Helping customers at a moment’s notice is something that everyone expects from a customer support team. It’s very much desirable to have a support team that never says no and is happy to help customers at all times. However, over a period of time, it makes a lot of sense to educate the customer more about the product and not spoon feed them every single time.
An informed customer will generate far less ticket volume and his understanding of the product will evoke a sense of kinship with your brand. Webinars, bootcamps, demo sessions – there are so many ways you could educate the customer. The cost effective, centralized and comprehensive solution would be to create a knowledge base.
A Knowledge Base serves as an organized database of official documentation with images, videos and file attachments for customers to learn about your product or service on their own. To create one for your customers, visit the Knowledge Base section of your HappyFox account.
The word Knowledge Base might sound complex, but, in reality it’s anything but. Equate it to a blog if you will. In a blog, there are categories and subcategories with articles associated to them. In the same vein, a knowledge base has sections, subsections (parent and child) and articles.
The journey begins with adding a name and description to the KB for the sake of your customers. There is an option to make the KB accessible only to registered users who have logged in as well.
Creating sections and subsections is the next logical step. You can create as many sections as you wish. Better yet, a section can be associated to a parent section to bring structure and organization to your content. In HappyFox, we have a nifty little feature that lets you insert KB articles in support responses. To restrict articles from irrelevant sections from getting inserted into categories, carefully check the relevant boxes.
Now, we are off to create a bunch of articles to populate the knowledge base. A familiar WYSIWYG editor is awaiting you under the Articles section. Write content, format it to your liking and make the content relevant with a set of images.
Just like sections, you have the option to link articles to sections and make them visible to all your customers or just your staff. Got manuals or other helpful resources? Attach them to the article for the customers to download and take advantage of the same.
Once the knowledge base is ready, customers will be able search for content, jump between sections and access the most viewed articles.
A Knowledge Base encourages gradual self learning from the customers’ part, at their own pace. So, go ahead and empower your customers to help themselves!