What Is A Knowledge Base?
To understand the meaning of knowledge base, it is significant to know the definition of the knowledge base. In a layman language, a knowledge base is a part of the platform that works on self-service. It is connected to a whole database system that contains all the information of the products and services for the customer. In short, we can say that knowledge base is the customer support of the modern era, and this won’t be wrong at all.
All transactions start for a customer and end to create a relationship with the customer that continues in profit.
It is vital to keep the communication going, so the customer relations don’t wither away. It is important to remember that a new customer can cost more than retaining older customers.
The marketing strategy used should have good customer service and support, which can be done with a smooth knowledge base and other efforts of support staff can be utilized elsewhere. A good knowledge base is not only efficient customer service but a great help for customers too. For example, one of the well-known providers of internet services, CenturyLink in the US offers a top-line knowledge base in the form of guides and “how-to” blogs and other directories which help the company keep customers engaged and satisfied. While they also offer 24/7, support available at the CenturyLink phone number for whatever issue the customer may face, at any time or after the post-sale service. This is just one example of a good customer support system, read on to learn how you can create your own or improve yours.
The Knowledge Base & Costs
Why Must A Knowledge Base Be Simple To Maintain?
Although this is a modern way to assist the customer, it should not be complicated at all. If there are complications in the process, the customer might not be satisfied and the company won’t be able to generate good results. Generally, a knowledge base consists of videos and blogs. Initially, a company must not spend a hefty amount on knowledge base because it can cause financial problems.
There is also a need to maintain the platform. If it is maintained well, it can solve the need to pay customer service agents and can be a much automated module.
Below are 7 pros of a knowledge base that will motivate you to establish this platform.
1-A Good Knowledge Base Is Having Happy Customers
The growth of a company is proportional to its customers. If the customers are happy, the company will get a fantabulous boost in sales. The customers can solve their problems themselves with the aid of a knowledge base. There is a lot of fuss when it comes to customer service agents. Usually, the lines are so busy and the customer has to wait for hours to meet a customer service agent. Three is a lack of time in the present era. People don’t like to wait for long hours. They want to solve their problems immediately and that is possible with the help of a knowledge base.
2-Increase in Customer Retention
The entire customer- seller relation is based on a better environment. If the service provided is better, the customers will stick to a company. This is because the customers usually have no time to look for new companies. They simply need one good company and they stick to it for years. All that matters is trust and facilities.
Also, it is good to provide incentives and discounts to the new customers so that they are convinced to join your company.
3-You Deliver A Continuous Customer Support
The most significant pro of a knowledge base is that you provide 24/7 support to your buyer. They can simply switch to the website and solve their problems. This eliminates the need to hire customer support agents for 24 hours and pay them accordingly. This can increase the number of satisfied customers.
The best part of a knowledge base is time-saving. A customer can quickly watch a blog o video and solve his problems immediately. Another benefit of a knowledge base is the issue of the language barrier. Generally, the customer support agents are not good in different languages. In the case of a knowledge base, the entire module is automated and they can find their answers in their language. This is the fastest way through which one can solve his problems. This has genuinely solved problematic customer support.
4-Customer Issues Managed Proactively
Since the entire system of the knowledge base is automated, it is a very cost-effective and quick method of customer support. It will not only solve the existing problems of your customers but also the problems that have still not been faced by the clients. This is the best part of this platform that you do not need to worry about the problems that might be faced by your users in the future. You are already ready for it. Make sure that the knowledge base is user friendly
5-Reduction in Other Costs
The overall cost will be reduced as this module is very cost-effective. You need not pay the customer support agents for call receiving and other management skills. Also, you don’t need a complete setup for your customer support agents. You simply need good content for this.
6-Helps Gaining Niche’s Control
Smart companies not only solve their problems with the help of this module but also take the niche in their control. This helps them to bring loads of traffic to their website. They do proper SEO of their website and generate some good revenue. It’s two in one. However, if you are looking for very quick results, that’s not possible. You need to be patient and preserved for this purpose.
7-All Useful Info in One Place
There are no cons to a knowledge base. It is very helpful for you as well as the buyers. A knowledge base is a diverse module that anyone in the company can operate to document the previous issue or adopt new processes.
The most significant benefit of having a knowledge base is that it is a time saver for both; your clients and you.
Customers get what they want to learn when they want it to learn, without having human interaction. Your staff will have fewer calls to answer, will spend less time on difficult duties, and will be able to focus on other important tasks at hand. It is altogether, a very good investment. Isn’t it?