Knowledge base has become a significant part of every business in the world. There is an abundance of features that are extremely useful for a company, both for internal tasks – such as employee management, data management, project planning, collaboration and for other parts of the workflow processes – as well as external ones, mostly related to customer support.
Through the utilization of a self-service knowledge base platform, businesses can ensure lower costs in several different ways.
The platform provides time efficiency
Only a decade ago, when the internet was taking over the world, customer support largely depended on a huge staff of people answering and helping customers over the phone. With the implementation of a knowledge base, all of the most frequent questions that your customers might have can be stored in a single place.
Creating and forming all of important data will take some time, but once all of the key customer support data is there, your whole staff can address other issues within the company, as they are going to have more time on their hands. Additionally, setting up a live chat option for your customers is also possible, which will make your customer support efforts much more efficient, as your team will be able to immediately address any type of issue that some of the customers might have.
Time is very important for every company; by saving time, you are saving money.
Better customer support results
Implementing a knowledge base will ensure a much higher customer satisfaction rate. The main reason for this is the fact that consumers around the world have significantly changed the way they perceive customer support. The internet has made people become more self-servicing, meaning that a majority of them are looking for answers to their problems online.
By implementing a self-service knowledge base, your customers will find it very useful and they will most likely become your returning customers due to the fact that you are offering great customer support. Additionally, the live chat feature is something that they can rely on as well. It is a much better option for people who are looking for a way to solve a more complicated issue.
What is also important is the presence of a variety of captured data, which allows businesses to monitor how customers are behaving with the self-service knowledge base. This feature points to various flaws in your organisation and it’ll help you decide which steps need to be taken in order to achieve better results.
Overall, your customer support is going to become much more efficient and responsive, leading to a higher number of satisfied customers.
Easier and cheaper employee training
Once a new piece of software is introduced within a company, there is a certain amount of time that needs to be taken for people to understand how to use the software. However, managing, editing and adding information in a knowledge base is a very simple task, especially if you are relying on an SaaS knowledge base solution.
As time is money, you are saving the costs of training your employees to use the software. This is something that is going to allow you to utilize your whole staff’s capabilities, as everyone is going to be able to navigate and work with this piece of software.
This means that your knowledge management is going to be decentralized; you will no longer have to rely on a single employee with a specific skill set and be worried whenever he or she goes away on holiday; your whole team will be able to handle their tasks without any problems. This means that you are always going to have a group of people who can take care of all customer service tasks, without any complications.
What is also useful is the fact that you can use the knowledge base with any future employees joining company for the training process and save your time and your funds.
Lower staff costs
In the past, before the internet was so popular, growing your company meant that you would have to hire a great number of people to provide the best customer support for your clients. This presented a lot of costs for the company, not to mention that every single call was an additional cost for the customer support department.
A knowledge base is perfect because it can scale well with your business’s size, and no matter how many customers you receive, a smaller team of people is going to be enough, as the knowledge base is there to help your clients. This is very important, as the stress on your customer support staff is going to be greatly reduced with this software solution, meaning that just a few team members will be able to handle a growing number of customers.
No hardware costs
Maintaining and offering customer support to a huge number of clients is something that required high financial costs, as the equipment was very pricy. Shifting to a self-service knowledge base is a step that requires no hardware investment, as SaaS solutions offer packages where you don’t have to worry about hardware; everything is stored off-site.
All this means that you are not going to suffer any maintenance costs concerning hardware, which can sum up to a lot of cash, especially once your business grows significantly.
These are the five different cost-saving benefits that you are going to experience upon implementing them into your business strategy. Following tech trends is a very important part of your business, as a majority of available solutions will make a variety of your business tasks easy to finish, and it’ll all be cheaper.
Robin Singh is a Technical Support Executive with a combined experience of six years. He is well acquainted with various Knowledge base tools and is currently associated with ProProfs. In his free time, Robin enjoys reading and traveling.