Customer Service Knowledge Base: What is It?

In the modern world, customers have access to more information than ever.

Yet, sometimes people don’t want to trawl through Google looking for a fix, nor do they want to spend hours on the end of a customer service helpline.

They want an easy to access knowledge base where the answers are stored and ready at the click of a button.

That’s why many companies have set about building a customer service knowledge base.

Here we’ll explain what that is, and why they’ve become so popular.

What is a customer service knowledge base?

A customer service knowledge base is a database that contains a complete repository of information about a company, including its products and services.

Through the creation of this comprehensive knowledge base, customers can self-serve their own answers, thereby reducing the reliance on customer support staff.

As the database serves as a centralised store of information, it can be expanded as products and services evolve.

Additionally, it can be helpful for members of staff to refresh their knowledge. Plus, with input from the customer service team, the knowledge base can be tailored to the needs of the customer.

Why do you need a Knowledge Base?

Customers don’t want to waste their time looking for answers to questions. They want it ready and waiting at their fingertips.

When requesting information from staff, responses can take hours to days to come back. With a customer service knowledge base, the information is always available.

As the Harvard Business Review discovered, customers don’t want to be ‘delighted’: they want quick and efficient service. Here are some stats:

  • Sixty-five percent of customers expected their problem to be resolved in a single interaction.
  • Sixty-two percent of customers valued knowledgeable employees, placing it third in a ranking of traits needed for excellent customer service.
  • Fifty percent of customers give a company a week to respond, after which they cease doing business with them.

Such expectations have led to many companies relying increasingly on their dedicated knowledge base. Yet, some are reticent to create one, finding it a daunting prospect.

Key Benefits of a Customer Service Knowledge Base

The creation of a knowledge base comes with many essential benefits for companies. Here are just a few:

  • Puts the customer in the driving seat: The customer knows what they want to know. Many customer service teams spend too much time trying to please an expectation the customer doesn’t have. By using a knowledge base, the customer can access the information at their own pace.
  • Creates efficiency: By filtering off customers looking for information, customer support teams can focus on helping out the consumer in the greatest need, thereby reducing response times.
  • Provides a consistent service: Every time your customers use your knowledge base, you can be confident they’re getting the same service with the most up-to-date information
  • Boosts trust: When customers expect to get a reliable and informed answer, they develop confidence in the company they are dealing with: creating long-term loyalty.

So, don’t just contemplate a customer service knowledge base, build one and maintain it. It won’t just save you money; it will increase customers satisfaction rate and even attract new customers.

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