It can include all types of helpful content.Ī knowledge base doesn’t simply have to be a reservoir of help center articles. If a customer or prospect has a specific question about your company - whether it be "What is artificial intelligence?" or "How do I apply for a job?" - they'll assume they can simply search that question or similar keywords on your website and find the answers they’re looking for. They want answers, and they want them now. People no longer have the patience to flip through dusty encyclopedias in public libraries. After all, consumers expect your business to help them find their own solutions with self-service tools. This frees up your support reps to handle more important issues and allows your customers to feel accomplished that they found a solution all by themselves. Whether answering questions over the phone, email, or live chat, your support teams can only handle so much at a time.īy providing a helpful knowledge base, your customers can get the answers they need on their own. Let’s go over some key reasons why knowledge bases are important. This reactive repetition is time-consuming, stressful, and isn’t scalable. For example, if you work at a photo-sharing startup, you might get the same question about how to upload a photo dozens of times a day. This type of customer service is reactive and can become time-consuming because you have to have well-trained support staff operating these systems and interacting with customers to ensure a good experience. When users have a question or issue, they speak to your customer service team to get the answers they need. Knowledge bases may seem simple, but let's step back and put the idea in context.Ĭustomer service departments exist to improve the customer experience. You can also create an internal knowledge base, where you provide helpful information to your employees, like benefits information, company holidays, etc. This provides useful information and exposes your content to different audience groups that may become customers if they benefit from the information you provide. Some businesses also create content that is helpful for general consumers in the industry, not just specific customers. Knowledge on different business departments. Common types of data included in a knowledge base are:ĭirections and tips for using your products and services,Ĭontent you’ve created that can provide in-depth solutions, What type of data is included in a knowledge base?Īll knowledge bases share valuable information with customers and prospects, but the type of data and information you include in it depends on your business’ purpose for creating one. They are more interactive and hands-on but require time-consuming prompting to gain solutions. Human-readable knowledge bases store documents and physical texts that humans can access. ![]() These solutions are interpreted and deducted by machines and, thus, are less interactive. Machine-readable knowledge bases store data that can only be analyzed by artificial intelligence systems.There are two main forms of knowledge bases: machine-readable and human-readable. First off, let’s define "knowledge base."Ī knowledge base is a self-serve customer service library that includes information about a product, service, or topic that helps customers find answers so they can solve problems on their own.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |