Top self-service knowledge base mistakes you must avoid

Your knowledge base determines how successfully you’re able to inform your customers through self-service information. Most businesses however find it challenging and that’s why more and more customers report poor experiences.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

To steer your business to ample success and customer satisfaction, here are a few knowledge base mistakes you must avoid.

First, avoid keeping old content on your website whether its action guides or customer information articles. The key to success is making sure that all website content is optimized and reviewed on a regular basis. Having updated articles on your website helps keep your customers properly informed, thus boosting their self-service experience.

The other mistake you should avoid is serving incomplete content for your customer’s consumption. Instead, create complete content- with all possible useful information customers can use to solve their problems. When customers find poorly written, shallow and generic information on a website, or other CRM, they’re less likely to buy; they can also go to your competition.

As you can see, creating an optimal self-service experience for your customers will not only help you make more profits, but boost your customer’s satisfaction as well if you avoid the above self-service knowledge base mistakes. We help businesses optimize their customer self-service information through Yonices that not only lower the cost of customer care, but give customers what they love the most- serving themselves.

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