Maximizing Customer Success with a Knowledge Base
Learn why a knowledge base is essential to achieving customer success goals.
In today's fast-paced and competitive business environment, achieving customer success has become more critical than ever before. Organizations that prioritize customer satisfaction and loyalty are more likely to outperform their peers and gain a competitive advantage. To achieve this goal, businesses must offer excellent customer support and ensure that their clients have access to the information they need to make informed decisions. That's where a knowledge base comes in as a vital tool for businesses seeking to provide top-notch customer support. In this blog, we will explore why a knowledge base is essential to achieving customer success goals and how it can benefit businesses of all sizes.
What is a knowledge base?
A knowledge base is an online platform that provides customers with a self-service option to quickly and easily find answers to their questions and solutions to their problems. In recent years, the popularity of knowledge bases has grown significantly as more and more customers prefer to search for help online rather than calling customer support representatives. In fact, according to a study by Zendesk, more than 69% of consumers prefer to solve issues independently, and 63% almost always start with a search through a company’s online resources before ever turning to a support rep, making it a critical component of any successful customer support strategy.
A knowledge base typically covers a wide range of information about a company's products or services. It can include frequently asked questions (FAQs), troubleshooting guides, user manuals, video tutorials, and other resources that customers may need to resolve their issues or queries. Knowledge bases may also contain product or service specifications, pricing details, and additional relevant information to help customers make informed purchase decisions. By providing comprehensive and easily accessible information, a knowledge base can not only improve customer satisfaction but also reduce the load on customer support teams.
Despite the numerous benefits a knowledge base can bring to customers and customer support teams, many businesses still do not have one in place. One of the main reasons for this is that creating a knowledge base can seem daunting, and many companies may need help knowing where to start.
The two most common reasons why businesses may shy away from creating a knowledge base are:
Lack of resources: Many businesses hesitate to create a knowledge base because they believe it will require considerable time, money, and manpower. However, this is simply a misconception. With user-friendly tools such as WowTo, setting up a knowledge base for your business is easy and hassle-free.
Lack of awareness: Many businesses may need to be made aware of the numerous benefits that a knowledge base can bring to their customer support strategy and may not see it as a priority.
Don't let the fear of resource constraints or lack of knowledge hold you back from leveraging the benefits of a knowledge base for your customer's success.
What are the benefits of using a knowledge base for customer success?
Whether you think setting up a knowledge base is an arduous task or have never pondered the idea of setting up a knowledge base, let us help you understand how a knowledge base will contribute positively to your customer success.
Knowledge base is faster for your customers
Your customers expect quick and efficient solutions to their queries, and they want them right away! However, traditional customer support methods can be time-consuming, with customers waiting for a response to their query or navigating through various channels to raise a support ticket. This can be frustrating for customers and lead to a poor experience.
On the other hand, a knowledge base can provide a faster and more proactive approach to customer support. By anticipating common queries and creating helpful resources such as troubleshooting guides, feature walkthroughs, and FAQs, the support team can provide customers with a self-service option that is available 24/7. This empowers customers to find the answers they need quickly and efficiently without waiting for a response from the support team. With a knowledge base, customers can quickly get the information they need, leading to a better customer experience and increased satisfaction.
Knowledge base reduces support ticket volumes
A knowledge base can reduce the volume of support tickets a business receives by providing customers with a self-service option. This can have several benefits, such as freeing up support representatives to focus on more complex issues, improving response times, and reducing support costs.
In addition, a knowledge base can be a valuable resource for support representatives, providing them with additional information and resources to help customers. Instead of repeatedly walking customers through the same process, representatives can direct them to relevant articles or videos on the knowledge base. This saves time, increases the support ticket resolution rate, reduces customer frustration, and helps support representatives be more efficient and effective in their work.
Knowledge base reduces training costs
Businesses face the challenge of providing ongoing training and support to customer support representatives, which can be a costly and time-consuming process. Traditional training methods require enterprises to invest resources into onboarding and continuous training for new and existing staff, leading to high training costs and reduced productivity.
However, implementing a knowledge base can help businesses to overcome this challenge. By creating a comprehensive resource that is accessible to all support representatives and customers, companies can reduce the need for costly training sessions and improve productivity. The knowledge base provides a centralized source of information that can be easily updated as needed, ensuring that staff always have access to the latest information. This makes it an effective way to reduce training costs and improve support team efficiency, ultimately leading to better customer experiences.
Knowledge base is available 24X7
In today's globalized business landscape, companies often have customers and employees across multiple time zones. This creates a challenge in providing timely and effective customer support. Customers may feel frustrated when they cannot reach a representative due to time zone differences, ultimately negatively impacting customer satisfaction and retention rates.
By creating a knowledge base that is accessible 24x7, your users can access the information they need at their convenience, regardless of their time zone or location. It is an excellent way to enhance customer success and improve customer experience.
Knowledge base provides an improved customer experience
An organized and comprehensive knowledge base can significantly improve the customer experience by providing easy-to-understand information on complex topics or procedures. With a well-structured knowledge base, customers can quickly find and follow the necessary information.
With the growing popularity of video knowledge bases, businesses can now provide even more effective customer support. Video tutorials are an engaging and effective way to provide step-by-step guidance on complex topics, making it easier for customers to follow along and understand. Unlike textual articles, video tutorials visually demonstrate the process, ensuring that users know exactly what to do and where.
Knowledge base delivers relevant information
A well-organized knowledge base can significantly contribute to customer success by providing relevant information quickly and easily. When the knowledge base is structured in a categorized and intuitive manner, customers can navigate through the content and find the exact information they need without sifting through irrelevant or unnecessary content. This not only saves time for the customers but also makes their experience more efficient and satisfactory.
Furthermore, certain knowledge base features, such as the embeddable widget offered by WowTo, allows users to find answers to their queries directly on the same page without leaving the application. This further enhances the customer experience by delivering relevant information that is contextual and user-friendly.
Knowledge base can be multilingual
A knowledge base that supports multiple languages can be a valuable asset for companies with a global audience. By providing content in the user's native language, businesses can improve customer experience and engagement. However, hiring multilingual staff members can be a costly and time-consuming process.
With advanced AI tools like WowTo, companies can easily create and publish content in multiple languages without breaking the bank. WowTo's video knowledge base builder, for example, supports over 20 languages, including different dialects, which allows companies to reach a wider audience and cater to the needs of their customers. By leveraging AI technology to create multilingual content, businesses can enhance their global presence and increase customer satisfaction.
Knowledge base will give you insights
A knowledge base can provide valuable insights into your customer's needs and behaviors. By tracking common search queries and user keywords, you can identify areas where your knowledge base may be lacking and create new content to fill those gaps. These insights can also help you better understand your customers' pain points and tailor your support resources to address those specific issues.
Knowledge base will get you new customers
A well-optimized knowledge base can attract new customers to your business. By addressing common questions and providing valuable information, your knowledge base can improve your website's search engine rankings and drive more traffic to your site. As a result, potential customers searching for answers to their questions may discover your business and become interested in your products or services. By offering helpful content in your knowledge base, you can also establish your business as an authority in your industry and build trust with potential customers.
Start achieving your customer success goals with a knowledge base
Using a knowledge base can significantly benefit businesses of all sizes by improving customer satisfaction, reducing support workload and costs, encouraging self-service, enhancing productivity and efficiency, and improving brand reputation. Investing in a robust knowledge base is a smart move for any business looking to boost their customer success and gain a competitive edge in today's digital age.
Sign up for WowTo today and benefit from a customizable, user-friendly knowledge base platform that can streamline your customer support operations.