Does your business need a knowledge base? This question can be answered by another question - Do you want happy customers and knowledgeable employees? If your answer is ‘yes’, then your business surely needs a knowledge base.
Let’s first take a look at what a knowledge base is.
In simple terms, a knowledge base is an online information repository where you can securely store and access information of any kind. It is created with the sole purpose of making information gathering easier for users, be it your customers or employees. You can create both internal as well as external or customer support knowledge base based on your requirements. It’s simple to create provided you use the right knowledge base software.
The importance of a knowledge base cannot be ignored especially today when both customers and employees seek nothing less than instant gratification. A click is the shortest distance they wish to travel while fetching information. Calling customer support staff and emailing them has become passe, with the trend of self-service taking the center stage.
Let’s glance through the top reasons why businesses need a knowledge base:
1. 24/7 Customer Support
A knowledge base helps a great deal when it comes to providing round-the-clock support. Customers can search for information easily anytime and from any device they want, without calling up the support staff for assistance.
2. Reduction in Support Tickets
Create a comprehensive knowledge base for your company and look at how fast your support tickets come down. Using a self-service knowledge base, customers get empowered to solve any questions they have on their own without raising a ticket. This also means less workload for your support agents, as they don’t have to answer the same questions again and again.
3. Smooth Customer Onboarding
With a full-fledged online knowledge base in place, you can onboard customers easily. This means you can guide them on how to use your product or how to troubleshoot trivial issues on their own. You can do this by creating a product manual, user guide, FAQs and more, with the help of a robust knowledge base software.
4. Delighted Customers
According to Forrester, “45% of US consumers will abandon an online transaction if their questions and concerns are not addressed quickly.” This makes it quite clear that the faster you resolve your customer queries, the more delighted they are. To keep them delighted, all you need is a self-service knowledge base that comprises all the required information, is easily accessible and provides instant and accurate answers to customers.
5. Informed Clients
You can use a knowledge base as a customer information resource. Customers can go through the knowledge base to learn about product updates or announcements of forthcoming products and services.
6. Customer Feedback
A knowledge base helps you gather customer feedback. You can gauge customer behavior and search pattern with data like successful and failed searches, popular and poorly rated articles, broken links, keywords searched, and more. This information is of immense help in improving your knowledge base and bringing it in sync with what your customers want.
Besides serving customers, it also helps you in knowledge management of your organization and enables you to cater to your employees in a better way.
1. Employee Onboarding
A knowledge repository that is accessible at a click, makes it a breeze to onboard new employees and keep older employees up-to-date about company policies, best practices, product updates, etc.
2. Centralized Knowledge Sharing
Support and sales staff can easily share their knowledge and learn from each other’s experiences using an internal knowledge base. A corporate wiki helps employees to document new ideas, share files, post news easily, or make suggestions. The best thing is nothing is lost (unlike email), and anyone can find the information in a central location.
3. Increased Collaboration
An internal knowledge base is a great tool that helps employees across different divisions and geographical locations to collaborate on projects. It helps to keep everyone up-to-date on new business developments and also serves as a central platform for discussing and sharing ideas.
4. Self-Paced Training for Employees
New employees can access the knowledge base to learn more about a company’s products or services. They can go through product documentation, service guides in their free time or from home, without hampering work hours.
A knowledge base can be created both for your workforce as well as customers spread across the globe. With millennials increasingly inclined towards instant gratification and self-service, implementing a knowledge management system has become a need of the hour. It, not just stores all your business knowledge at one place, but also makes finding and sharing information extremely easy. Delighted clients and productive employees equal positive business growth, and this is why you need to have a versatile knowledge base in place.