Cutting down customer support requests with knowledge base

by Robin S

Offering great customer support services to all customers is one of the top priorities of every business. In one way or another, companies are investing high amounts of time and money to keep customers satisfied. The fact is that most people are used to looking for solutions on their own, as it is faster than contacting a company via email or call.

So, to get the best results, companies are trying to create informative customer support pages which their customers can use whenever they need help. Since the best tool for creating great support pages is a knowledge base, we will now look at how online knowledge base software can be used to lower the number of support requests.

Use high quality content

No matter which type of web page you are creating, content is the only thing that matters. This is particularly true for customer support pages, as people should be able to find solutions to their problems with ease. If you are creating vague content that is not actually going to provide answers to your customers, you are simply wasting time and efforts.

Additionally, your customers are going to be more stressed out, which will make the visitors turn to your competitors and negatively impact the satisfaction rates.

Even though a knowledge base is great for creating FAQ and wiki pages, it is necessary to do research and create content that is actually going to help your customers. Simply collect information from the customer support team, as it will help you create useful FAQ pages that will reduce customer support requests.

Ensuring simple navigation

OK, even though you have created this incredible content, it is important to ensure that people can more easily find everything they need. This is why it is important to pick a knowledge base that comes with some customization features, allowing you to place a table of contents on the left or right side of the customer support pages. This ensures that your customer will always be able to find precisely what he or she needs without wasting any time.

Another important feature that the knowledge base should have is the search functionality. Why spend hours clicking, scrolling, scanning and skimming – it’s tedious. People prefer a search function. To ensure that everything is easy to find, create a set of tags and keywords in titles that will point the customers in the right direction. It will make navigation through the knowledge base much easier.

Opt for integration

Having a well-organized knowledge base with an abundance of useful and high quality content is a great way to reduce customer support requests. However, there is always a new problem that comes up from time to time, making it necessary for customers to contact your support staff for a direct conversation. Luckily, there are other types of software that can improve the functionality of a knowledge base.

For example, integrating live chat with your customer support pages is a great way to tackle all the incoming customer support requests. This tool is also great for capturing all the communication, information and instructions that a customer support agent has provided.

The collected information can later be used for the regular knowledge base update cycle, which would decrease the number of customer support requests. Therefore, keep in mind to pick a great knowledge base that integrates well with other tools.

Point customers to the knowledge base

Creating awesome customer pages is quite pointless if your customers cannot actually find and use them. These are some of the things that you should do to ensure that more visitors come to your knowledge base:

  • Organic traffic – Let the knowledge base FAQ and wiki pages get indexed by search engines. Customers turn to search engines for answers, and if your content is relevant and useful, it is going to get indexed well, bringing all the customers to your customer support pages. Doing this is going to make your customer pages easy to reach, which is going to positively affect customer satisfaction.
  • Social media networks – Building a social media presence is something that all businesses have to do, and sharing links of your customer support will allow the followers to  find help quickly.
  • Prominent button on home pages – Those who hear about your products or services will certainly end up at some point on your official website. This is the perfect place where you can put a prominent button which points to your customer support pages. This is a great way to let the customers know where they can find help.

These are the three most effective ways in which you can help your customers find your support pages. Employ all of them for the best results as your customers will surely  love it.

Continuously measure customer behavior

Your knowledge base will function as any other page on your site, and you can integrate different types of analytic tools to monitor the behavior of customers on your customer support pages.

For example, you can easily track the problems that the customer support is contacted for. This will allow you to tweak and edit content to make it more effective, resulting in fewer customer support requests.

An online knowledge base software is the perfect tool for reducing customer support requests. Remember to create content that actually solves the most common problems related to your services or products as this will will eliminate the immense stress your customer support is currently experiencing.

Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.