What if your customers face an issue with your product or service, but don’t want to engage with you quite yet? What if they prefer looking up the problem and understanding why the issue happened in the first place, all by themselves?
In this situation, it becomes your responsibility to help your customers help themselves without getting in touch with you and raising a support ticket in your system. This not only helps in delivering a quick solution to their needs, but also drastically reduces the barrage of queries that would usually flood your inbox and hamper your productivity.
Enter the knowledge base.
Self-service is best service
A knowledge base, quite literally, is a one-stop solution base for your frustrated and annoyed customers, wherein they can search through the relevant information and educate themselves without requiring the aid of a customer service agent, which essentially turns it into a win-win situation for both the customer as well as the business.
A good sign that your self-service option is working is through a massive decrease in the number of incoming support tickets, which would generally imply that your customers are treating the knowledge base as their first line of customer support (or you’ve found the Holy Grail of business – a flawless product, literally).
Keep it visually appealing
Although a text-only knowledge base article may serve the end-purpose of delivering a substantial solution to a query, it may also be perceived as dull to your customers, especially if it’s a long article.
Don’t shy away from using pictures, videos, or a combination of the two with a clear step-by-step guide on how to resolve the issue effectively.
It doesn’t have to serve only your external clients
The success of self-service relies on the customer taking the initiative to search for an answer on why they’re facing an issue, but that’s not always the case.
When a customer contacts the business through one of their active support channels, equipping your customer support agents with the entire knowledge base can help them resolve their issues even faster than before. When your employees are well-informed, the more quickly they can move tickets from the ‘pending’ to the ‘resolved’ bin.
Having a multi-lingual platform helps
Muchos de sus clients…oh, sorry. Many of your purchasing customers might not have English as their mother tongue, or primary language. Deploying resources to cater to these groups of customers makes them feel that you care about your customers, and helps in boosting your customer satisfaction and retention levels.
Even Rome took more than a day…
Statistically, it’s safe to assume that you won’t have a perfect knowledge base on your first try. This is why it’s important to have analytical tools embedded into your knowledge base to ask your customers for constructive feedback on whether the article was informative and relevant to their needs.
When done right, you can constantly keep on improving and refining your self-service portal to help your customers even more effectively.
In conclusion, an elaborate and extensive knowledge base, coupled with the proper implementation of SEO (which, by itself, is another high mountain to climb) can ensure that as soon as your customers search for their issue on the Internet, they’ll be warmly greeted by the relevant knowledge base article on the first page of a search engine.
Make your customer support more proactive and reduce your reliance on active channels like email, phone and social media platforms, and ultimately make your customers come back to you for more business.