Customers want fast, reliable help from a company they are giving their business to. And you better be ready to give it, especially when they have questions that need answering. According to Esteban Kolsky, CEO of thinkJar, 84 percent of consumers “are frustrated when the agent does not have information.” Whether you are providing support with live chats, phone calls, emails or a ticket system, a good knowledge base can make all the difference in the quality of your service.
A knowledge base done right should make your customer support more efficient and accurate. Here are four ways a knowledge base system can improve your customer service.
A knowledge base keeps information accurate and standardized.
Customers who call your business for help shouldn’t get a different answer to their question depending on who they speak to. With a knowledge base, your employees all have access to the same information and can accurately deliver it to the customer. You can make sure everyone in your company is on the same page and delivering the right message to your customers.
A knowledge base is always available.
Customers want help and answers fast, which can be difficult for smaller companies to do. When a customer needs help at 2 a.m. and a company’s agents aren’t working, a knowledge base system provides immediate answers. The knowledge base can be accessed on a company’s website at all hours, whether through a database search or an automated chat system.
It saves your employees time, which gets answers to your customers faster.
Pre-built knowledge base articles save employees time when they are trying to assist a customer. Rather than doing research on a particular subject, the employee can search the database and even provide a link to the customer with the appropriate answer. This can save valuable time for both the company and its customers and cut down on wait times.
The knowledge base can be constantly updated.
Linking a knowledge base to a ticketing or chat system helps the company to better serve customers with up-to-date information. A knowledge base can be added upon and modified at any time, so a company can fine-tune it to what customers want. Support tickets or chats can be monitored to give the company a better idea of what customers are looking for, and more specific and helpful answers can be added to the knowledge base. A knowledge base that is geared toward what the customer actually needs makes customers happy and saves the company resources.