A knowledge base is a page on a company website that houses answers to all of the most frequently asked questions (FAQs) that customers may have. The questions could be geared towards a company’s products, services, and other processes that directly affect clients. Knowledge bases can be internal or external. Internal knowledge bases are used to store important internal documents and capture processes so teams can easily share and stay up to date on new information.
Knowledge base software generally allows users to type in a question or keyword in a search box. The answers then appear and the customer is on their way. It is really that simple. Depending on the type of product or service a company provides, a knowledge base could contain articles, how-to’s, community forums, short answers, and more. It could be compared to an online library that is dedicated solely to your business.
Knowledge bases provide extra resources that reduce agent involvement. Knowledge base software can be integrated with chatbots via and SMS to provide answers to FAQs for customers during inbound interactions. A chat pop-up on your main site could serve as a mini-knowledge base where customers can type in a question and “talk” to a virtual agent.
Knowledge base software also often incorporates a community feature within them. Customers can share tips and advice with each other in case they cannot find an answer to a specific question. Many times it is much faster to get a reply from an online community member than it is to reach a representative by phone or email. In addition, questions can be so narrow that only other customers could help by sharing their own experiences.
Content within a knowledge base can also offer rating features. An example could be a simple thumbs up or thumbs down beneath an answer to a question. Customers would rate an answer in accordance with the quality of help it provides. This self-service feature allows customers to have a say in the QA process and provides a greater sense of control over the flow of information.
More Knowledge Base Resources
Easily organize & present information to customers and employees via web widget or embedded frame within the Agent Desktop.
Knowledge management tools are one of the essential ways contact center agents can facilitate faster and more personalized experiences. According to Microsoft, 72 percent of customers reported that when they reach out to a customer service team they expect the agent they are interacting with to already know who they are, what they have purchased, and have insights into their previous engagements.
Self-service is an important part of the customer experience and customers are generally happier when they are able to help themselves. Long gone are the days when customers could only expect to get answers by connecting with a company over a phone call.
Not only do knowledge bases and knowledge management systems benefit the customer experience by making things super easy by providing more control to consumers, but it benefits businesses by eliminating frivolous interactions that clog up contact center queues and tie up agent resources.
A knowledge base (KB) gives customers the information they want and need about your company, products, services, etc. If your company doesn’t have one yet, it’s time to create one.