Customer service is essential to every business. The customers are satisfied when their needs are catered to by the companies they are associated with. Many tend to reach out to customer services through phone; the most conventional way. However, not everyone finds ease in that. For instance, even though you can reach out to CenturyLink phone number at any hour of the day and have your query taken care of, but a fair share of people who opt for the self-service channels are more comfortable in that. They turn to the FAQs on the site and sift their way through the Q&As.
It is understandable for the customers to do so. Therefore, this need must be catered to in the same quality as any other customer service channel will be set up. You have to be careful and thorough and make sure that the quality must never be compromised. Since the FAQs and Q&As are another way for the customers to save their time and give them a confidence boost in choosing the best necessary action for themselves.
The knowledge-based system must be educational, motivational and most importantly organized. All the aspects of the solution must be covered so that the customer can easily decide while troubleshooting the issue.
Knowledge-Based Systems
A knowledge-based system is also referred to as KBS. It is considered as a type of AI (Artificial Intelligence) that attempts to collect the specialists' knowledge to aid in decision-making processes. Many expert systems, which are reliant on human expertise, are examples of knowledge-based systems.
A knowledge-based system's conventional design, which influences its problem-solving strategy, contains a knowledge base and an inference engine.
The basic idea for the knowledge-based system is to ensure an easier customer experience. The most important qualities that KBS must have are:
- 24/7 Support
- FAQs
- Search Capability
- Interactivity
- Multilingual Support (Depending on the market and audience)
- Permission Levels
- Community Support
Creating A Knowledge Base
Knowledge-based systems offer a great solution for people with convenient self-service channels. It allows them to move forward at their own pace and reach the solution since not everyone is up for waiting for the email response or the long hold time on the call to receive the guidance. This is where the knowledge base comes in handy. Just like in the earlier times products come with lengthy manuals except that now they are these knowledge-based systems that are way more innovative.
Discoverability is another great advantage of creating a knowledge base. It improves your company’s SEO and helps it rank higher on Google searches. You can also use your knowledge-based articles to rank for the search terms, such as product-related inquiries.
Best Knowledge-Based Systems For FAQs and Q&As
Let’s get into the best knowledge-based systems and you can choose the one best for you.
1. Document360
Document360 is software designed for the creation of organized knowledge-based platforms. It is used and trusted by leading names such as Harvard University and Microsoft. It features a user-friendly interface and is usable for public and private knowledge bases. Document360 offers a beginner-friendly setup process as well as provides support to the customer service representatives along with the content creators. You just need to have an account to set up the knowledge base at Document360.
The most prominent benefits of Document360 are:
- The ease of use with a simple and basic user interface.
- Intelligent Searching option with auto-suggestions.
- Markdown editor for easier editing and writing process.
- Optimize the use of analytics and collect feedbacks and you can get important metrics as well.
Document360 offers various pricing plans for different level setups so you can choose the one most suitable for you and the one that fits your pocket.
2. KnowAll
The KnowAll on WordPress lets you build quality knowledge even if you do not have any knowledge about coding. This is a WordPress theme called KnowAll. WordPress is a free website building platform that can be used to create a variety of websites, including complicated knowledge bases. It's responsible for a quarter of the internet's traffic.
The most prominent benefits of using KnowAll on WordPress are:
- The easily manageable media and user-friendly admin dashboard.
- You can extend and add more features using the WordPress plugins.
- You can choose your theme from thousands of options and make the design however you want it to be.
- You are in full control of your knowledge base.
WordPress is an excellent platform for knowledge bases because it is free, requires no membership, and allows you to personalize every part of your knowledge base. However, since you will need themes, hosting, and knowledge-based plugins to set up you will have to pay the price on top which will be affordable nevertheless.
3. HelpJuice
HelpJuice is a knowledge management system that runs on the cloud. This implies that you won't have to put in a lot of effort to get your knowledge base up and running. Although they provide software systems to the bigger companies and teams, their knowledge management system is incredibly user-friendly.
The most prominent benefits of using HelpJuice are:
- It provides detailed analytics to the statistics of your knowledge base that helps you improve.
- It allows you to customize the design of your knowledge base.
- Has a very simple and easy user interface that is beginner-friendly. You create, edit and format your content to your liking easily.
You only need to register and establish an account. Then, to develop your knowledge base, follow the step-by-step instructions. It cannot be denied that it is slightly expensive since they mostly provide services to bigger teams and companies.
Conclusion
We picked the best three knowledge-based systems for you and you can use them to enhance your outreach and improve the quality of your customer service as it is something that must never be compromised.
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