A recent report published by FinancesOnline suggests that 67% of the customers are willing to pay more for a great experience. Customers are more loyal to businesses that provide excellent customer service rather than products or services. Therefore, it is invariably clear that businesses that are looking to scale need to step up their game by investing in good customer self-service.

Customer self-service portals offer a wide variety of resources to customers for solving their problems. It saves a lot of time as it eliminates the need to have a support agent on the other side. Self-service portals guarantee 24/7 support that aids in consistent delivery of services across the globe, reduced service costs, elevated customer satisfaction, competitor advantage, improved agents’ productivity, and increased site traffic. Customer self-service can be of different types, like knowledge base, FAQs, Online discussion forums, Chatbots, and Interactive Voice Response (IVR) that caters to different business requirements.

Self-Service Knowledge Base

Customer self-service can be implemented by incorporating self-service knowledge base where you create and manage product-related guides, create FAQ pages, user manuals, and make them available to your end-users. A knowledge base can contain text, video, and image resources to help customers with their problems. Creating a self-service knowledge base is easy- Here is a

7-step guide to help you create your knowledge base.

How does self-service knowledge base benefit business with their customer support?

According to the reports published by Netomi, only 10% of the customers are happy with the current quality of customer service, and still, only 58% have adopted any software that aids in their customer support, according to HubSpot. That is the reason why businesses should invest in self-service knowledge base software. It will aid in delivering fast and efficient support to the customers.

Here are a few benefits of having a good self-service knowledge base –

24/7 customer support   

Solving time-sensitive issues is one of the challenges that companies face these days. They must offer live support to improve their customer experience. Creating a self-service option for users that’s available 24 hours a day, which helps to find solutions for their queries instantly as a lifesaver. It helps reduce the number of support tickets considerably. It’s a win-win situation for the customer and the customer support agent as well.  

Seamless customer onboarding  

Customer onboarding focuses on how effectively the user can figure out how to get the most out of the product. If the user understands relevant use cases and the value it offers to their business, they will adopt the product fast. All-inclusive knowledge base tools let businesses create tutorials, step-by-step guides, and onboarding videos so that end-users can easily find what they’re looking for.    

Churn rate reduction 

One of the primary reasons why customers leave a product is due to poor customer service. Frustrated and disappointed customers tend to leave negative reviews too. Therefore, the business should try and reduce the rate of customer churn. With a self-service knowledge base, the organization can create self-help docs, user manuals, and FAQs for users to read and solve their problems on their own. This results in instant problem solving without having to wait long hours for a customer representative, thereby improving customer loyalty.

Proactive and reactive customer support 

Support tickets can be considerably reduced through this approach. With reactive customer support, documentation is built around customer problems when the user encounters a problem or query. On the other hand, proactive customer support is solving user problems without support agents and saving considerable time for both parties. Knowledge base software allows the technical editor to create personal & dedicated documentation for the users and increase support agents’ productivity in the organization. For example, the ticket deflector feature on Document360 asks targeted questions to show the articles relevant to the customers’ responses.

Multilingual Knowledge Base  

Localization and multilingual support let your existing and potential users access the knowledge base in their native language. When catering to the global market, being multilingual gives you an edge over your competitors. 

Customer Happiness

One of the best ways to foster customer happiness is by providing them with a great product experience. Timely service is the major factor influencing the customer experience. Service agents must be equipped with the necessary information to direct them to the relevant article. With the help of the analytics feature introduced in the knowledge base, the support team can retrieve common queries that are being searched by users and create content accordingly. These proactive steps can gain the trust and confidence of customers.

Conclusion

As industries witness huge competition among the brands, the only thing that separates each product is their extraordinary customer support. It is very common to encounter problems when you are running a business. But ultimately, everything comes down to customer service-who can help me when I have a problem. Moreover, considering the current economic uncertainty, it would cost companies to lose customers as customer acquisition costs are going to double in the coming years.