7 Steps to Creating a Knowledge Base Customers Want to Use
Posted: Wed Dec 04, 2024 9:30 am
A knowledge base is important for today’s sales and marketing teams . It provides a smoother customer experience by providing immediate and helpful answers to simple queries.
Creating a comprehensive resource about your products or services can be difficult. However, it will help you improve customer service. It will also allow you to gain trust and authority with your customers.
In this article, we'll cover the steps to creating a bank of useful content that is valuable, engaging, and well-designed.
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Why do you need a knowledge base ?
Building a knowledge base is a win-win scenario for overseas chinese in uk data both businesses and customers. According to Capterra, 37% of consumers in Mexico have stopped buying from a company due to poor customer service .
A knowledge base is a way to organize all of your useful content in one place. It helps customers find information quickly, which they love. It also allows your support team to focus on more complicated queries. Plus, it's accessible to anyone in your company who needs to brush up on certain processes.
There are two types of knowledge bases: internal (accessible only to employees) and external (accessible to customers).
Internal knowledge bases contain information that is private to employees. They include company documents, processes, and structures. They also offer technical help for company tools.
Putting all information in one accessible place improves productivity and team alignment. It reduces the time current team members spend searching for information and speeds up onboarding of new employees. It also eliminates confusion and preserves company knowledge.
External knowledge bases contain customer support information. These are used to configure, troubleshoot common issues, or get the most out of the products or services that companies offer. Customer-oriented knowledge bases improve the level of service. Especially by providing 24/7 support. Immediate solutions to basic or common queries are also important.
In this article, we'll focus on building customer-facing external knowledge bases. However, you can use the same strategy to build your internal version as well.
What should a knowledge base include ?
The knowledge base exists to assist customers or team members with common questions, procedures, best practices, and more.
A typical knowledge base system might include the following:
Step-by-step guides and tips for using your product or service
Original content for detailed solutions and troubleshooting
Video tutorials and other visual aids
Information or background of public companies
Approved plugins and integrations
Information on pricing, billing and subscription management
Some knowledge databases are built with artificial intelligence , allowing them to interact with users and answer their queries. In contrast, others function solely as indexed encyclopedias. The sections you include will depend on the complexity of your product. A simple FAQ section will suffice for some, while others will need a structured system for smooth navigation.
Creating a comprehensive resource about your products or services can be difficult. However, it will help you improve customer service. It will also allow you to gain trust and authority with your customers.
In this article, we'll cover the steps to creating a bank of useful content that is valuable, engaging, and well-designed.
Download our customer journey map template
Start mapping your customer journey with our free customer journey template.
Work email
Send it to me
Your data is processed in accordance with our privacy notice . You may unsubscribe at any time.
Why do you need a knowledge base ?
Building a knowledge base is a win-win scenario for overseas chinese in uk data both businesses and customers. According to Capterra, 37% of consumers in Mexico have stopped buying from a company due to poor customer service .
A knowledge base is a way to organize all of your useful content in one place. It helps customers find information quickly, which they love. It also allows your support team to focus on more complicated queries. Plus, it's accessible to anyone in your company who needs to brush up on certain processes.
There are two types of knowledge bases: internal (accessible only to employees) and external (accessible to customers).
Internal knowledge bases contain information that is private to employees. They include company documents, processes, and structures. They also offer technical help for company tools.
Putting all information in one accessible place improves productivity and team alignment. It reduces the time current team members spend searching for information and speeds up onboarding of new employees. It also eliminates confusion and preserves company knowledge.
External knowledge bases contain customer support information. These are used to configure, troubleshoot common issues, or get the most out of the products or services that companies offer. Customer-oriented knowledge bases improve the level of service. Especially by providing 24/7 support. Immediate solutions to basic or common queries are also important.
In this article, we'll focus on building customer-facing external knowledge bases. However, you can use the same strategy to build your internal version as well.
What should a knowledge base include ?
The knowledge base exists to assist customers or team members with common questions, procedures, best practices, and more.
A typical knowledge base system might include the following:
Step-by-step guides and tips for using your product or service
Original content for detailed solutions and troubleshooting
Video tutorials and other visual aids
Information or background of public companies
Approved plugins and integrations
Information on pricing, billing and subscription management
Some knowledge databases are built with artificial intelligence , allowing them to interact with users and answer their queries. In contrast, others function solely as indexed encyclopedias. The sections you include will depend on the complexity of your product. A simple FAQ section will suffice for some, while others will need a structured system for smooth navigation.