All posts by Robin Singh

6 Actionable tips to improve customer engagement with knowledge base tools
December 18, 2017 CRM

Building a valuable relationship with clients is the focus of every business nowadays and it doesn’ matter what your industry type is. The better you are at building connect with clients, the ROI will rise. However, not every business manages to create an outstanding relationship with its customers. In an age where customer experience is one of the major business selling points, it becomes all the more important for organizations to improve customer engagement to drive growth. This is is why businesses are implementing knowledge management tools to improve customer engagement.

According to SuperOffice, businesses that have based their customer support systems on online documentation software (such as knowledge base tools or self-service portals) have experienced:

  • Increase in their employees’ adoption of CRM software,
  • Achieving their expected sales quotas.

In this article, we will throw light on the six simple yet effective tips that will make your knowledge base a perfect tool for engaging your customers.

#1 Use it as your support’s central information repository

To ensure you’re not wasting either your customer’s or your support agent’s time, implement your knowledge base as the central resource of information. If you train your agents to actively use a knowledge base tool, you’ll be able to avoid:

  • Customer’s frustration caused by long wait for a response
  • Giving different information by different agents regarding the same issue
  • Agent’s frustration of writing the same responses to customers every time the same problem appears.

#2 Make it engaging and adequately presented

What differentiates an awesome knowledge base from a mediocre one is the approach you choose to present the content to your customers. If you want them to relate to your brand instantly, you should not only focus on sharing information and maintaining the right content structure. Then focus should be on writing engaging content present in a style that they can easily remember, recognize and relate with.

It’s understandable that customers don’t want to spend too much time looking for the information they need. The more time they spend looking for answers, the less interested they’ll be to engage with your brand. With a good knowledge base, you will be able to provide your customers with what they want to know and facilitate the process of delivering relevant content to each of your customers.

#3 Personalize the information

If you want your knowledge base to become relevant and valuable for your customers, choose a software that will let you personalize the content based on different criteria, such as location, language, previous interactions, account type, etc.

A good knowledge management software would be the one that will allow integration with other customer support tools which will help you bag in-depth insight so that it becomes easy to identify the core audience group and creating content that is relevant to them.

#4 Provide actionable answers

So, your customer has asked you a question and you directed him to the relevant information. Even though it may seem that you’ve done a good job, the fact is – you can do much better.

Why wouldn’t you use this perfect chance to include a relevant call-to-action to your answer? Apart from solving the customers’ doubts, you’ll also increase their likeliness of accepting your offer, because they’ll trust you and feel safer once you’ve helped them with their issues. It doesn’t matter if you are upselling, or cross-selling, as long as you do it subtly.

#5 Add a comment section

Even though a high-quality knowledge base is an excellent medium of helping your customers, it has even more potential than you think. Why would you limit your knowledge base to being just online documentation software, when it can become an entire community? That’s right. The introduction of a comment section is a simple step that will take you from a solid knowledge base to an amazing interactive educational network.

This way, your customers won’t only find the information they need among the answers you provide, but they’ll also have the chance to provide feedback and discuss relevant topics. This interaction can be a valuable resource of information for your business. It will save your time, offer you the information you’d otherwise have to collect by performing research and surveys.

#6 Update the knowledge repository regularly

If you want your knowledge base to become a valuable asset in keeping your customers satisfied, first you should treat it as one. Improve its efficiency and worth by performing frequent updates, content revision and relevant edits.

The proper maintenance of your knowledge base is important since it requires the participation of a large number of employees, which increases the chances of making an accidental mistake and the last thing you want is to misinform your customers.

Simply put, if you want to create a knowledge base that will actually become a valuable asset when it comes to enhancing your support service, don’t blindly stick to the first solution provider you come across.

You should invest in finding a solution that will let you upgrade your customer experience by several notches and offers you features which your existing tool fails to support. Only if your knowledge base is highly functional and easily manageable, your customers and your business will be able to bag benefits from it.

Robin Singh 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.

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