How to Make a Knowledge Base With WordPress
Why Do You Need a Customer Service Knowledge Base?
Speed and knowledge both play a crucial role when it comes to customersatisfaction.Your customers don’t just want fast and accurate information. They demand it.In our recent customer service benchmark report, we found that the averageresponse time is 12 hours and 10 minutes.And according to the Harvard Business Review: * 65% of customers want their problem resolved the first time * 62% of customers think that having knowledgeable employees is the third most important aspect needed for a company to provide good customer service. * 50% of consumers give a brand only one week to respond to a question before they stop doing business with them.And one of the best ways to deliver a timely and high quality service is touse a customer service knowledge base.Most customer service agents will have their own knowledge base in the form ofa Word document or notepad file. And while this save them writing eachresponse manually, the information might be inaccurate and outdated.By using a dedicated knowledge base, customer service teams can find accurateand up to date information to respond to customers quickly. And that, is thename of the game (as shown in the chart below):Many businesses are overwhelmed by the idea of creating a new knowledge baseand instead, choose to stick with their less efficient system. However, a goodcustomer service knowledge base not only improves customer relationships butwill also reduce the time new staff spends on training and help you cut downresponse times.
The Benefits of Using a Knowledge Base
Organizations that adopt a knowledge based approach to customer service canrealize benefits that include: * Improved efficiency: Enforcing a knowledge base program with easy to use processes drives employee behavior to support and use the knowledge base database. * Improved content quality and consistency: Focusing on improving the knowledge base quality will improve the content quality and information across multiple service channels. * Increased customer trust and loyalty Providing consistent information across all channels builds trust from customers in the brand and company, which ultimately improves customer loyalty. * Reduced resources and costs: A knowledge base can help customers resolve issues using self-service methods, which leads to reduced call and email volume.When combined, these operational improvements can have a positive effect -making it possible for organizations to optimize the customer experience.
3 Ways to Use Your Knowledge Base for an Even Greater Service
Using a knowledge base for customer service is a great start but once you havea knowledge base up and running and deliver a better service, you can start touse your knowledge base to create an even better customer experience.Here’s three ways to improve your customer service using your knowledge baseplatform.
3. Integrate your knowledge base with the website
As your knowledge base evolves and grows, you will find that much of thecontent can be placed on the website in order to allow customers to find theanswers to their questions themselves.You can either upload the content manually or, if the knowledge base tool canintegrate automatically, you can have a living, breathing customer servicecontent bank that answers the majority of customer service questions allwithout having to respond to common questions.A study by Pew Research Center, 59% of online adults use search engines tofind information on the web during a typical work day, so not only will thiscut down on your customer support queries, but this kind of content is greatfor generating new website traffic.
Best Knowledge Base Software
Let’s dive in and find out the pros and cons of using these knowledge basesoftware.KnowAll is our best selling theme that allows you to build a fantasticknowledge base on your WordPress site without any coding knowledge.Why is it our number one?
How to Make a Knowledge Base With WordPress
Setting up a knowledge base website using WordPress is really easy. We’ve madea quick guide to help you create your own. 1. Find a hostYou need to start by hosting your website. You can set up a WordPress site forabout $30 per month when using a managed hosting provider like Kinsta.Compared to other cloud-based knowledge base systems, this is much cheaper. 2. Install WordPressSome hosts offer to install WordPress for you. If your host doesn’t, you candownload WordPress here, and follow these instructions to install it 3. Install KnowAllOnce you have WordPress setup and installed, you can then get a WordPresstheme and a knowledge base plugin to turn your WordPress installation into acomplete knowledge base system.Create a Knowledge Base – The Easy Way!Build a knowledge base and help your customers help themselves.Get the Theme
How to Make a Knowledge Base With HubSpot
Getting started with the cloud-based HubSpot platform is easy. Create a freeService Hub account — or schedule a demo to have the HubSpot team help youquickly get started with Knowledge Base.Once you’re in the app, HubSpot is designed to make it easy to get started,regardless of your experience with creating a knowledge base. You can importarticles with one click from other tools, create templates, and start buildingout answers to your customer’s questions.
How to Make a Knowledge Base With ServiceNow
ServiceNow is a platform that’s more suitable for bigger businesses. It’sespecially ideal for making onboarding workflows and transitions.When it comes to creating knowledge bases, the platform uses an old-schooldesign. It’s familiar and user-friendly. And includes many useful functionsfor organizing the knowledge database.ServiceNow will walk you through the process of setting up your knowledge baseon the cloud. Along with your automated workflows and customer support system.
Benefits of Using ServiceNow
* Advanced Tools: In addition to knowledge bases, you can use ServiceNow to offer better customer support with automated workflows, chatbots, and more. * Innovative Search: The platform also features a brilliant search function that matches terms with previous incidents to provide better results. * Machine Learning: With machine learning, the platform will also offer similar articles to customers and employees to find solutions to problems more easily. * Service Portal: With Service Portal integration, you can create a portal where users can access your knowledge base, customer support, support tickets, and more from one place.
4. Write knowledge base articles
Ideally, an article should represent a single use case explaining how toachieve a particular goal. If you are working on the “Getting started”category and the “Install the app” section, you might consider adding sucharticles as “Install on Windows”, “Install on Mac”, etc.Make your content as complete and explicit as possible. A good practice is toadd screenshots or videos when explaining a sequence of actions required toachieve the user’s goal. Developer content might require code samples. Mostediting tools allow adding various types of content, from multimedia to codesamples.It’s also useful to highlight particularly important parts of your text aswarnings or special info boxes. By doing so, you take all the guesswork outand stress what really matters.If you use HelpCrunch for building your knowledge base, writing an article isas easy as it could possibly get. It has a WYSIWYG editor where you just typeand format your text as you want it to appear, insert images and videos andimmediately see the result.You can keep your new articles as drafts for the time being. It would makemore sense to upload and configure at least a dozen of them before going live.But more on that later as we have more work to do here.
9. Integrate it into your customer support processes
If you integrate the knowledge base with the help desk software (and sometools, like HelpCrunch, include both and allow setting up integrations betweenthe knowledge base and the customer support environment, you might notice somereduction in support tickets.The reason is quite simple – when the customer turns to support but manages toresolve their issue on their own, they no longer need to create a ticket.An optimal practice is to provide links to your knowledge base right from theSupport or Contact Us page. This way, you are giving your customer the optionto search the KB before contacting the support.If you implemented live chat as one of the channels, it is even a better ideato integrate it with your knowledge base, too. This way, the customer openinga new chat will be offered a choice of articles related to their inquiry.Again, such an integration will reduce the number of support tickets and,consequently, the load on your service agents. Moreover, since customers dotend to prefer self-service over contacting a person, the level ofsatisfaction may also increase.
12. Promote your knowledge base content
It’s time to make your knowledge base available to your customers and promoteits use. There is more than one way to do it: * If you have a practice of issuing release notes for your product, mention the knowledge base there, too. * Post a banner on your website containing the link to the knowledge base * If relevant, include the links to the knowledge base in your product * If you have implemented integration between your knowledge base and the help desk tool or live chat, start showing links to the knowledge base in the chat or support tickets.Use all possible ways to promote your knowledge base. The more activelycustomers use it, the more effective your customer self-service will be.