Did you know that 70% of people prefer to use the company’s website to find an answer rather than sending an email or call?
While 51% of customers prefer technical support through a knowledge base. If you don’t have a knowledge base, you’re probably missing a lot of potential customers and opportunities to reduce your churn.
Not to mention that a well-designed Knowledge Base will reduce the number of your support tickets and help your customers find self-serve help. Sometimes people that are feeling buried in the sea of customer support tickets tend to think about scaling their customer support resources – like hiring the new customer support reps.
But very often, that’s isn’t necessary. Everything you need to do is to create a well-designed and in-depth knowledge base.
Before we see the best tips & tricks on how to create a knowledge base, let’s see what are its benefits.
Knowledge Base has a lot of different benefits and impacts on your business. We’re going to see only a couple of the most important ones.
If you’re feeling overloaded with customer support tickets, hiring additional customer support reps sometimes isn’t the best solution. But what you should do is to invest in a good knowledge base software.
Like we mentioned in the statistics at the beginning, a lot of customers first prefer to find help on their own. Only after, if they aren’t satisfied with the solution, they will be ready to contact you through email.
In this case, building an in-depth knowledge base that will answer all of your customers’ problems can help you to reduce your support tickets multiple times.
The knowledge base can be a good lead generation and lead conversion channel.
Putting your knowledge base on a website, publicly visible to everyone, will help your potential customers find the answers on their own.
Think about the pricing page. When the prospects visit the pricing page, in a lot of situations, they will have a ton of questions.
Thus, showcasing the part of your knowledge base here will answer their questions and make them convert to the trial customers – just like lemlist did:
The knowledge base literally has its role in every part of the buyer cycle and sales funnel.
Letting knowledge base be easily accessible from your user’s dashboard will definitely help you to onboard your trial users more effectively and supercharge trial-to-paid conversions.
What happens if, for example, your trial users are feeling stuck somewhere? If you don’t have the in-app knowledge base, they will probably contact you through your email or live chat. But if you have a big number of customer support requests, they will probably receive an answer in a day or two.
This is a big-time period. Trial users are losing their motivation very quickly, and providing immediate help during the onboarding journey is essential.
That’s the reason why including a knowledge base into your user onboarding process is a must.
There are various ways how can you put a knowledge base inside your product. For example, you can create dedicated in-app pages for that, or, you can redirect your users to a different page on your website.
Albacross, for example, decided to put a quick “search bar” in their in-app live chat:
The last, but not the least important benefit of a knowledge base.
Just like in the onboarding journey, it’s essential to support your paying customers further on.
Very often, even if they’re satisfied with your product and if they’re your premium customers, they can feel frustrated and come with some problems regarding your product.
Enabling them to find help on their own will definitely help you to reduce your churn and improve retention.
Creating a knowledge base with LiveAgent is quick and easy.
As soon as you create an account on LiveAgent, find out the knowledge base in your dashboard. To do so, simply navigate to the “pantheon” image on the left and choose the knowledge base. In order to create your first article and category, click on “create”.
For easier navigation through the knowledge base and better answer accessibility, we’re using categories to organize our knowledge base. After you clicked on “create”, choose “category” and fill in the title, keywords, and whether you want to show your category publicly or internally.
For example, your first category can be “pricing”.
Now when you created your first category, it’s time to create an article inside it. To do so, simply click on your category, go to the “create” button again, and choose “an article”.
Give your article the title, write the copy, and fill all other necessary fields. After that, just click “Create”.
After you do this, simply create all the other categories and knowledge base articles you want, and you will be ready to support your customers through a knowledge base.
For the best results, it isn’t just necessary to create a knowledge base. There are a couple of best practices you will need to follow if you want to reduce your support tickets, onboard more users, convert more customers, and reduce your churn.
So, let’s see them.
There is no point in having a knowledge base if no one can find it. Thus, it’s important to make your knowledge base easily accessible by your website visitors/customers. Here are a couple of eye-catching positions where you can put your knowledge base:
A good knowledge base organization is necessary for providing self-serve help to your customers. If your users can’t find the answer they’re seeking, then there is no point in having a knowledge base at all. So, in order to enable your users the best experience possible, pay attention to your knowledge base’s structure.
Dividing your articles into different categories is always a good choice.
Having as many answers and questions in your knowledge base is necessary. Robust knowledge pages always deliver the best results. One way of finding questions is common sense. You can brainstorm with your teammates about the things that your users should know or will probably need help with. This is the best approach when you’re writing your knowledge base for the first time. Make sure that you include as many relevant questions and answers as possible. After some time, let your support team write down frequently asked questions they’re receiving. If some questions are asked multiple times, make sure to write answers to them, and make them publicly available in your knowledge base.
Like everything else, the quality of your answers is of crucial importance. Put yourself in your users’ shoes. What are the answers and solutions they’re seeking? Make sure that all of your answers and articles are in-depth and straight to the point. It’s always a good practice to read your answers aloud, and question yourself: “Is there anything else our users might need that I didn’t mention?”
In this way, you will be sure that you included all the information necessary.
One of the biggest mistakes companies are making is just linking to their knowledge base pages from a header, footer, or anywhere else on the website. The good practice is showing your knowledge base to the users exactly when they need it.
This is a moment when knowledge base and user onboarding flows must play smoothly with each other. During the user onboarding flow, it’s desirable to show links to the relevant knowledge base articles in different UI/UX prompts and tooltips.
In this way, you’re delivering your knowledge base to your users in a context and according to their current in-app behavior.
As you can see, is pretty important to have a well-designed, eye-catchy, in-depth, and easily searchable knowledge base on your website and inside your product. Not to mention different benefits that come along with having this kind of a knowledge base:
Fortunately for you, creating a great knowledge base doesn’t need to be a problem. It’s relatively easy to do so with LiveAgent. So, what are you waiting for? Create your trial account at LiveAgent right now, and build your knowledge base from scratch in a matter of minutes.
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