88% of people expect a brand or organization to offer an online self-service support portal. If you don’t already have one, you need to create one. And you need to create a good one.
Since you’re here, I expect you are ready to build a knowledge base. You’re in the right place. A knowledge base will leave you with a superior customer service experience that will draw meet and exceed expectations.
First thing’s first, a knowledge base is a simple store of information or data that is available for employees, users, and customers to draw on. It collects all the information about your company or product and then puts it into a centralized home base.
Customers expect easy access to information. They want their answers easily and immediately, and they don’t want to deal with a representative.
Answers need to be quick, accurate, and your system should be self-service.
It’s time to use your resources to the best of your ability. You can cut down on the need for human support and create a knowledge base that will support your customers all on its own.
Not all knowledge bases look the same, but they all should follow the same formula. A good example of a knowledge base prioritizes the needs of the user.
A knowledge base will most likely be the first point of contact a customer has before contacting someone, so you want to make sure they are satisfied with their experience.
The following are good examples of a knowledge base.
After introducing you to some examples of knowledge bases, we hope you’re inspired to get started on your own. Knowing how to design and distribute information is key for businesses with online traffic.
There are some templates out there that can be of help, but just follow the simple steps below to get started.
We already know that a knowledge base should revolve around your customers. You want to think about what features your knowledge base should have that would be helpful to them.
For example, customers want to find information fast, so including a search engine would be helpful and relevant to the customer.
You also need to consider what issues your customers are having that would make them eager for information. A customer may have a question about your company or a specific product that you need to address.
Including an FAQ section full of information and relevant questions would solve those issues. Other examples would be:
After gathering content to include in your knowledge base, you may find that everything varies and overlaps. You don’t want doubles in questions or articles, and you don’t want conflicting resources.
Try to rework your content so it all fits the same comprehension. That way, it’s organized and won’t confuse the customer.
Adding images and videos in some locations will allow customers to easily find what they need and have a more visually appealing experience. Sometimes a lot of wordy content can be overwhelming.
If you add videos and images that give the same information as would a paragraph, it can be more visually appealing and help customers easily understand without having to read a whole article.
Media also helps break up content and add organization.
After you’ve put together all the content for your knowledge base, create a landing page and install any features you would like to be available to your customers.
Some software options, like ChipBot, can replace a landing page and put the knowledge base right there on any page of your site.
No matter what they are, make sure you get the features you need, make them available for your customers, and put the knowledge out there for them to start utilizing.
Your knowledge base needs to be discoverable and valuable.
Are customers finding the resource? Do they think it is helpful?
Asking yourself and researching these questions will help you to make sure your knowledge base is performing well.
You know what a knowledge base is, you’ve seen examples, and you know how to create your own, but did you know that you can get all of that automated in software?
Knowledge base software includes all the necessary features and benefits for a customer service portal. Sometimes, you can even get it for free.
Most software works on any platform (WordPress, Squarespace, Webflow, etc), and you barely have to lift a finger.
No matter what your customers are looking for, what you build is going to keep supporting customers, creating a good customer experience, and serving up knowledge as your business changes and grows.