Itqualityassurance
- Why is it important to develop a consumer knowledge base?
- What is knowledge base for customer service?
- Why would a customer experience team need a knowledge base content manager?
Why is it important to develop a consumer knowledge base?
An effective knowledge base delivers that exact immediate information customers are looking for – in an organized way that's easy to use. A customer service knowledge base is so important to your customer experience as it allows customers to get the right information on how and when they want it.
What is knowledge base for customer service?
A 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. They usually look something like this. There are two main forms of knowledge bases: machine-readable and human-readable.
Why would a customer experience team need a knowledge base content manager?
Externally, a knowledge base helps customers learn about a company's products or services or diagnose basic troubleshooting problems before turning to support for help. Internally, it can be an easy way to allow employees to collaborate and organize internal information such as onboarding processes and more.
