Knowledge base applications usually encompass a number of support tools like Wiki’s, FAQ’s, Troubleshooting Guides, Articles, Manuals, etc. making them an excellent investment for companies looking to improve customer service. Adding a knowledge base application streamlines customer service, improves agent performance, maximizes call deflection, simplifies support content management, and much more. In this article, we examine the benefits of implementing a knowledge base application; benefits that save time and money, but often get overlooked.
Larger industries and organizations in the financial, medical, and government sectors treat knowledge base software as an indispensable part of customer support. Smaller companies take example from these bigger players but not everyone can match the big pocket spending. Thus, it’s not uncommon for smaller companies to regard knowledge base software as an unnecessary expenditure or put it off as a down the road expense.
This is not very surprising. With a limited budget it is difficult to justify investments in customer support tools when returns are not immediately tangible. However, knowledge base software has now become a paramount tool in customer service to the point where it is synonymous with such tools as a support phone line or an FAQ page. In other words, a knowledge base portal is now an expected tool in customer support.
Yet, the ROI benefit that modern knowledge base systems provide is not always immediately apparent. Companies that lack a knowledge base support system treat it as another Troubleshooting Guide or a Wiki tool when in fact, modern knowledge base systems offer suits filled with such support tools and many additional features. In fact, knowledge base platforms can include support call center and ticketing management systems, offering indispensable management capabilities to support administrators.
Furthermore, improvements that modern knowledge base software provides might appear incremental and not important enough to merit an upgrade or a revamp of the entire support system. However, as the example below illustrates, these changes make a significant impact on the level of service a company offers its customers.
Often, a small investment can make the difference between adequate and exceptional customer service. An example of a gradual change that brought with it pronounced improvements in the customer support industry can be observed with the invention of the Private Branch Exchange (PBX). The PBX is a telephone exchange system that serves a particular business or office. Initially, the PBX system brought the advantage of saving on the cost of internal phone calls. Companies would rely on a PBX to run their call centers. The PBX would route support queries to appropriate agents thereby streamlining call center performance.
Soon, a wide range of features started to emerge. Tools like hunt groups, call forwarding, extension dialing – to name a few – begun to incrementally improve call centers. These small advances were akin to the benefits modern knowledge base systems offer over antiquated FAQ’s and Knowledge Trees applications. Some companies stuck with basic call center functionality, but the more successful companies innovated by offering these new features.
Imagine if a present day company relying on a support call center did not offer extension dialing capabilities or auto attendants that quickly lead customers to the most relevant answer or the right customer representative. Customer support satisfaction would plummet and a great amount of resources would be wasted on managing and handling calls. In the same way, companies that fail to utilize a knowledge base platform lose out on an effective way to streamline agent performance and provide great customer support.
Companies that make considerable investments in customer support never fail to take advantage of knowledge base software. Not surprisingly, most of these big spenders tend to be the larger companies who can afford the most comprehensive support system. However, this does not mean that to provide exceptional customer service a business needs to spend a fortune. Any company trying to improve customer support should first and foremost invest in researching knowledge base software.
Indeed, the market offers a wide range of knowledgebase software solutions for companies small and big. Instead of asking whether a knowledgebase should be implemented, companies should be asking ‘what is the right knowledge base solution for our company?
The real value of knowledge base software lies in its ability to put a company’s customer service on par with some of the big players without financial strain. A company can provide excellent customer service, save money, and reduce the workload of support administrators for just a few hundred dollars a month. So go online, do some research on knowledge base software or, since you are already here, check out our knowledge base and community forums platform SmartSupport!
Author: Dmitry Minyaylov