Let your customers help themselves with a knowledge base

What is a knowledge base ?

A Customer service knowledge base software is a specialized digital tool designed to streamline the creation and the management of a knowledge system intended for support purposes. It serves as a central hub for storing essential support content such as articles, FAQs, manuals, and guidelines, which helps customers resolve their queries the aysnchronous way. This software enhances the efficiency of customer support operations by allowing customers to access help at their convenience, reducing the workload on support staff, and speeding up response times.

A knowledge base is part of a bigger picture, and often included in customer service software to help customer service agents to improve their response time and simplify help content distribution.

The software includes robust features for content management, enabling teams to create, edit, publish, and manage dedicated help website with ease. Additionally, the system can support multiple languages to cater to an international customer base and integrates smoothly with company's identity. With features for controlling access to sensitive content and tracking the usage and effectiveness of help articles, knowledge base software not only improves customer satisfaction but also provides valuable insights for ongoing optimization of customer support strategies.

How to build a knowledge base?

When it comes to creating a knowledge base and separating your articles into categories, it's important to understand the type of audience you are willing to help. Some people like to use a search engine while others like to browse and look for different information at the same time. Make sure you group your help content so it makes sense for your product or services. When coming down to the knowledge article itself, make sure to keep it simple: Over-structuring with too many categories can lead to confusion. At first, start small! don't try to have the perfect knowledge base, write about 10 articles or less and add some more while you're getting more requests from your customers. It's also important to think about distribution and Live chat is the perfect tool to combine with a knowledge base. Offering knowledge base support is a pleasure, whether it's for an agent or a customer.

Why is a knowledge base important?

Your knowledge base isn't only helpful for your users, it's also useful for your leads and employees. A well-structured, well-written and perfectly designed customer knowledge base center will help your website visitors to make self-service even easier. A knowledge base software will allow your team to focus on questions that really matter, instead of repeating the same answers again and again. In fact, it's a cost-effective way to reduce time and effort, for the customer and for the team, to get an answer and move on to the next step. There are lots of different reasons why people like self-service help centers: it gathers different kinds of content (videos, images, texts ...), It promotes autonomy and it operates 24/7. Finally, to make your customer experience stand out, combine a knowledge base with any communications' channel to improve first response time and earn precious minutes when handling customer's requests.