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A knowledge base is a collection of your company’s internal or external knowledge. Your knowledge base content should help your customers find answers to their inquiries.
A good knowledge base gives customers the chance to get the answers they need without calling you or your team repeatedly with the same questions. In addition, an extensive knowledge base gives your customers more confidence to solve their issues regarding your product.
Nothing is more important than making sure customers find answers to their questions as quickly as possible.
So what makes a knowledge base so helpful? A knowledge base gives your customers access to detailed product manuals, installation guides, step-by-step troubleshooting information, videos demonstrating product use, and other readily searchable resources—all at their fingertips.
That means your customers can quickly find answers to their questions without ever needing to call you or wait for a response from you.
Creating your knowledge base from scratch might seem daunting, but if you start by listing important topics and outlining the organization of those topics online, you'll be much more prepared to take on the task. But before you do that, make sure you determine just what the purpose of your knowledge base will be. That'll make it a lot easier to start coming up with topics ideas.
Start by collecting frequently asked questions (FAQs) and start writing out the answers. Collect FAQs from every department so that you have all of your bases covered. But make sure you assign at least one person - your content creator - to take control of the knowledge base modification and/or creation to ensure it's of the highest quality possible. That way all of the information in your knowledge base reads like one unified document instead of a bunch of different writing styles and tones clashing. Delegate the task of writing to someone with decent writing skills and the free time to take on the task of the project because while it won't be a permanent task, it will take quite some time to complete so it should still be given to someone who will take it seriously.
If you're unable to delegate to someone, consider using a template to help you standardize your knowledge base articles. This makes it easy to craft the content fairly quickly. Templates can help you ensure that your knowledge base is consistent across all departments and for every customer service agent, including newly trained ones.
Customer service training is crucial to your business operations because without well-trained agents, how will your company provide the highest-quality customer service? The ability to handle complaints effectively and efficiently can't be overstated enough because it has a direct effect on your company's reputation. Implementing a customer service training program can help positively impact your bottom line.
Remember that once your knowledge base is up and running you'll still have to periodically update is as your company, products, and/or services change and evolve. So come up with a schedule of how often you'll update your knowledge base, whether it's once a month, once every three months, or once every six months. Make sure you do it regularly so that everyone searching for information in the knowledge base has access to the correct information.