Lesson 2: How Does a Knowledge Base Help?

A Knowledge Base can help in so many ways! From empowering your customers to analyzing what they need—it's pretty much your support team's new best friend 🤖

TL;DR

• A Knowledge Base empowers your customers
• Provides your customers instant access to knowledge 📚
• Helps you capture customer feedback
• Saves you time ⏱and money 💵
• Let's you analyze what your customers need

Transcript

[00:00]

There are many ways that a Knowledge Base can help you from empowering your customers to analyzing what they need it generally just helps you and your customers save time in finding the answers that they're looking for. So let's dive into a few ways that a Knowledge Base can help you. A Knowledge Base empowers your customers.

[00:22]

It lets them help themselves find the answer that they're looking for. It can also lead them to finding out new and interesting ways to use your product if they end up browsing through your docs once they've already found what they're looking for. You could be an eCommerce shop looking to provide shipping information or a software company looking to help your users navigate your app.

[00:42]

Or maybe you're even just a physical store looking to provide extra information for customers before they pop in and say, hello! A Knowledge Base gives your customers instant access to knowledge. This means there's no wait times required. It's awesome because your customers can go in and find the answers they're looking for on their own, which means that you don't need to have your customer support team on 24/7 to answer all of your customer questions.

[01:05]

You can use your Knowledge Base to get feedback. Customers can tell you exactly what is and isn't working for them. You catch them at a point where they're wanting to figure something out, and if you're not making it clear enough, they can let you know right then. This is super helpful for creating better customer experiences or to help make product decisions in the future.

[01:26]

A Knowledge Base saves you time. It limits endless back and forth support emails, and it'll save both your team and your customers from misinterpreting information that can sometimes get lost in those endless email chains. There's less need to hire. With a good Knowledge Base you'll have less customer requests and therefore can save on hiring costs.

[01:47]

Lastly, you can analyze what your customers need. You can get a real understanding of what your customers are searching for and what they want. This type of information can be lost in one-on-one ticket support, but by using a Knowledge Base, you can search stats and you'll be able to see exactly what your customers are looking for.