Customer care service is one of the most complicated areas of any business. A majority of businesses have too many consumers to attend to each one of them personally. However, they are still expected to provide these consumers with service as and when they need it. In reality, majority of the consumers call customer care with similar and highly mundane questions that are quite easy to address. This is because most of the questions that consumers ask have been addressed at some point in the past. This category of customer care issues does not need any personalized attention to solve adequately.

Knowledge Base software is the software that is used to complement a help desk. It is organized information set that is composed of the most commonly asked customer solutions and how the customer can address these. It is essentially a collection of useful information in a manner that the user finds easy to understand, on any aspects of the product or service that he needs help with. It documents best practices and solutions to the common problems faced by businesses’ customers, thus boosting the productivity of support by reducing the average support resolution time. It offers 24X7 resolutions to the common problems.

What kind of information can I put into the knowledge base?

The format of information storage used is usually determined by the needs of your consumers. In most cases, companies have found that the three most useful formats are text, images, and video. Text is usually combined with images to guide the consumer on how they can solve the issue that is bothering them. This is the most effective method for most products because it is easily accessible and is clear. Furthermore, text and images may not be limited by the internet connection that the consumer is using. Video tutorials have become common and are better for physical products. Access to the knowledge base is determined by the software solution that you are using. There are two main access methods for most solutions on the market is either use of a search engine or a classification scheme. The knowledge base is usually hosted online, and most companies find it much more effective to combine both solutions.

Chat software is also progressively used by businesses to enable their customers to get answers if they do not find a resolution to their problem in the knowledge base. They can connect to an advisor online and communicate with them through the chat software embedded onto the website. This is used where the problem will need a tailored or personalized solution or where the customer wishes so. By combining chat software with a proper knowledge base software solution, a company can decrease the demand on its customer care line while ensuring the service delivery is much faster.

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