With a strong knowledge base and knowledge management practice, you’ll find your organization is more nimble and able to deliver faster service. You’ll also be able to improve self-service, give greater access to more articles, and offer regular updates through that knowledge management system.
Here are a few of the ways a knowledge base can make a difference for your organization:
More consistent service.
Everybody in your organization will reference the same playbook. Whether you’re in sales, IT, HR, or any other department, you’ll see the same information. This reduces confusion and enables teams to operate more consistently.
Higher resolution rates at first contact.
With a good knowledge base, there’s no need to put customers on hold, or transfer them between agents, or call them back later. Answers are right at customers’ fingertips. And when they have additional questions, others in the community are right there to help. It’s an easy-to-use, self-serve way to resolve issues fast.
Lower training costs.
A knowledge base, supported by a strong knowledge management program, ensures new hires are trained with the latest information and get consistent guidance. That translates to a better work environment and lower costs.
Once you put a good knowledge base in place, backed by a plan for knowledge management, customers and employees find answers themselves. So you can focus on the important aspects of your job, rather than answering everyone’s questions. If you aren’t already convinced of its value, a knowledge base can also:
- Organize everything people need to know in one place
- Standardize answers
- Make your company look smart, up-to-date, and professional
- Offer a feedback loop and the opportunity to engage with stakeholders