What Is a Self-Service Customer Portal and Why Is It Important for Customer Success?
In the digital era, customers have become increasingly self-sufficient when digging for an answer on the world wide web, thus, a knowledge base software is the need of the hour as it is an extensive online library of information about products, services, department, or subject matter. Customers can use it as a self-service tool to find the correct answers they are looking for, either through a google search bar on your main help center page or integrated within the products.
The ten key benefits of Knowledge Base Portal are as follows:
1. Improves Agent Productivity:
The significant resistance to productivity in the customer service as support agents takes time to search for answers. In this context a support agent spends 20 percent time for researching in their inboxes (as per the McKinsey Research) and other platforms like slack or asking their colleagues, thus, by building a centralized hub of knowledge base for your employees, you will significantly reduce the amount of time for seeking answers. Instead, you can focus on empowering the agent to perform at their very best, and the greatest part is that the entire organization will all be on the same page, as it will decrease confusion and errors.
2. Keep Knowledge Alive and Kicking:
The products and services changes often, so does the fact you provide for your employees and customers. If you neglect your content, it will be flat-out useless for everyone, as a result, you need to revise your content every week. With a knowledge base system, you will have the freedom to edit, remove and write new customer solution articles under one organized system.
3. Leverages Employee engagement and collaboration:
If you have a dedicated knowledge base, and a group of passionate support agents thus, creating content shouldn’t be a one-person job, as it is essential to collaborate and create the best content that will internally save their needs. Utilizing an internal knowledge base for your business can increase employee’s engagement by unleashing creative ideas that can benefit the entire company (i.e., troubleshooting a complex user issue with screenshots) to streamline the flow for everyone.
4. Ease Employee Onboarding:
The onboarding process sometimes appears to be costly, but with your up-to-date knowledge base, you will be able to include this as a part of your training programs for new hires. With the help of a knowledge base software, it enables them to get hands-on experience with the company’s internal and external content and find a list of FAQ and common issues that often emerge from customer service interaction.
5. Reaps the SEO Benefits:
Updating your external knowledge base content is the key to the heart of Google’s algorithm, and that is why publishing and optimizing your knowledge base articles does wonder for SEO (Search Engine Optimization). It does drive traffic to your website, users will also find branded content you produce instead of external publications making you the authority. As a result, it will help increase the ranking of your original content on the SERP (Search Engine Result Page).
6. Provides up-to-date Content:
One of the main rules of thumb for having a good knowledge base is to assure that all of the information (i.e., content, images, video) is updated, and imagine a faulty instruction to build a chair and its leg would break, and you would end up on the floor, similarly, if you want your customers to use your product or services to their full potential, make sure you have a clear communication protocol with your product and knowledge management teams to ensure you have the latest facts.
7. Keep Customers Happy:
Creating a positive customer experience is not very easy, thus, it requires your enterprise to exceed customer expectations and provide customers the power to help themselves. You have heard the old saying before,” Give a man a fish, and he will eat for a day and teach a man how to fish, and you feed him for a lifetime”, as if you have a good knowledge base, then customers can search for questions on their own and independently solve problems without the assistance of your support team, as 81 percent of customers prefer to use a company’s website to get solutions to their questions rather than the phone or email. Extensive knowledge base can drastically reduce calls and tickets, and saves precious time for both employers and users to improve the customer satisfaction, thus, the result of a happy customers is? they are not likely to be loyal, but they will probably tell their friends too.
8. Delivers Consistent Customer Support:
A knowledge base is one of the only customer-facing support channels that are constantly available from any device, and it means there is no need to put the client on hold, as the answers are right at your fingertips. Whereas if it’s not well thought out, you will lose your clients in a matrix of words, and that is why it’s crucial to have an organized knowledge base structure to make it easier to find answers.
9. Anticipate customer needs:
With the help of your customer support software, you will slowly but surely start seeing common trends in how clients use your products or services, and that is where the knowledge base saves the day. Through specific, in-depth content, you will be able to describe complex products in the form of a guide, video, or tutorial., and additionally, create a how-to-use- video is a bonus to educate your customers visually.
10. Builds Customer Confidence:
Confidence comes easily for some, then others, but imagine if a customer lacking confidence with your products or services, in the worst-case scenario, if you cannot find the information, they need in your knowledge base. When customers use curated content to solve a problem, it provides them the confidence they need to return to your knowledge base for future use, and that is why it is crucial to have a consistent formula when creating articles for problematic products.
The knowledge base generally helps customers to find answers to their queries, and within it, you can create different categories of content and add distinct sections of information, as users can browse easily through a relevant piece of content using different kinds of keywords, and makes it easier for you to define content hierarchies and manage your information base efficiently.