What is a technical knowledge base and why do you need (Customer Support Service) one?

by    May 27th, 2016

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A knowledge base is a way of managing technical information so that it can be referenced andshared. A technical knowledge base normally holds information on how to use features orprocesses, answers to technical questions and troubleshooting.

In today’s digital world, your online business’ success is dependent on the customer experienceyou are delivering and your knowledge base is a key to providing great customer experience.Customers expect to get the right information at the right time without having to wait for a reply or even pick up the phone and speak to someone. Customers today want to be able to find information themselves and search for answers and get immediate answers.

In order to provide an efficient self­service option for your customers you must have an effective knowledge base that delivers the right information instantly and that is easy to access and use. That would not only provide your customers with great customer experience and service but would also allow you to more cost effectively manage and scale your customer support. Sounds great, right? But in order to successfully provide self­service customer support tools you should make sure your solution includes those four important elements.

It’s often difficult for both enterprises and small businesses to find vital company information. Imagine how your agent feels if they struggle to find the information they need while attending to a customer. Today, more and more customer service agents rely on knowledge management tools as a primary resource for providing answers to customer queries. Maintaining accurate information and managing a knowledge repository does not require a company to employ expensive resources such as IT professionals, web designers, and developers. By deploying a robust and powerful knowledge management solution, a company can realize the benefits of increased agent productivity, improved overall customer satisfaction, and reduction of data management overhead. Praised by customers and industry analysts alike for its ease of use and reporting functionality, knowledgebase solution is completely integrated across assisted and self-service channels, improving service quality and increasing first contact resolution success. But in order to successfully provide self­service customer support tools you should make sure your solution includes these important elements.

 Accessibility

So having an effective knowledge base can dramatically lift your site’s customer experience and generated revenue. But it wouldn’t provide much value unless your customers actually use it, would it? Therefore, your knowledge base should be easily accessed and intuitive to use.

First, you should wrap it in an engaging and inviting package that lets your customers know that they can search for information or answers here. Second, offering this self­service tool which provides easy access to your knowledge base on every page of your website means that more customers can get immediate answers and don’t have to click away from their current page to find the information they are after. This could be even more crucial when you have an ecommerce website. In that case, your customers will go to your product pages where they expect to get the most relevant and accurate information for the specific product they are looking at without having to wait for live help. So each product page should have a knowledge base that pertains specifically to that product and allows self-service.

Ease of finding information

After you got the customer to interact and use your knowledge base, it is extremely important that the way to finding their desired information is quick and easy. As mentioned above, the knowledge base answers should be provided immediately which means automatically and without any need for direct, human interaction as it usually means waiting for response.

Allowing customers to ask questions in their own free­text words and even native language is a must for increasing usability and usage rate. But this has no value if the knowledge base does not bring back the relevant answers. The search algorithm should be extremely accurate and automatically provide a few possible answers when a question is asked. An “auto­suggest” feature is another great practice to help accuracy and have people quickly find exactly what they are looking for.

Being proactive to making it easy on the customer is recommended. A great way to do it is by providing frequently asked questions by other customers. The emphasis here is on providing relevant and segmented lists to let’s say; different products, or categories such as shipping, payment, etc. This allows finding answers for most popular questions without even having to spend time on asking or searching for them and also eliminates confusion which is one of the major reasons to abandonment and dissatisfaction.

So we discussed above a few things to help us humans find information within our knowledge base but let us not forget that we also want that search engines will be able to find our knowledge base content and drive traffic to our website. That is why we should also make sure that our knowledge base is visible to search engines and built in a search engine friendly way.

Key Differentiators for Aspect

Low IT Overhead:   Easy­to­use web interface for administrators and content managers extends and grows with your enterprise.

Increase Agent Productivity:   Sophisticated technology simplifies search queries and allows the agent to quickly and accurately find documents.

Consistent Relevant Information:   Assures retrieval of current information and provides a centralized, easily accessible repository for subject matter experts.

Powerful Reporting:   Measure article retrieval satisfaction, track search results, and report ROI with standard and customized reports.

Realize the benefits of increased agent productivity, improved overall customer satisfaction, and reduced data management overhead when you deploy an easy­to­use, robust knowledge management solution as a primary resource for your self­service and live service channels to provide fast and accurate answers to customer queries.