Learn the best practices to manage an effective customer service knowledge base that empowers customers and support teams.
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Discover the power of a well-structured knowledge base in streamlining customer communication, enhancing operational efficiency and boosting employee productivity.
How many times have you called or emailed a customer service center, only to be transferred from one representative to another without getting your issue resolved? Frustrating, isn’t it?
One way to ensure that your employees are providing top-notch service is by using a customer service knowledge base. However, creating and managing an effective knowledge base can be a challenge as it requires planning as well as a commitment to continuous improvement.
We’ve outlined key benefits, examples and seven best practices for managing an effective customer service knowledge base. Let’s get into it right now!
A customer service knowledge base is a centralized collection of information that provides customers with answers to frequently asked questions and common problems related to a brand’s products or services. It acts as a self-service tool for customers, allowing them to quickly find solutions to their queries without having to contact customer service representatives.
Generally, a knowledge base contains articles, guides, tutorials, manuals, videos, and other resources that provide step-by-step instructions along with troubleshooting tips.
The knowledge base is typically accessible to employees who interact with customers, such as customer service representatives, sales agents, and technical support personnel. Customers may also have access to the knowledge base through a company’s website.
An effective customer service knowledge base is a crucial tool for both customers and support teams. Let’s learn about its features and how it elevates your knowledge base offerings.
Here are the key features that make a customer service knowledge base excellent:
An excellent knowledge base should cover a wide range of topics related to the product or service. It should include frequently asked questions, troubleshooting guides, how-to articles, and detailed product information. The content should be thorough enough to address common issues and queries, reducing the need for customers to contact support directly.
A powerful search engine is essential for a knowledge base. It should understand natural language queries and provide relevant results quickly. Advanced search features like autocomplete, suggested articles, and the ability to filter results by category significantly enhances the user experience.
Articles in the knowledge base should be written in concise language that is easy for customers to understand. Avoid technical jargon or explain when necessary. The content should be structured logically, with headings, subheadings, and bullet points to improve readability.
Providing users with the ability to rate articles and leave feedback is invaluable. The feature allows companies to identify areas for improvement and gauge the effectiveness of their content. It also helps prioritize which articles need updating or expansion.
The knowledge base should be customizable to match the company’s branding. It should ideally include the ability to add logos, adjust color schemes, and modify layouts. A consistent brand experience helps build trust and familiarity with customers.
Robust analytics tools measures the effectiveness of a knowledge base. These should track metrics such as most viewed articles, search queries with no results, and customer satisfaction ratings. The collected data helps identify content gaps and areas for improvement.
For companies serving a global audience, multilingual support is crucial. The ability to translate content into multiple languages or maintain separate language versions of the knowledge base significantly improves its accessibility and effectiveness.
Keeping track of article revisions and maintaining a history of changes maintians quality and accountability. The feature allows support teams to revert to previous versions if needed and understand how content has evolved over time.
Different levels of access for internal teams and external users are important. The companies get to maintain both public-facing content and internal knowledge resources within the same system, with appropriate access restrictions.
Ensuring that knowledge base articles are optimized for search engines help customers find answers even when they start their search on external platforms like Google. It includes using relevant keywords, meta descriptions, and structured data.
Customer service knowledge base software allows companies to create a centralized repository of information that can be accessed by both customers and customer service representatives.
Best customer service knowledge base tool for medium businesses
Omni24 is a customer experience software that offers a knowledge base to help businesses create, organize and share support content. It allows teams to build a self-service help center, reducing ticket volume and improving customer satisfaction by providing easy access to information.
Key features:
Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features. Every plan comes with a 14-day free trial.
Top customer support knowledge base software for SaaS business
Veemo Support is an omnichannel help desk software to streamline support operations into a centralized interface. The software is a part of Veemo’s customer engagement suite of products designed to streamline and enhance various aspects of business operations. Veemo Support offers a range of tools to automate workflows, manage tickets efficiently and provide self-service options to customers.
Key capabilities:
Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features as well as add-ons.
Intuitive customer service knowledge base platform for workflow management
Document360 is a comprehensive knowledge base platform designed for both internal and external use. It offers version control, content workflow management, and powerful search functionality.
Key features: Document360 offers category manager for easy content organization, markdown editor for simplified writing, and built-in SEO tools for optimizing knowledge base content.
Price: Starts at $49/month for 2 users when billed annually.
Ultimate customer support knowledge base solution for collaborative workspace
Confluence is a collaborative workspace that doubles as an excellent knowledge base solution. It’s particularly useful for teams already using other Atlassian products like Jira.
Key features: Confluence provides customizable templates, robust search capabilities, and integration with other Atlassian tools. It also offers version history and page restrictions for content control.
Price: Free for up to 10 users, then starts at $5.50/user/month.
Best customer service knowledge base platform with easy UX
HelpCrunch is an all-in-one customer communication platform that includes a powerful knowledge base tool. It offers easy-to-use editors and integrates well with its live chat as well as email marketing features.
Key features: HelpCrunch provides a WYSIWYG editor, customizable designs, and multilingual support. It also offers analytics and integrates seamlessly with its other customer service tools.
Price: Knowledge base included in plans starting at $15/agent/month when billed annually.
Robust customer support knowledge base software for simple customizations
ProProfs offers a user-friendly knowledge base software with a focus on ease of use and customization. It provides tools for creating public & private knowledge bases, wikis, online documentation, etc.
Key features: ProProfs offers customizable themes, powerful search functionality, and revision history. It also provides analytics and integrates with other ProProfs tools like survey maker, quiz maker, etc.
Price: Starts at $30/month for 1 knowledge base when billed annually.
Top customer support knowledge base tool for small and large businesses
KnowledgeOwl is a flexible knowledge base software that caters to both small businesses and large enterprises. It offers powerful organization tools and customization options.
Key features: KnowledgeOwl provides custom domain and branding options, advanced access controls, content reuse capabilities, etc. It also offers robust search functionality and integrations with popular tools.
Price: Starts at $79/month for 2 authors when billed annually.
A knowledge base is typically organized into categories, topics and subtopics so customers can easily navigate to the content they need. Let’s get into its nitty-gritties!
The knowledge base can be accessible through various channels like a website, social media, or mobile app. It can either be publicly accessible or restricted to registered customers only. A well-designed knowledge base can provide customers with a seamless experience, enabling them to find the help they need quickly and easily.
A customer service knowledge base works in the following ways:
A well-designed knowledge base can be a powerful tool for customer support, increasing customer satisfaction and reducing the workload of support staff. However, to be truly effective, a knowledge base should follow certain best practices.
A customer support knowledge base should be designed in a way that makes it easy for users to find the information they need. Organizations can achieve it by organizing information in a clear and intuitive manner.
Start by categorizing information according to subject matter. For example, create sections for general information, troubleshooting, and how-to guides. Each section should contain further subcategories that correspond to specific topics.
Use concise titles that accurately describe the content of each article. Make use of headings and bullet points to break up large blocks of text. Users will find it easier to scan the page while finding the information they need.
Visual aids and multimedia content can be incredibly effective in conveying information to customers. Instead of relying on text alone, consider creating videos, diagrams, or images that supplement the content.
The multimedia content can help to clarify complex concepts and provide context for information. For example, if providing instructions on how to use a product, consider including annotated screenshots that visually demonstrate the steps.
When creating visual content, ensure that it is high-quality and easy to understand. Use clear, uncluttered images to avoid overly technical or complex language. Moreover, make sure that the visual aids are accessible to all users, including those with visual impairments or who use assistive technology.
Another important aspect of an effective customer support knowledge base is the content itself. It must answer the most frequently asked questions, provide detailed information on products and services, as well as offer solutions to customers’ problems. In order to create detailed and accurate articles, consider the following tips:
Effective customer support goes beyond the knowledge base. Ideally, a customer knowledge base should be integrated with other support channels to ensure customers have multiple avenues to receive help when they need it.
The integration improves the customer experience, increases customer satisfaction, and reduces the number of support tickets businesses receive. Businesses can achieve it by regularly analyzing the most common types of support requests they receive and identify ways to provide relevant information in the knowledge base.
Searchable keywords help customers find relevant information quickly and easily. When creating knowledge base articles, businesses need to focus on creating relevant and meaningful content that customers can understand.
The content should be easy to navigate and search, with relevant keywords, tags, as well as topics highlighted to aid in discovery. Use clear, concise language and avoid technical jargon to make the information easily accessible to everyone.
Customer support agents should generate frequently asked questions (FAQs) and list them in easily identifiable sections. The process lets the customers to quickly find the answers they need, and businesses can save valuable customer support time.
The customers can quickly identify areas where they need more information or clarity when you provide them with the opportunity to express themselves can help you address their needs. Customers often leave feedback or suggestions when they feel empowered, respected, and valued.
Therefore, you need to create a feedback mechanism that is easy to use where customers can access it effortlessly. You can use tools such as feedback forms, surveys, or online forums to gather customers’ feedback and suggestions.
When you receive feedback and suggestions, it’s essential to evaluate them, take necessary actions, and communicate your improvements to customers. The feedback loop not only enhances your knowledge base but also improves your customer service quality.
When creating a knowledge base tool, it’s essential to prioritize the user experience. Customers should be able to quickly and easily find the information they need. It also means organizing information into concise categories while using descriptive titles and labels.
In addition to a good user experience, it’s also important to ensure that your knowledge base software is mobile-friendly. As more and more people use their smartphones to access the internet, it’s critical to ensure that your knowledge base is optimized for mobile devices. Use a responsive design that adjusts to different screen sizes and ensure that all content is easy to read on a mobile device.
In the ever-evolving landscape of customer support, knowledge bases have become essential tools for companies to streamline their support efforts. Here are five brand examples of customer support knowledge bases to inspire your own knowledge base.
Shopify’s customer support knowledge base is another great example of how to create a comprehensive online resource for customers. The knowledge base includes step-by-step tutorials, FAQs, as well as troubleshooting guides that cover everything from getting started with Shopify to managing orders and inventory. It has an exceptional knowledge base quality as the articles are well-written as well as easy to understand. The SaaS-based eCommerce platform makes it simple for customers to find the information they need.
Slack’s customer support knowledge base is a minimalist approach to customer service. It’s a searchable archive of Slack’s help articles, and users can find answers to their questions within seconds. The knowledge base is updated regularly, and the search function makes finding articles easy. The simple approach reflects Slack’s overall user experience philosophy of eliminating unnecessary complexity for implementing quality customer care.
Dropbox’s knowledge base is straightforward, organized, and searchable, with focus on self-help articles as well as FAQs. It’s set up for people who want to access its resources quickly and find answers to their questions right away. Besides text articles, it includes instructional videos along with screenshots that address common issues or tasks that users might encounter.
Buffer’s customer support knowledge base is built around a strong design philosophy. The articles are structured in a way that makes them easy to read and understand, regardless of the user’s level of technical expertise. The resource includes tutorials, FAQs, and video content, making it a well-rounded support resource for Buffer’s customers.
Providing excellent support to your customers can make a huge difference in your bottom line and reputation. Here are five key reasons why a customer service knowledge base is essential for any business.
Metrics are crucial to evaluate the efficacy of knowledge bases. We discuss metrics along with KPIs that are relevant to knowledge bases and how to use them to make data-driven decisions.
Customer satisfaction (CSAT) is a crucial KPI to gauge the success of the knowledge base. It measures customer satisfaction with the information provided and the overall customer service experience. A high level of customer satisfaction is a good indicator of a well-designed and effective knowledge base.
The deflection rate is a measure of how well a knowledge base can deflect support requests. It calculates the percentage of customer queries that are resolved using the knowledge base, without the need for a support ticket. A high deflection rate indicates that the knowledge base is effective in providing solutions to customer queries.
Search success rate is a measure of how successful customers are in finding the information they need in the knowledge base. The metric is calculated by dividing the number of successful searches by the total number of searches. A high success rate indicates that the knowledge base is well-structured and organized, with relevant as well as up-to-date information.
Cost per resolution is a measurement of the cost associated with each customer service inquiry. It is a KPI that helps businesses evaluate the cost-effectiveness of a knowledge base and the efficiency of the customer service team. Tracking the cost per resolution helps businesses reduce the support costs and optimize the knowledge base content to improve resolution times.
The time to resolution is a metric that measures the time it takes for customers to find a solution within the knowledge base. It is an essential KPI as it helps businesses evaluate how quickly customers can find the information they need, reducing resolution time and increasing customer satisfaction. To track the time to resolution, businesses can track the time customers spend on the knowledge base and the time it takes them to find the article that resolves their issue.
A well-structured customer service knowledge base is a powerful asset for any organization. It empowers customers to find answers quickly, reducing their reliance on support teams and significantly improving overall satisfaction. Providing easy access to valuable information enhances self-service options, leading to faster issue resolution.
A knowledge base also equips support agents to respond more efficiently, allowing them to reference existing articles and solutions. The streamlined approach saves time and ensures consistency in responses, which is crucial for maintaining quality service.
Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.
Creating a customer support knowledge base requires careful planning and execution. The first step is to conduct a thorough analysis of customer inquiries to identify the most frequently asked questions. You should then organize the content into topics and categories, making it easy for customers to navigate. The content should be written in clear, concise language that is easy for customers to understand.
To measure the success of your customer support knowledge base, you can track the number of inquiries that are resolved through the knowledge base, the number of page views, and the time customers spend on your site. You can survey your customers to gauge their satisfaction with the knowledge base and make improvements based on their feedback.
To optimize your knowledge base content, you should focus on creating informative and easy-to-understand articles. Keep in mind, your articles should be scannable so that your customers can quickly identify the information they need. You should use relevant keywords in the article titles as well as descriptions, so they appear in search results. Make sure to update your content regularly to ensure it stays relevant and accurate.
A customer support knowledge base not only provides customers with access to relevant information, but it also frees up customer support representatives to handle more complex issues. When customers can find answers to their basic questions on their own, customer support can spend more time on in-depth problems, creating a more personalized and effective customer service experience.
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