Knowledge Base

A knowledge base is an organized repository of information to assist customers and employees. It contains support documentation, FAQ, etc.

What is a Knowledge Base?

A knowledge base is an organized repository of information to assist customers and employees. It contains support documentation, FAQs, training materials, and best practices.

For customer support, knowledge bases empower agents to find solutions quickly. They also enable customer self-service through public-facing content.

Effective knowledge bases are:

  • Comprehensive - Broad and deep content covering key topics.
  • Well-structured - Intuitive taxonomy and searchability.
  • Relevant - Focuses on highest-value content areas.
  • Current - Regular content reviews and updates.
  • Accessible - Easy to use internal and external search.

Content usually comes from support interactions, product teams, subject experts, forums, and customer feedback. AI can also generate and refine content.

Why Knowledge Bases Matter in Customer Support

Knowledge bases are vital for efficient, consistent support by connecting customers and agents to the right information.

For customers, it provides a 24/7 self-service resource for troubleshooting and how-to guidance. This deflects contacts and improves satisfaction.

For agents, it reduces repetitive research and equips them to resolve more issues faster. This drives productivity and first-call resolution rates.

Knowledge gaps quickly become visible based on recurring customer questions or agent searches. Content can then be created proactively to address frequent needs.

Analytics identify rising customer issues and pain points so content can evolve dynamically. Feedback loops ensure continual alignment with user needs.

Key Takeaways on Knowledge Bases

  • Centralized repositories of support content and training.
  • Enable customer self-service and faster agent assistance.
  • Reveal content gaps based on usage analytics.
  • Must have relevant, comprehensive, current content.
  • Dynamic evolution based on customer feedback and data.
  • Vital for efficient operations and happy customers.

A robust knowledge base platform combined with insightful analytics is mission critical for delivering efficient and satisfying customer support. It enables continuous improvement powered by data and user input.