Improve Your Self Service Portal with an Integrated Knowledge Base

If you already have a self service portal incorporated into your business, then you know how valuable it can be. One of the best ways to improve your self service even more is including an integrated knowledge base with it as well. Developing a quality knowledge base takes time, but it is well worth the effort when you see how efficiently your agents can work and how satisfied your customers are. And with your customizable customer support software, you can identify key areas of your business needing improvement through your knowledge base. Here are some of the main benefits of an integrated knowledge base.

Consistency Creates Trust

Customers want to receive consistent information across multiple support channels. They want to see the same answer on your FAQ section as they do in a knowledge base article, and they want your support agent to tell them the same answer as well. An integrated knowledge base will keep your entire organization on the same page to provide consistent solutions for all customers. Not only will this make customer support more efficient, it can boost the bottom line since a consistent experience creates trust and repeat customers. With configurable customer support, managing your knowledge base is much easier than many business owners anticipate.

Keep Knowledge Base Articles Current

Having a knowledge base is one thing, but keeping it current is another. Your products likely change and evolve over time, so be sure to always keep your articles up-to-date. Your goal should include being the best resource for your customers so they don’t have to look elsewhere to find answers to their questions. The customizable customer support software you use can help identify the most common inquiries customers have so you can provide better quality and more current articles.

Improve Customer Satisfaction and Agent Productivity

An integrated knowledge base helps both the customer and your customer service agent. Customers tend to seek out self service options before they contact an agent. When your agent and customer are looking at the same information, there are no inconsistencies and the customer will feel confident they found their answer. The best onsite customer support software will boost agent productivity, and when a customer is more knowledgeable about a particular product before they contact support, then your agents can take their productivity to the next level.

PhaseWare understands the importance of having the best possible integrated knowledge base in any self service portal. With the increasing trend of customers seeking self service options, your knowledge base could be the difference between retaining customers and losing them. Be sure to call us to see how our configurable customer support solutions can help improve your business in more ways than one.

 Download our Knowledge Management Guide