In today’s fast-paced, interconnected world, the vast majority of consumers simply can’t stand waiting to be helped. Raise your hand if you love waiting on salespeople, tech support, or customer service while they assist the customers who came before you. This reduction in wait time when trying to resolve an issue can directly lead to improved customer satisfaction. There’s no submitting endless tickets to a help desk, or waiting “for the next available representative” or anything of the sort when it comes to knowledge base software. There are several main benefits to creating a customer-facing knowledge base including:ĭid you know over 60% of US consumers prefer self-service for simple service tasks as opposed to contacting your support team via phone, email, or social?Īn organized and user-friendly knowledge base essentially allows customers to dig into the information they're looking for on their own terms, rather than the company’s. External Knowledge Base Benefits for Customers Now, let’s unpack that a bit by focusing on both the customer’s and company’s side of the equation. Why a Knowledge Base is ImportantĪs we’ve already alluded to, the main benefit of creating and presenting a knowledge base to your audience is that it enables you to provide in-depth, instant, on-demand information and answers to your audience members without needing to do so individually.
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We’ll get more into how to go about creating a knowledge base that works for your audience a bit later on.įirst, though, let’s talk about the benefits of doing so. Essentially, the purpose of any knowledge base is to help end-users find a solution to their problem without having to rely on someone else. While the content of specific knowledge bases varies based on numerous factors, most typically include information regarding how to get started using specific products, get more use out of advanced features, and overcome common problems or issues.
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DaVita uses its internal knowledge base software to help with employee onboarding.KaarbonTech makes use of a knowledge base solution to improve customer onboarding of their softwareĪn internal knowledge base, on the other hand, is typically utilized as a way to allow employees to collaborate and share all company knowledge and information internally.Virgin Mobile uses an external knowledge base to provide on-demand, 24/7 customer support.External Knowledge BaseĪn external knowledge base (also known as a customer-facing knowledge base) is where customers can go to learn anything they’d ever need to know about a company’s products or services, organization, and industry. Knowledge bases are created for use by a company’s customers, internal team members, or sometimes both. This is why it's essential to utilize knowledge base software when looking to build a foundation for your company's knowledge management strategy. The purpose of a knowledge base is to act as a portal for all the knowledge possessed by all the members within a company. Knowledge base software allows a user to create a centralized repository that can be used to easily create, organize, find, and share knowledge that would otherwise be spread out in multiple locations.
How knowledge bases are related to knowledge management.Why a knowledge base is important for your business.In fact, as you continue reading this post, you’ll learn how creating and implementing a knowledge base can help your organization drastically improve its customer support efforts as well as its internal performance, regardless of company size or industry. With the right knowledge base software, your company’s ability to create, organize, manage, and share its knowledge and put it to good use will increase exponentially. This is where a knowledge base comes into play. It’s also important that this knowledge can be easily found by whoever needs it - whether that’s your customers, employees, or both. Whatever the case, to be able to make the most of this knowledge, you need to do more than just document it. It might be in a FAQ, a PDF, in your email, or a Slack channel. This knowledge is usually documented somewhere. The collective knowledge that your employees have about things like your organization’s customers, products, and business processes has the potential to be one of your company’s most valuable assets.
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