Implementing an online customer support center is a challenging task especially when it comes to customer knowledge base .The challenges involves creating of a knowledge base that is up-to-date, accurate content, checking for repeats and ensuring that customers understand the language of the content. A company should ensure that the knowledge base serves its purpose right.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Focusing on the best practices produce a knowledge base that will capture customer’s needs .if you are thinking of implementing a knowledge base, here are some of the best practices to keep in mind.
Involve the whole management team
The management board is responsible for all the activities in an organization. Involving them in projects makes it easy to justify validity and usefulness. Discuss and estimate the budget required to come up with a successful knowledge base. Take the board members through the steps needed to create a good knowledge base and its resources. Exclusive involvement of the board will save time and costs to be incurred.
Break it into topics
A knowledge base is meant to help customers get a solution to a problem. Structuring it into topics is better rather than giving it a departmental name. This will help more customers.
Addition of links for effective understanding
Customers are very different in nature. There is a customer that will take only a few minutes to get the answer and another look for more references. One with additional links to an answer questions will be more effective to customers. The extra links attached will help to clarify answers better.
Yonyx helps businesses create the best knowledge base for their customer self service. Click here to learn more.
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