Creating a knowledge base for your business is a win-win customer service strategy.
Customers love their ease of use and 24/7 access to a reliable self-service portal that answers their common questions. While for you, a knowledge base helps you to decrease contact volume and save your customer service efforts for only the complex queries that need your help most. You can even use internal knowledge bases to improve agent knowledge and improve consistency in service.
We’ve created this eBook to share best practices in the planning, structuring and creation of knowledge bases, based on our experience in helping our customers set up and optimize their knowledge bases.
This eBook contains the following chapters:
- What Is a Knowledge Base and Why Is It Useful?
- What do I Need to Know to Create a Knowledge Base?
- Building the Perfect Knowledge Base Template Article
- Knowledge Base Examples: 6 Tips for Clean, Professional KBs