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Showing posts from April, 2024

What Are the Best Tools for Creating a Knowledge Base

  Picture the scene: You’re in the flow of using a new product, and suddenly you hit a roadblock. You know the tool can do what you need it to do, you just don’t know how to do it. You could fire off an email to customer services or wait in line to chat with a customer service representative. Or, you can try to solve the problem yourself. Image by freepik Customer self-service software is built to solve these issues. A knowledge base is one of the core elements of a flexible omnichannel approach to customer success.  But how can you decide what tool to use to build a knowledge base that will help your users? First, you need to consider the features and functions that make for a quality knowledge base tool. What should you look for in a knowledge base creation tool? Before we share some of the best customer self-service software for building your knowledge base, we need to consider what makes a great knowledge base creation tool.  No-code capabilities Knowledge base creation should be

Top 10 Tips for Building a Knowledge Base

  A well-organized and consistently updated knowledge base offers lots of great benefits for your product and your customers. But how can you unlock these perks?  Read our guide for all the tips and tricks you need to build an effective knowledge base portal so you can push your customer self-service to the next level. Understanding the value of a knowledge base portal The way that customers engage with products has changed a lot in the last decade. Research from the CX Network showed that when it comes to a choice between a phone call, a store visit, or digital channels, two out of three customers prefer to solve issues via digital channels.  These figures are set to increase as younger internet-native generations make up a larger share of customers. However, digital channels are an umbrella term that describes a wide array of communication options, from email to self-service portals, blogs, FAQs, chatbots, and, of course, knowledge-base portals. The good news for business owners is t

What is a Knowledge Base and Why Your Business Needs One

  A knowledge base is a powerful way to drive customer success, improve employee efficiency and learning, and support sales enablement through content. If you’re curious about the benefits that a knowledge base portal could bring to your business, this is the article for you. What is a knowledge base? A knowledge base is a centralized information repository about a product, service, or topic. In other words, it’s an organized collection of product documentation, help articles, tutorials, FAQs, troubleshooting guides, and video demonstrations that users can access when they have issues to solve, or they want to learn more about your product. Image by wayhomestudio on Freepik What are the different types of knowledge bases? There are two main types of knowledge base: Internal and External. Internal: An internal knowledge base is built for company employees. The information these digital libraries contain includes things like: HR policies Onboarding materials Internal project documentatio