Customer Service Knowledge Base Guide: 7 Best Practices

CRM, or Customer Relationship Management, has been the key to building any successful enterprise. The essence of a profitable business is its customer base, and in our highly competitive world, we need more than just after-sales support to maintain a strong client network. 68% of consumers say they are willing to pay more for products and services from a brand that offers good customer service experiences. (HubSpot)

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Most customers today prefer to seek answers and solve their issues without contacting a customer service agent. According to Jindalx, self-service options are gaining popularity, as 81% of customers attempt to resolve their problems on their own before seeking help. In this scenario, customers want quick and reliable services where they can get what they want, when they want, in the most convenient way. A detailed listing of knowledge on all matters around the product is essential to this process. If this knowledge is engaging and transparent, it scores highly with the customer. Sharing clear, precise, and concise information ensures that your customer remains loyal.

An evolving Knowledge Base for Customer Support that can cater to all queries and interests and offer the best solutions the customer seeks is imperative in building satisfied and loyal patronage.

What is a Customer Service Knowledge Base, and why is it important?

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A Customer Service Knowledge Base is an array of information stored categorically to help the customer and customer service agent find answers to any service-related query quickly, leading to effective problem-solving. 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints.  (Khoros)

With today’s fast-paced lifestyles and the value of personal time increasing exponentially, the customer has no more patience to wait in line to be attended to. According to Zendesk, 67% of customers prefer self-service over speaking to a company representative. A Knowledge Base Builder will enable him or her to access information independently without engaging with explanations and queries.

Moreover, customers expect fast resolution of their problems and do not want to repeat visits for the same issue. So, in addition to helping the customer find quick answers, it also aids the customer support team. 28% of consumers say the most frustrating issue is information that is simple but hard to find.  (Drift)

Key Benefits of a Knowledge Management System for Customer Support

• Reduces the number of tickets created in the system
• Decreases complaints through consistent and continuous support that the customer experiences
• Reduces costs in comparison to phone call resolutions
• Improved customer satisfaction affects metrics like Net Promoter Score and customer reviews. An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than an unhappy customer. (Bain & Company)

Installation guides, troubleshooting steps, pictorial step-by-step instructions, frequently asked questions, and any other information the customer may need post-product or service purchase can be found in the Customer Service Knowledge Base. Curating this content while ensuring accuracy, ease of navigation, reliability of information, and ease of search will help build a satisfactory experience, which in turn will create trust in the customers, thus bringing them back for business.

Benefits of Providing a Self-Service Knowledge Base for Call Centers

Dialling a call centre has been stated as the most frustrating experience by many customers on after-sales queries. Long IVR abyss, uninformed call agents, extended hold-ups, and transferring from person to person have transformed a simple customer support service activity into a detested one. 90% of consumers worldwide consider issue resolution their most crucial customer service concern. (KPMG)

To minimise these frustrations of the customer and to save time, energy, and face the customer service agent, easy-to-access self-help channels that have an abundance of quality content. These help solve issues quickly and are a winner with the customer. When the simpler issues are dealt with by the customers, the call volumes are reduced, and the call centre agent is left to handle more complex problems. 

A Customer Service Knowledge Base is the foundation for excellent performance of any call centre. This Knowledge Base for Customer Support would allow the call centre agent quick and easy access to solutions, thus saving response times and faster resolution turnover. The customers also leave impressed with the quick responses and confident answers of the agents. With a Self-Service Knowledge Base for Call Centres, one can achieve:

• Higher efficiency: The call centre agent is now supported with the Knowledge Management Tools and is more accurate and clear in their responses.
• Consistent and quality content: The software with quality content ensures that knowledge is consistent across all channels, which is essential for implementing Knowledge Management Best Practices.
• Building loyalty and trust:  Seamless, accurate, correct information ensures that the customer begins trusting the process and becomes loyal. A Knowledge Management System for Customer Service ensures that this information is always accessible.
• Resource optimisation: A Knowledge Base Software will have self-help channels that lower call volumes and, in turn, reduce the resources employed and costs involved. This lowers call volumes. 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases (Salesforce). 

7 Best Practices for Building a High-Quality Customer Service Knowledge Base

A high-quality Knowledge Base for Customer Support is built around practices that meet the objectives of the processes. Knowledge Management Best Practices should support the objectives of both the customer seeking information and the agent responding to a customer. From the perspective of the customer, the Knowledge Base should be:

Centralized Knowledge Base for Easy Access

Centralized with all relevant content in a single place, it is easy to find, navigate, and manage for solutions. A well-organized Knowledge Management System ensures that all necessary information is stored in one accessible location.

Accessible Knowledge Base Software Across Devices

Accessible from any interface, whether web or intranet, so that information is at their fingertips. SaaS Knowledge Base Software ensures users can access content from multiple devices and locations.

Speedy Search Function in Knowledge Management System

A speedy search function that would allow users to find specific information fast. According to a study by Econsultancy, 31% of customers prefer instant online help, and 40% expect to receive assistance in less than 5 minutes. Knowledge Management Tools, such as an AI-powered Knowledge Management System, can enhance search speed.

Scalable Knowledge Management System

Scalable to evolve and update the Knowledge Base as the enterprise grows, making the information more relevant to current times. Enterprise Knowledge Management Software supports scalability to accommodate the growing needs of the business.

Consistency of Content in Knowledge Base

Consistency of the content specific to the query that shows the same accurate and updated information to everyone looking for it. Knowledge Management Best Practices involve maintaining consistency and ensuring all information is up-to-date and reliable.

The software should include the following while considering the call support agent’s needs for efficient resolutions.

User-Friendly Knowledge Management Software for Agents

User-friendly content will help agents resolve issues quickly and have access to multiple processes that move toward solutions. This will ease the workload and make customer service more effective. Call Center Knowledge Base Software helps agents find solutions quickly and efficiently. 91% of customers would use an online Knowledge Base if it were available and tailored to their needs (Social Media Today)

Target Audience with Knowledge Management Strategy

Target the audience correctly, with the right solutions and clear scripts to respond with. This will enable the agent to use the script to handle all possible reactions from the person at the end of the line. A well-defined Knowledge Management Strategy ensures that agents can deliver the right solutions every time.

Knowledge Base Builder to Streamline Support Processes

Using the right software to build the Customer Service Knowledge Base can help elevate the support team’s efficiency. Easy access to live chat history, past tickets, and other CRM tools can help agents understand their customers better and resolve issues faster, improving customer experience. A Knowledge Base Builder provides a streamlined approach to organizing and accessing information.

Ongoing Updates for an Evolving Knowledge Management System

Overall, the Knowledge Base Software should understand the customer or the user who uses it for various purposes. The content may not meet the target if technology is not geared towards the customer’s needs. The content in the Knowledge Management System for Customer Service should evolve as support, product, and sales grow, addressing potential issues. Regular updates will keep the Knowledge Management System aligned with the latest customer needs.

Simple and Clear Knowledge Management System Structure

The Knowledge Base should be designed with the end user in mind. Simplicity, clarity, and insightfulness of content need to be prioritized. The content should apply to all users and be relevant to your product or service. Best Knowledge Management Tools provide clear, concise information that is easy to navigate. A Free Knowledge Base Software solution should offer straightforward, intuitive functionality.

Collaborative Growth with Knowledge Base Software Open Source

The Knowledge Base should grow as the user base grows, with more queries and feedback coming in. This requires collective intelligence to update the knowledge base from comments and feedback received from users. The process should identify the most frequently asked queries and build solutions around them to ensure that the Knowledge Management System evolves and stays progressive. Open Source Knowledge Base Software allows for easy customization and updates, ensuring the system adapts to changing needs.

Enhancing Engagement with Video and Pictorial Content

Video or pictorial content often has high-value regard as it better engages with the customer. 96% of consumers have watched an explainer video to learn more about a product (HubSpot). These videos are beneficial in handling simpler queries, thus reducing interaction time for the customer. Call Center Knowledge Management Software can integrate multimedia elements for enhanced customer interaction.

Top 5 Customer Service Knowledge Base Software & Tools

Tools that serve the Customer Service Knowledge Base and support help streamline complaints and queries, enabling timely responses. To cope with the increasing workload brought in by the increasing customer base, these Knowledge Management Tools simplify processes, make it convenient for customers to access your Knowledge Base for Customer Support, and help retrieve data that can further upgrade the Knowledge Management Process. According to Convin, 69% of customers use chatbots for quick answers, 45% of organizations offer personalized support based on customer data, 65% of businesses expect customer feedback to impact product development, and companies with omnichannel customer service experience 23% higher engagement rates.

Among many Knowledge Management Solutions available, here are 5 of the Best Knowledge Management Tools:

1. Help Desk Ticketing System

A help desk ticketing system works in creating tickets for customer issues, streamlining the flow of support for the tickets raised, routing the tickets through an automated process, and working in collaboration with all parties to reduce response time and ensure closures, leading to excellent customer service. This tool is a key component of an Enterprise Knowledge Management System, helping organize support processes effectively.

Some popular help desk software includes Hiver, Zoho Desk, and Zendesk.

2. Knowledge base software

Searching for answers on the internet is the first thing people do today. It is only after that they take their query to an expert. Harvard Business Review states that 81% of customers try self-help before reaching out to a live representative. Thus, by investing in good Knowledge Base Software, content such as instructions, how-to videos, and troubleshooting guides can be created, managed, and shared for a simplistic self-help option for customers. This highlights the Knowledge Management System Benefits of self-service tools.

Hiver, ProProfs, and Helpjuice are great options to consider for SaaS Knowledge Base Software or Free Knowledge Base Software.

3. Live chat software

Invesp, a Chicago-based marketing consultant, states that customers who use live chat tend to purchase 60% more than those who do not. Live chat software is a great tool that engages customers, especially those visiting for the first time. Live chat helps create real-time communication with the customer, providing proactive support. 64% of customers want to shop with companies that can meet their needs in real time (Salesforce).This makes live chat an important element of Call Center Knowledge Management Software.

Hiver, Pure Chat, Thrive Desk, ProProfs Chat, and Live Chat are some popular live chat software you can check out.

4. Social listening and monitoring tool

Enterprise Knowledge Management Tools like social listening and monitoring solutions track what customers say about your brand. These conversations are a good way to leverage information to improve your products and services. Monitoring any mention of your brand can ensure that complaints are resolved and addressed at a larger level before they negatively affect the company. An astounding 96% of dissatisfied customers choose not to express their concerns directly but rather share them with approximately 15 of their acquaintances (Locobuzz).

Hootsuite and Sprout Social are excellent examples of Knowledge Management System Examples for monitoring brand mentions effectively.

5. Customer feedback survey tool

Customer feedback has been the prime source of understanding how you are faring in the market. According to Survey Monkey research, 85% of customers like to give feedback when their experience went well with the brand or company, and 81% will offer feedback when their experience went bad. These, from time immemorial, have been valuable insights into customer wants, needs, and issues. The surveys used to gather feedback can now be installed as a tool on the Knowledge Base for Customer Support or as a mailer sent after a customer visit. This helps in knowing the customer well, which will improve the Knowledge Management Strategy and support quality maintenance of your product.

Popular follow-up feedback survey tools are Survey Monkey and Typeform, two of the Best Knowledge Base Platforms.

Conclusion

Customers are the key to any thriving business. To ensure their journey with the product or service is easy, investing in a good Customer Service Knowledge Base is a wise decision. This software, built with Knowledge Management Best Practices to benefit both the customer and the support agent, would make work simpler for the enterprise. According to Desku, 88% of customers expect a company to have an online self-service Knowledge Base for Customer Support. Also, companies that offer a Knowledge Management System solution have seen a 20% increase in customer satisfaction.

Additionally, tools that streamline the use of good Knowledge Management Tools and manage data for better customer service would allow for business growth and brand reputation. Recent studies and statistics shed light on the critical role of Knowledge Management Systems in today’s business landscape.

About Wizr AI

Wizr enhances customer support seamlessly with AI-powered customer service tools. Cx Hub predicts and prevents escalations, while Agent Assist boosts productivity with automated customer service software. Auto Solve handles up to 45% of tickets, freeing agents for complex issues. Cx Control Room analyzes sentiment to guide proactive solutions, maximizing satisfaction and retention. Guided by generative AI for customer support, Wizr prioritizes exceptional customer experiences. To explore how these tools can benefit your business, request a demo of Wizr AI today.