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A knowledge base is a well-structured online repository of information that customers can explore to find suitable answers to their queries and issues. An extensive knowledge base can also help your agents deliver better support as they can supplement their responses to customers with links to relevant how-to guides.
Building and constantly updating your knowledge base can help your agents save time by eliminating the need to respond to common customer queries repeatedly. A knowledge base also improves customer experience as it allows customers to access essential information related to your products or services at their own pace and convenience.
A knowledge base can include various forms of content, such as:
- Frequently asked questions
- Process guides
- Video tutorials
- Introductory blog posts and articles
- Glossary
