At least 90% of contact centers in the US provide customer support through non-voice interactions such as online chats and emails.
However, a lot of customers no longer want to spend time connecting with support staff over simple queries or waiting for a day or two to get a response.
Increasingly, customer support is transcending interactions with people, and in a world that is customer focused and highly connected, businesses must provide clients with digital experiences that incorporate self-service.
By its very nature, self-service has to do with empowering customers to solve their own issues. According to Harvard Business Review, 81% of customers try to resolve their own problems before reaching out to a customer support staff.
Businesses are realizing this with at least 74% of corporate leaders acknowledging that customer experience is a key reason why they offer self-service channels.
Companies that establish self-service programs experience tangible results from increase sales to customer loyalty. A report by Aberdeen shows such companies increase their customer retention rates by up to 85%. Such results are driven by increased self-reliance.
Customer Support Knowledge Base
In this digital age, a knowledge base is key to enhancing customer experience. It is a resource that enables customers to access the right information when they need it and how they want.
Statistics from Coleman Parkes survey show 91% of customers would utilize a knowledge base if it was available to them.
In addition, a survey by Oracle finds 55% of customers remain loyal to a brand largely because they can easily find information about the products or services they use.
To a large extent, a knowledge base is a map or a web-based library that provides information on everything or anything about the services or products a business offers for use by customers and employees.
Through knowledge base software, companies can proactively address customer problems or issues. This makes it an important tool for reducing customer tickets.
Here are ten simple ways your business can reduce customer tickets using customer knowledge base.
1. Make Information Relevant
Your knowledge base should provide information that is relevant to your customers by ensuring that it responds to their needs so that it becomes easier for them to make purchase decisions. Consider covering the basics.
For instance, you could have responses to common questions, sets of how-to questions, and technical data among others.
Go a step further and organize that content in a systematic way so that your customers can access it easily. You could do this by categorizing your content by business type or product or service.
2. Simplify Complex Solutions with multimedia
If your business develops products that solve complex problems, you can make your content easy for customers to understand by making images an integral part.
Further, consider using videos to break complex processes into simple, easy to follow steps. These techniques can go a long way in making complex solutions understandable for your customers.
3. Popularize your Knowledge Base
Your customer support knowledge base will only be useful if your clients are aware of its existence. To do this, develop strategies such as optimizing the information you cover for search engines and enhancing its visibility on your website.
To optimize customer access to your knowledge base, ensure that your host server loads fast so that customers are able to access important information with speed.
4. Present Content in a Logical Way
The content in your knowledge repository should have a flow and ought to be presented in a logical way. While it is not possible to inform people about every possible detail in your product, be sure to provide them with information that enables them to use that product effortlessly.
In doing so, help them learn things first, then lead them in an orderly way, from the basics to the complex. For instance, if you want your customers to learn how to change a car tire, start with showing them how to jack up the vehicle, then move to removing the nuts, then pulling off the worn out tire, etc.
5. Have a Frequently Asked Questions (FAQ) Section
Your knowledge base should be able to provide customers with answers to any questions they might have about your products or services.
To make it easy for them to access those answers, include questions that frequently feature on the calls or chats that your support staff receive. In addition, find a way to turn issues that your customers report via tickets into questions and answers to make it easy to resolve via self-service.
To develop a FAQ section that is effective in addressing customer needs, you will need to review your customer support data and determine what issues you’ll need to feature.
6. Avoid Duplicate Content
Having duplicate content on your knowledge platform can slow down the process of finding answers to customer queries, leading to unpleasant experiences. To avoid this, ensure you have accurate and relevant information, with no duplicate entries.
7. Update Information Regularly
The content that you feature in your online knowledge bank needs to be up-to-date for your customers to use it to solve their problems.
Any new introduction or changes made to existing products or services as well emerging customer issues should have a corresponding update on the content availed through your knowledge base.
The easiest way to capture emerging customer issues is to turn ticket solutions into the knowledge base content, a support software can help do this automatically.
8. Make your Content Intuitive
When preparing content for your knowledge base, bear in mind, average people who might want to use such information. Use simple, easy words to explain your points so that the average person can understand. This means avoiding jargons and technical words.
9. Be Proactive, not Reactive
Sometimes the customers who visit your website to submit queries may not know what exactly they are looking for.
When you have a knowledge base in place, it could serve as an interface that helps such customers to find answers to questions using keywords. For instance, a customer who wants to know how to download a document from Dropbox can just type ‘download’ on your help site. The knowledge base then suggests different questions he can ask automatically.
10. Integrate your Knowledge Base on All Channels
A key aspect of knowledge management is integrating information to multiple functions and communication channels. This is critical because regardless of the avenue customers use to place their requests, all that information must be gathered into a single system.
By doing this, your business is able to remain visible on the entire customer relationship continuum, without anything falling through the cracks.
In addition to content, give your customers access to live chats, community discussions and ticket submission buttons from your knowledge base. Integrating these aspects in this web section can help reduces customer support tickets.
Increasingly, customers are preferring quick responses and solutions to their questions and problems, the self-service concept is making this possible.
Through self-service, companies are able to give customers immediate access to solutions on common issues, eliminating the need for interacting with support staff. Self-service is made possible by an online knowledge base that contains answers that customers need.
The knowledge base is a repository through which businesses proactively empower customers to solve their own problems by responding to their queries or issues even before they ask. This aspect makes knowledge base a key driver of customer loyalty and satisfaction.
What are the top knowledge base management tips?
- Make Information Relevant
- Simplify Complex Solutions with multimedia
- Popularize your Knowledge Base
- Present Content in a Logical Way
- Have a Frequently Asked Questions (FAQ) Section
- Avoid Duplicate Content
- Update Information Regularly
- Make your Content Intuitive
- Be Proactive, not Reactive
- Integrate your Knowledge Base on All Channels
About the Author: Brayn Wills currently holds the position of knowledge management manager at ProProfs. Prior to this, he was working as an Instructional Designer at the same firm. In his new role, he is responsible for creating unique and relevant content on knowledge base tools and keeping track of the latest developments in the realm of knowledge management. In his free time, he is either reading a new book or exploring offbeat destinations.