How can a knowledge base help my business?
A knowledge base software can help small and large businesses alike. Startups and small businesses can focus on developing their product, services and customer experience by publishing a well-stocked knowledge base that customers can use to find answers whenever they run into issues. On the other hand, having an extensive self-service portal can help enterprises cater to customers across countries and languages without hiring more agents. Here’s a detailed look at the benefits of using a knowledge base software:
Deflect repetitive questions
A good knowledge base management software will stop you from answering the same questions again and again and just direct the customers automatically to the right tutorial or guide.
Reduce average resolution times
With support tickets being instantly deflected to the right answers in your knowledge base, agents will have more time to answer a fewer number of requests, thus bringing down resolution times.
Deliver 24/7 customer support
A knowledge base helps customers find instant resolutions regardless of the time or day, and is the best investment you can make to deliver around-the-clock support if your team operates within fixed business hours.
Increase customer happiness
With wait times vastly reduced thanks to a comprehensive knowledge base, your customers will be happier that they get answers so quickly.
Improve your search engine discoverability
A good knowledge base software will have extensive search engine optimization capabilities, so people googling questions related to your field will automatically discover you.