Having an online knowledge base is becoming increasingly essential to the growth and success of businesses. According to research by Coleman Parkes, 91% of consumers said they would use an online knowledge base if it were available and tailored to their needs. Information is crucial. Customers want to know the intricate details and because that information is made readily available by other businesses, it becomes a disadvantage for your business not to have one. Knowledge bases are so common now that customers actually expect businesses to provide them. A detailed and diverse knowledge base will substantially improve the quality of your customer service.
What Exactly Is A Knowledge Base?
A knowledge base is a centralized online database that provides information about your business. The information provided in a customer base could be about a service or a product. A knowledge base enables you to gather and make information available to your customers and even your employees. It enables customers to access important information without having to go through the stress of contacting your business. From details about a product or service your business provides to frequently asked questions, a knowledge base enables you to provide your customers with as much information as you possibly can. This feature will help your customers understand your products and services and solve any problem they may have with accessing your services. This will also reduce the amount of reactive customer service you’ll have to do.
Why Is an Institutional Knowledge Base So Important?
Knowledge bases are a simple way to raise the quality of your customer service. It’s also a way of getting prospective customers to overcome any negative preconceptions they might have about your business. It helps customers understand and trust your services and helps reduce the amount of time and work you’ll have to put towards customer service. Because it’s always readily available, a knowledge base will work for you even while you’re asleep. Creating an internal knowledge base will also help your employees perform tasks easily. Because they always have access to relevant information, they’ll seldom be caught in a situation they can’t deal with, especially if that situation involves customer service. It also makes it easy for new employees to perform optimally. All new employees have one major problem. And that is a lack of the knowledge that’s relevant to their jobs. Understandably, it takes new employees a while to learn the ropes—this puts your business at a disadvantage. With a knowledge base, a new employee will always have access to the information they need to perform optimally.
In a world that’s evolving at such a ridiculous speed, customers need to feel secure about your services. If they discover that a new service is available from a competing business, they’ll want to know if they can access that same service in your business. If they need information concerning your products or services and it’s not available, they’ll simply go to a place where that information is available so they can feel secure.
It’s important that you remain proactive when it comes to providing your customers with information. By providing the necessary guidance, information and DIY tutorials, your customers will be able to use your products and services without worry or stress. This will leave a good impression and keep them coming back.
Now that you understand why a knowledge base is vital for your business, don’t waste any time and start creating one. Take the necessary actions to make your customers have a stress-free experience with your business. Help your employees fulfill their duties optimally. And above all, be proactive.