Why do you need a knowledgebase?
Research conducted by Microsoft has revealed that 66% of customers prefer to start their support journeys with self-service. Customers today value easy access to useful resources more than ever since they want to find quick answers without having to reach out for help.
With effective knowledge management, businesses can launch a self-service portal that grants customers instant access to information and empowers them to solve issues independently. Let’s take a closer look at the advantages of publishing a knowledge base portal.
The benefits of a knowledge base
Offer 24/7 assistance
A good self-service portal points customers to the right solutions and ensures that they do not have to face long wait times. Customers are empowered to solve the issue by themselves as and when they encounter one.
Ease agent bandwidth
A helpdesk knowledge base can free up agent bandwidth by deflecting repetitive questions, enabling agents to use the time saved to take on more questions, especially the complex ones. By offering customer self-service, agents can tackle a large volume of customer requests without feeling overloaded with work.
Lower costs
With the right knowledge base software, you can publish knowledge base portals for different products, in multiple languages. This reduces the costs spent on scaling customer service teams for multi-product support, and the cost of hiring local teams or paying for linguists.
Offer internal assistance
A knowledgebase is not only helpful for customers. You can also build a private or internal knowledge base that agents can use to quickly pull up relevant answers, view customer support and company policies, and learn about new features or upgrades. An internal knowledge base is also a great resource for training and onboarding newly recruited customer support agents.