You are constantly working to deliver the best possible customer service to your customers, as they are exactly what keep your business alive.
However , you can become quickly frustrated when you find that your customer support team is answering exactly the same questions repeatedly.
At these times, you need to figure out a way to level your customer support and provide better assistance to your customers.
One form to do this is with self-serve customer service, also known as a knowledge base, which is in the middle of data-driven marketing .
It is essentially a large library of information that will specifically relates to your business offerings. When done right, a strong knowledge base has the potential to improve the overall customer experience while also scaling lower your own customer support program.
Let’s learn more about it and how you can create one that helps your company thrive.
Exactly what Knowledge Base?
A knowledge base is an online or off-line content library that contains various information regarding an item, service, or even topic.
It is filled with tutorials, instructions, and answers to common questions your customers have.
It is self-serve, allowing you find answers to their questions, and it can be used internally amongst employees or externally for customers and prospects.
Its principal goal is to provide end-users with the information they need to solve a problem they are having while not having to rely on another individual.
What are the Types of Knowledge Base?
There are multiple types, all of which serve a different purpose. Some are for internal use, some are for exterior use, and some are with regard to both!
Internal Knowledge Foundation
An internal knowledge base is normally used so that employees have a more efficient way to collaborate with each other and share company data internally with each other and different departments.
It contains information that isn’t intended for viewing by public.
You may find onboarding information, human resources information, lawful documents, meeting agenda, company vision statements, company calendars/schedules, team resources, IT manuals, and more.
External Customer Information Base
A customer knowledge base is external, which means it really is designed to help those who are outside of the company. It contains information which is intended for public viewing.
A customer knowledge base can help customers learn more about the products/services that you offer, how to solve common problems related to the products/services, and much more.
Research shows that most consumers want to look for an answer themselves before contacting the organization, and a knowledge base is the best place for accurate information.
Keep in mind that the content in any understanding base can vary, but generally speaking, it will include various information regarding how to use a company’s items, how to take advantage of advanced functions, and overcome some common problems.
Why is a Knowledge Bottom Necessary for Businesses?
In today’s tech-driven world, end-users anticipate accurate information to be offered at their fingertips — literally.
Most people don’t wish to have to make a phone call to a business to get the answers they need. They want to gain access to the solution to their question immediately.
In fact , this last declaration refers to 90% of customers, based on a study performed. This is where a knowledge base comes into play.
With the growth and implementation of a strong knowledge base, your company will certainly reap many benefits. Some of these benefits include:
- Being able to provide faster and more consistent customer service .
- Improved self-service with your customers.
- Having the ability to offer regular updates regarding products/services and their features.
- Reducing teaching overhead.
How Do You Build a Simple Knowledge Base?
Your knowledge base should exist in order to consist of quality, helpful articles for its users. It should save your valuable customers time by resolving common problems. Above all else, it must be organized and up to date all the time.
Here is a look at a few steps you can take to begin building a easy knowledge base.
1 . Decide on the Core Elements of Your understanding Base
Your first step is to figure out what will make up the foundation of it.
You can find pre-designed templates that have the primary elements included , which means you just need to provide the actual content material.
Basically, there are three major elements any basic knowledge base should have:
The FAQ section is where most customers will go when they have simple questions about your product/service.
Make sure they are able to find one and make it easily accessible to them.
It saves your customers effort and time, and your customer service team gets to focus on more serious issues.
Contact Support Option
Regardless of how many questions and answers you have in the FAQ section, it may just not be enough for a customer.
Issue is the case, you want a good easily seen and obtainable “Contact Support” option accessible.
Ideally, this option should be on all FAQ pages, to allow them to easily click on the button/link when the page fails to answer their particular question.
The last thing you want is your customers searching and looking for a contact option.
Typically, a simple knowledge base will have a search bar/function before anybody has access to the information inside.
Having a search perform ensures those customers who are looking for something specific will find it easier.
2 . Select Your Knowledge Base Content
It could be pretty overwhelming trying to figure out what content you should begin with as you create your knowledge base.
Ultimately, you need to concentrate on the topics that your clients are likely to ask.
As you begin the content creation procedure, you will want to start off small. Start with the basics, as this will not require any kind of significant research to accomplish.
From there, you can begin creating a lot more in-depth content, which will require some research on your part.
Check into past help desk requests, customer support tickets, etc . Identify areas of typical concern and use this information to create your FAQ section.
Consider breaking up your articles into categories , that make it easier for your customers to find the topic they’re looking for. This will improve the overall user experience .
3. Agree on the Structure of Your Knowledge Base Articles
To make the content creation process easier, you may want to develop a simple template that is used for all knowledge foundation articles. Here is a good start:
- Step by Step Process
- Related Resources
With this fundamental template, you will explain the issue the customer is having, go into a step by step process that will solve the issue or help them complete a task, inform them what should happen after they’ve completed the step-by-step process, and offer related articles in case they need further help.
Make sure your knowledge base write-up structure places the most important information at the start of the content and everything steps are listed in chronological order (or the easier guidelines first if no particular order is necessary).
4. Write Your Knowledge Base Posts
Now that you’ve built your own foundation and created a construction for your articles, it is time to begin writing.
As you start, make sure that you are always assuming that the user is a novice with no prior knowledge of basically anything.
Therefore , you should never use industry-related terms or jargon. While it makes sense to you, it probably doesn’t for them.
Make everything as simple as is possible. Here are a few tips:
- Retain it short, sweet, simple, and to the point.
- Write in short paragraphs.
- Create bullet points plus lists.
- Utilize bold and italics.
- Add links in order to additional resources.
five. Add Visuals to Your Articles
Visuals help create more desirable and effective content inside your knowledge base.
The most typical visuals used in this feeling include screenshots, instructional videos, and the like.
However , it really is imperative that you do not replace text with visuals. Visuals should serve as ancillary information.
Plus, there are numerous people that would prefer to read rather than watching a video.
More, in the event that an image or video is unable to load, you need to assure customers still have access to the necessary information.
6. Publish Your understanding Base
Now that you have everything put together, it is time to publish your knowledge foundation so it can be used.
Preferably, it should be easy to find on your site as well as search engines.
Feature a link to your knowledge base anywhere and everywhere you can. This will increase the chances of customers finding it.
7. Analyze and Improve Your Content
Just like anything else you do for your business, you must track the particular performance of the knowledge bottom.
In doing so, you can learn what is working and what may not be functioning the best.
As you are analyzing the success of your content, you should track the particular decreased volume of tickets and increased fulfillment of customers .
Take a shut look at what areas of the knowledge base your customers are using probably the most and what they’re searching for at first.
This information may help you identify potential areas of improvement , including topics to include.
Periodically, you should perform a full audit of the knowledge base so that you can update content and remove old, irrelevant content material. It should expand as your company grows.
Finally, a successful knowledge base has the potential to save you time and money while also keeping your clients and employees happier.
While it will take some time and effort upfront to get it going, the end result is well worth it.
Having a knowledge base at your helm will allow you to put your focus on other efforts, such as customer empowerment and education, since there will be a decline in customer support seat tickets.
Ready to take the plunge and increase your business?
Make use of this Content Marketing Maturity evaluation to identify areas of success and areas that need a bit of improvement.
The post How to Create a Knowledge Base? Examples + Guidelines appeared initial on Stone Content .