Who can use a knowledge base software?
KNOWLEDGE BASE FOR SMALL BUSINESS
Small and growing businesses should typically focus on developing their product, services and customer experience better. Without adequate agents, a small sized business might become overwhelmed with too many tickets quickly. However, hiring too many agents early on can also be a huge drain on the finances. The best way to tackle both problems is to create and maintain a comprehensive Knowledge Base. With a well-stocked knowledge base, your customers can go find answers themselves, removing the need for extra agents to interact with them. With a well-structured Knowledge Base, you can still have a small, nimble support team to tackle tough issues while ensuring your customers still have a good experience and get the answers they need quickly.
KNOWLEDGE BASE FOR ENTERPRISES
Enterprises typically cater to customers across countries, and languages. They need to have answers prepared for a wider variety of questions across a larger base of products. Agents may be hired rapidly to scale as per business requirements but will still need to be trained for day-to-day operations. Having an extensive independent Knowledge Base portal, structured to contain answers segregated by products across topics, with an FAQ section for quick reference will help enterprise businesses to easily deflect any routine incoming queries to their knowledge base so customers can fix problems themselves while still having agents on hand to deal with any problems that the knowledge base cannot handle. With a good knowledge base system, Enterprises can also customize the portal entirely to reflect their brand so the customer experience is never broken through the entire support cycle.