To understand the meaning of knowledge base, you must emphasize its definition. In simple language, a knowledge base is a self-serve online library of knowledge connected to a whole database system that provides information about product service, department, or topic. In other words, it is customer support of the modern era. Many knowledge bases are structured around artificial intelligence that can interact and respond to user input. While others are simply indexed encyclopedias. For using the knowledge base online and making use of it online, reliable internet is a must, and what better option than using Xfinity internet and Xfinity Wifi options for a smooth connection online. You can read below why a knowledge base is important for you as a customer and for businesses.
Knowledge base and costing
Why should a knowledge base be simple to maintain?
Generally, companies should not spend a large amount on a knowledge base because it may cause financial problems for them. A knowledge base may contain videos and blogs. Although it is the need of the modern era, the knowledge base should not at all be complicated. If it is complicated, the customer may not be satisfied and the company will not be able to generate good results.
This platform also requires maintenance, if it is maintained well, the need to pay customer service agents can be solved and it can be a much more automated module.
Following are seven pros of a knowledge base that can help you establish this platform.
- Keeps customers happy
The growth of a company depends on its customers. If the customers are satisfied, the company’s sales will boost. A knowledge base helps customers solve their problems themselves. Usually, dealing with customer service agents is a lot of fuss. To meet a service agent, a customer has to wait for hours since the lines are busy. Time is a major problem in the present era, people don’t like to wait for hours. They like to solve their problems immediately and a knowledge base helps them do that.
- Creates a trustful environment
A better environment has a lot to do with customer-seller relations. If you provide good services, the customer will stick to your company. Customers need one good company to stick with, they do not have the time to explore new companies. All that matters is facilities and a trustful environment. Providing incentives and discounts to the new customers convinces them to join your company.
- Delivers good customer support
The best thing about a knowledge base is that the customers get 24/7 support. They just need to switch to the website to solve all their problems, eliminating the need to hire customer support agents for 24 hours and paying them accordingly. This helps increase the number of satisfied customers.
Time-saving is the best part of a knowledge base. A customer can quickly watch a blog or a video and solve his problems immediately, instead of having a long conversation with the service agent. The language barrier is another significant pro of a knowledge base. Customer service agents are sometimes not good with different languages. The knowledge base provides an automated module and customers can find answers in their language. This has genuinely helped solve problematic customer support.
- Active management of customer issues
The knowledge base is a very cost-effective and quick method of customer support since the entire system is automated. It helps solve the existing problems of your customers as well as those which have still not been faced by the clients. So you do not need to worry about the problems that your users might face in the future. You are already prepared for it.
- Cost-effective system
Since this module is very cost-effective, the overall cost will be reduced. For instance, you do not need to pay the customer support agents for call receiving and other management skills, nor do you need a complete setup for your customer support agents. You just need good content for this.
- Helps gain niche control
Smart companies use this module to solve their problems as well as to take a niche in their control. Doing this helps them bring a lot of traffic to their website. They do proper SEO of their website and generate some good revenue. However, this requires time and patience. It is not possible to get quick results in no time. You need to be patient and preserved for this purpose.
Conclusion
A few of the most important benefits of a knowledge base are the provision of support for collection, organization, recovery, and sharing of knowledge for customers and employees. Data can be stored in the knowledge base about how a new product, process, or system works. FAQs, troubleshooting guides, and other pertinent specific details can be included. A knowledge base is a time savior for both; your clients and you. All information is in one place, keeping things manageable and simple. It is overall, a very good investment.
