Understanding the Usefulness of a Customer Knowledge Base

As a B2B organization, it’s important you take strides to increase the level of customer support you provide your clients. Simply offering a support phone number isn’t good enough anymore. One trend that’s quickly becoming commonplace is a self-service portal. Here, a client can send tickets when an issue arises, view details regarding their contract, and get valuable information regarding the products and services you provide. This last feature is particularly helpful.

A knowledge base is a repository of information provided by a company that’s meant to inform clients and internal reps about products or services. Customers can access this information when they encounter a problem and find a resolution on their own. This feature may seem one dimensional on the surface, but it provides a number of benefits to any organization. Let’s go over a few.

A Great Time Saver

Your clients are as busy as you are, if not busier. Having to find solutions when an issue pops up with your product is inevitable, but that doesn’t change the fact that it causes a slowdown. However, access to product information means your clients don’t have to rely on other means of getting the support they need. They can find solutions on their own time. When the other options are sending tickets, calling your support team, or chatting with a rep, a knowledge base is a huge time saver. In addition to saving your client’s time, it also helps streamline your support department. Agents no longer have to answer the same questions over and over and call volume could decrease drastically.

Improve the Customer Experience You Provide

Yes, your clients will have access to important product information, which is a huge improvement to the support you provide. But a knowledge base can help your overall customer experience in other ways. Your agents will be able to quickly access information while addressing client issues via other channels. This will increase both the quality and timeliness of the service you provide. Your reps can even use the knowledge base along with other components of your customizable customer support software. For example, if an agent is chatting with a client, they can provide direct links that will allow the client access to information regarding their issue.

It’s an Excellent Selling Point

Before signing a contract, many organizations will want to know more about the customer support you provide. A knowledge base is a perfect tool for salespeople to display the kind of resources a client will enjoy. The best part is, they can actually show it to potential clients. This is much more reassuring than going on blind faith. If a business sees they can have access to thorough information regarding your product, they’re much more likely to work with you rather than a company that only provides phone support.

Boost Your Support Arsenal Today

Standards are very high in regards to customer service. You can’t expect to grow if you’re not offering a full range of support options for your clients. Integrate a knowledge base into your framework and start providing a level of service that will make you stand apart from your competition.

Let PhaseWare provide you with customizable customer support software today. Contact us to learn more.

Download our Knowledge Management Guide