It's recommended that you keep only valuable information and structure it in a way that makes information-gathering effortless. Your knowledge base should work seamlessly with different devices, including laptops, tablets, and mobile phones. The answer lies within. A private wiki, on the other hand, is for companies that want to share company-related information with employees. Customers will love it. Clearly, online search engines are their major source of information! The advantage of employing an effective knowledge management system is clear and the results are a win for customers. Self-service is so much in demand that according to Gartner's predictions, by 2030, a billion service tickets will be raised automatically by customer-owned bots. This is crucial to ensure easy and round-the-clock accessibility for readers. It's now time to move to the second point that focuses on the nitty gritties of "creating a knowledge base.". This step will make or break your knowledge base. Any software you go for should come with a trial period. Clearly, this is a broad definition, and rightfully so. Choose Software. In many ways, we are not. Provide product support for basic and frequent issues, Offer information on pricing plans and discounts. The solution to this problem is simple - create an online knowledge base. If ticket volume is a major issue for you, consider creating a product manual, user guide, or a customer support knowledge base for your clients. Branding involves using the right fonts, themes, color scheme along with your brand name and logo. If you need to create a centralized platform that consists of vital company-related information, go for an. Knowledge base is a pool of experiences, situations and how pressing issues were addressed. For example, each month you can pull a report for the ten most frequently used articles and create the questions and include the answers in the FAQ section on your website. Add your brand name, logo, and color scheme to give it a unique appearance. Address the Most Frequently Asked Questions First You should be able to create a knowledge base for free at least for a period of 15 or 20 days just to get a gist of how the software works. Check if the software provides templates. From top to bottom, a knowledge base should be educational, motivational, and organized. Web-based wikis are great for sharing all kinds of information. When people come to your knowledge base, they are looking for answers. This is why creating a knowledge base is essential. Difficult to imagine today, but it might become a reality tomorrow! For example, the engineering department might be able to run tests to see where customers face obstacles when using the product. So, in order to improve your knowledge base, make sure you gather feedback. Give us a call at (855) 776-7763 or schedule a demo, and we will be happy to answer all your questions around creating a knowledge base for your company. Did you know that 90% of millennials go online every day? 3. A full-fledged KBase will help improve agent productivity and customer satisfaction. If anything remains in terms of design, be sure to bring it up before the landing pages are finalized. For this step, it pays to work closely with a designer. Talk with a managed services provider. Any tool you choose should help you build and publish your knowledge base in minutes. If customers are your focus, you can create online documentation and manuals, or a help-center that is committed to solving customer queries. Readers can easily understand the content that comes in bite-sized chunks and is written in clear language. With the influx of technology, businesses have now embraced the concept of online knowledge management, thanks to the scores of benefits it offers. But, even that needs effort to maintain quality and user-friendliness. customer support, customer success, sales). Customers will be able to browse through your articles via the widget that appears on any page they’re on. Needless to say, when big changes happen (e.g. Customer satisfaction increases, and this is what firms desire to achieve. Build your knowledge base MVP as an internal solution. It must answer common questions efficiently to save customers time and confusion. 1. Interested in becoming an Acquire Partner? Here are some of the features you should look for while selecting the right tools: This helps you write, edit as well as upload content easily. Easily create online FAQs, user manuals, and documentation, Install live chat on any website starting at $0, Create customer satisfaction survey for free, We have the #1 Knowledge Base Software for delightful self-service help center starting at $0. Determine the higher level categories first and then break them down into subcategories. Organization and communication are key to keeping your business running smoothly. In many ways, we are not. In simple terms, a knowledge base is a cloud-based platform that provides easy and round-the-clock access to information. Involve your team to brainstorm fixes faster. And the ultimate benefit? Adding a search box is one of the best ways to help readers easily find any article they are looking for in your knowledge base. Create a knowledge base in the right way, and you will increase your customer count in no time. In fact, when they have a question, 66 percent of customers try self-service first before deciding to contact customer support. Having a Great knowledge base is a part of great customer service experience. In some cases, they’ll be transferred over and over or told to call back. How will it be linked to from other pages? If yes, you can easily create a knowledge base using free templates (Try out ProProfs knowledge base templates), as the outline will be in place. You may have heard the saying ‘everyone is different,’ and in a lot of ways, we are. 12. Knowledge bases can be used both internally. You may have heard the saying ‘everyone is different,’ and in a lot of ways, we are. Enhancing support performance using Internal knowledge base. Wikis can be shared publicly or only with a few authorized members. Adding tooltips, lightboxes, and popups to your content is the best way to ensure that the user experience is nothing short of perfect. After all the work you’ve put into the knowledge base, you hope everything will work. How to build an awesome Knowledge Base Wiki in SharePoint Online using modern pages Posted on May 7, 2019 | SharePoint From my experience implementing SharePoint Intranets, the most frequent request from companies (after document management) is the ability to create some sort of Knowledge Base Wiki in SharePoint Online. new pricing plans or new product launch), you need to act as fast as possible to bring your knowledge base up-to-date. This is a big opportunity to provide excellent service to the vast majority of your customers and build loyalty to your brand. This is a process you can repeat to constantly enrich your knowledge base. There are dozens of tools to help you build a knowledge base on your site—you'll find a documentation tool in most of the best customer support apps, where you can write in rich-text, HTML, or Markdown and easily publish your documentation online. Just like tooltips, you can use lightboxes to offer instant help when your customers need it. Hence, I would recommend you to prioritize building one to streamline processes. When writing knowledge base articles, it is important that one edits and proofreads the article to check for mistakes because if there are any, it could hinder the self-help process for the customer and s/he will decide to approach your support team. If your business processes are not streamlined and workforce collaboration is an issue, creating an internal knowledge base or a company wiki is a better idea. And, of course, it costs substantially less to set up and maintain support documentation than to hire additional employees for your support team. This is why creating a knowledge base is essential. 3. Build a knowledge base and a process around it that continues to grow as your company does. A WordPress blog or even a plain website will it be linked to other... Millennials go online every day a full-fledged KBase will help improve agent productivity and customer satisfaction desk. 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