Knowledge base for clients: Instructions for use The

[nusaibatara]

Response templates For a company with technical support for users and an ever-expanding customer base, a must have is to create a database with answers to recurring questions and similar problem cases. Teach support staff to systematize and save popular questions about the functionality and problems of the service. A knowledge base with pre-made solutions will not only speed up the provision of support, but will also relieve the headache of the support line. Sharing useful information Tired of toxic internet forums? Start your own! Give employees the opportunity to share useful information and practical advice with each other. Let the internal knowledge base act as a hub for storing and sharing useful experience forum External knowledge base Provided to clients as a cookbook with recipes for using the program, a public library with sections on functional blocks, and finally - a reception desk where information on the company's products can be found.



The main task of the knowledge base for clients is to austria phone number list reduce the workload of support staff due to independent resolution of issues by users and the provision of prompt "information" assistance to those in need. Thus, an external knowledge base not only reduces the causes of headaches for company employees, but also increases loyalty on the part of clients. first and main reason why it is worth creating a customer knowledge base. Without detailed articles on how to use the product, customers will not be able to independently study and, as a result, will not implement new software into the company's infrastructure. Therefore, when creating new functionality, a mandatory item on the developer's checklist should be writing documentation for users.



If you do not want to constantly train each new user, and on the other hand, your users are introverts who do not want to communicate with anyone, then you cannot do without a knowledge base about the product. Answers to frequently asked questions If a company has been on the market for a long time, it has probably accumulated an understanding of what information is requested time and again by new users and customers of the product. In order to automate the "closure" of typical questions, a section with frequently asked questions is created. So, in our knowledge base for "IT Department Management 8", an article appeared on setting up domain authorization in the personal account after multiple repetitions of the same question in support: "How to set up end-to-end domain authorization to enter the personal account?" Or another question: "Is your software included in the list of domestic ones?" Try to analyze what questions customers ask and for those that are repeated many times - create an external knowledge base.