What generational group is driving big changes to virtually every aspect of our lives? It’s…
How much can your customers learn from you before they even pick up the phone or click on the “send” button in their email program? That foundation of information is what’s known as a knowledge base. What it is depends on what products or services your business sells or provides. Perhaps you’re in a B2B supply industry, and your knowledge base offers customers information about quantities, discounts, and shipping. Or if you supply tech information to a segment of the health care industry, you may have answers to simple setup questions as well as background on federal regulations related to health care privacy.
The point is that if you’re able to provide some information and answer some questions, you may end up with multiple benefits. Customers may feel more satisfied with immediate answers to their questions. And you may end up reducing the amount of calls or emails to the in-person customer service division if people are able to find what they need first. You may also encourage dialogue on a forum, where one user is able to answer another user’s questions without you even getting involved. People may also just be interested in boosting what they know about your product, and a knowledge base can be key in doing that too.
Perhaps you’ve never thought about creating a knowledge base, or maybe you need to make yours more robust than it is. If so, there are a number of things to think about before you get started. For starters, you must research—what customers want, what you can provide, what you have, what you’ll need to create. You also need to create a plan that outlines the content and build in a platform to improve, change, upgrade, and analyze that information as needed.
One of the more complex pieces of building a knowledge base is figuring out how to group all the information. What guides their commonalities, and how do they link from one piece to the next? How can that outline of relationships change as your services or products change, too?
You must also understand where your visitors are coming from and how useful they’re finding the information. Are simple searches the connection and do they rate the quality of your information highly? All of those data points are important pieces in a comprehensive knowledge base.
As with most things related to your business, you must always push the edge of improvement, changing, re-focusing, re-imagining as customers and their preferences and needs decide. To ignore this reality is to hurt your business. This graphic is a great place to start to understand a knowledge base creation from start to finish—and beyond.
Submitted by: Megan Wilson | Infographic Source: www.salesforce.com
When was the last time knowledge bases were updated in your organization? We hope this infographic helps you implement a sturdy knowledge base system. Don’t forget to share it with your workplace. Follow TLB for more updates.
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