What Is a Knowledge Base & How It Works?

What Is a Knowledge Base & How It Works?

Studies indicate that most people prefer self-help. According to Forrester, about 70% of consumers prefer the self-service option to resolve issues, than calling or sending an email. In fact, 53% of adults in the U.S. are likely to abandon a website if they don't get quick answers to their questions.

Let's look at what does a knowledge base mean and how it helps in solving this problem for both employees and customers.

Knowledge base is an online repository of information about a product, service, or organization. It can contain articles, videos, documents, presentations, FAQs, and more. An ideal knowledge base software enables you to create, manage, and share knowledge easily and make it accessible anytime and anywhere.

Major benefits of a knowledge base:

0:53 - A knowledge base delights your customers with instant self-help. It makes sure that answers are right at the fingertips of your customers.
1:01 - No more "Will call you right back" or "We will reply to your email within 24 hours", with a knowledge base in place.
1:07 - It is a simple and effective way to resolve issues faster
1:10 - While this saves your customers calling or raising tickets about the same issue again and again.
1:16 - It also means less support workload and cost for you.
1:20 - A good knowledge base improves customer loyalty and revenue growth.
1:24 - Having the ability to find answers to questions on their own is no longer an option. It's what your customers demand.
1:32 - It saves your customers' time making them more loyal to your brand. They become advocates of your brand and are more likely to recommend you to their friends and family.
1:43 - Satisfied customers also buy more often and are even ready to spend more on your services.
1:50 - It enables you to provide a more consistent service. It ensures that everyone in your company speaks from the same playbook. This means no confusion, no misunderstanding - everyone is happy.
2:04 - A knowledge base helps you lower training costs and ensures that new hires are updated with the latest information and get consistent guidance. That results in a better work environment and lower costs.

Are you looking to improve customer support and employee training? Check out ProProfs Knowledge Base - the best free knowledge base software. Sign up for its free trial version of 15 days and get to know more about it.

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