Businesses that regularly receive calls from customers realize how difficult it can be to provide 24/7 support. Keeping friendly, skilled representatives on hand around-the-clock can quickly drain a business's payroll. Yet, cutting corners by hiring unhelpful employees will send customers directly to competitors.
Knowledge bases are a great way to give customers the help they need without having to pick up the phone or wait for regular business hours. When done correctly, you'll create a positive user experience and save your help desk team a phone call. Here are five ways you can create an effective knowledge base.
1. Make it easy to find.
User-friendliness should be at the top of your priority list as you develop your knowledge base. If customers get frustrated, the resource will be useless. Offer access to your knowledge base through a "Help" button available on every page of your site.
When customers click on that button, make sure the knowledge base is featured as an option. Some businesses merely set up a search box for customers to enter their issue, leading them to relevant knowledge base articles. If they can't find the appropriate answer, they can then see the option to contact your help desk directly.
Another option is to offer a subscription to your knowledge base, which provides opt-in options like an email alert. You can also consider adding a blog post macros to your knowledge base home page that then lists the latest information posted and offers visitors the opportunity to subscribe to new alerts through RSS.
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