers want their issues resolved in the first contact, while 50 percent of them will not give more than a week’s time to get an issue resolved and move on to a competitor. Companies these days cannot sulk over such impatience; instead, they need to find ways to adapt to it or they lose edge over the competitors.

Deploying an effective online knowledge base is one way to ensure that your customers are delighted every single time when they approach your customer support. This cloud-based knowledge repository is an online library that contains all the information on various aspects of an organization from its policies to its products. Let’s take a look at how this tool can improve the customer experience.

1. Significant reduction in your support tickets

Around 80 percent tickets that a customer representative receives address basic issues that can be resolved easily with the help of FAQs. These FAQs can be generated with the help of knowledge base software. While your customers can find answers to their queries instantaneously, on the other hand, your support staff can save time and focus on resolving other important tickets. Your knowledge base will also incorporate answers to new issues that may appear repetitive in nature through the course of your business without having your employees dig through long lists of mail history. 

2. Round-the-clock accessibility for your customers

Relying completely on support agents can be cumbersome especially if your customers belong to different time zones or if the holiday season is around the corner. Setting up a 24-hour customer support service does not come handy either. It involves huge costs for employing more staff working in different shifts. Your customers will not have to wait with their query for your support agents to get on board. An efficient knowledge base will solve most of your customers’ problems, while they are unable to reach out to support agents.

3. Boosts brand loyalty

Product documentation is not just verbose wall of information put together about your product. Instead, it is an articulately framed document that includes to-the-point details right from the inception of the idea to its formation and user guide. A well-drafted, customer friendly documentation that is embedded with suitable images and videos ensures that your customers have accurate information at hand which thereby elevates their confidence in the product as well as in the brand.

4. Internal knowledge sharing with customer service representatives

Smart internal knowledge sharing will help your support team access the right content at the right time. It is easy to lose a customer while your agent puts him on hold and digs through an unorganized archive of files in order to find a solution. A customer service knowledge base will provide all the information, well organized right at your agent’s dashboard. This way, your agent can minimize the struggles of ‘searching for’ the right answer as well as the holding period for your customer. A centralized knowledge sharing system will also ease accessing information from various departments, allowing the support agents to solve queries relating to other departments without delay.

5. Training your AI-powered chatbots for customer support

A smarter version to an online knowledge platform is AI-powered chatbots. Although many companies have started deploying chatbots as a customer service tool, not many of them solve customer issues effectively. Most customers end up being annoyed with machine-like answers. For your AI to be human-like and intuitive, it needs to be fed with a vast amount of data and information. Here is where an up-to-date knowledge repository can prove to be a source of that data. When your chatbots are trained with the data in your knowledge base, it is more likely to provide relevant solutions to your customers. Although, there are many other factors that influence the functioning of your chatbot, knowledge base plays a major role in training it effectively and thus, delivering customer satisfaction.

6. Accessibility across all devices

These days, almost all of the online business is carried out on mobile devices. Therefore, it is important to provide optimizable help content for your customers. Every web-based information center provides with a mobile-friendly support system that enhances the overall customer experience. All the information in your knowledge base, including videos, images, manuals, is accessible across multiple devices, irrespective of the OS used.

So, there you have 6 reasons to use a customer service knowledge base in order to enhance your customer experience. It surely is one software solution that strikes several hot spots at once. With customers relying more and more on self-service, it is imperative that brands offer such an option to their customers. Since, it makes things easier on both ends i.e. customer and the company, who wouldn’t fancy a knowledge base software with that many advantages?

Editor’s Note: This article reflects the opinion of our guest author.

About the guest author 

Brayn Wills currently holds the position of knowledge management manager at ProProfs. Prior to this, he was working as an Instructional Designer at the same firm. In his new role, he is responsible for creating unique and relevant content on knowledge base tools and keeping track of the latest developments in the realm of knowledge management. In his free time, he is either reading a new book or exploring offbeat destinations.

More Resources

Subscribe for the lastest CX content

© 2021 GetFeedback, Inc.|888-684-8821|Terms of use|Privacy notice|California privacy notice

*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.