How to build a successful knowledge base? Step-by-Step.

In this video, we'll share with you valuable tips on how to create a knowledge base and structure it effectively using Zoho Desk.

What does customer service mean to you?
If your customer support goals include locating ways to enhance the overall customer experience and reduce your incoming ticket flow, then building an extensive knowledge base using a help desk software is vital.

What is a customer knowledge base?
A knowledge base is an online self-service repository of useful information in the form of help articles, FAQs, DIY videos, step-by-step guides, instructional manuals, or e-books. When created well with a help desk software, a knowledge base will significantly improve your customer support metrics.

Here are some quick pointers to keep in mind when you create a knowledge base:

[0:13] What are the benefits of a knowledge base?
An online repository of educational information
Available as a part of your online help center
Helps support customers 24/7
Reduces stress for your customer service agents
Increases customer satisfaction
A reference point for customers, agents, and internal teams

[2:18] How to structure your knowledge base content?
1. Understand your target audience
2. Define your purpose
3. Structure your content categorically
4. Lead your customers directly to answers

[8:35] What are the knowledge base best practices?
1. Keeping it simple
2. Including a search bar
3. Using a variety of content formats
4. Adding ways for customers to reach you

When you use a help desk software such as Zoho Desk, setting up a structured knowledge base is simple and easy. You will find built-in help desk features to help you get insights on your knowledge base so that you can refine and update the content periodically.
Provide excellent customer support experience by helping customers help themselves.

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Customer service, easier done than said.
Zoho Desk is the industry's 1st context-aware help desk software with omnichannel communication, self-service, advanced automation, and intuitive AI.
Read through all the features and functionalities of Zoho Desk:

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A brief but clear introduction to the basic concept of Knowledge base development!