How To Improve Website UX Using Knowledge Base?

User Experience is the discipline that puts the user first for any product. It refers to the set of behaviours that consumers display when interacting with a website or a knowledge base. A powerful knowledge base can solve customer queries effortlessly. It has become more crucial than ever in today’s marketing world. 

A customer could not really wait for a long hour to get their query cleared in the current state. Customer service knowledge base is 24/7 salespeople and, as such, they act as your most powerful marketing tool. There are no fixed rules for documentation, it is more of an art than a science. You should view your company’s knowledge base as a product – and treat it as one. This is what helps your knowledge base to get upgraded frequently and stay in the trend. 

Why User Experience Is Important for a business?

When it comes to finding the best webflow development agency that can improve the user experience for your customers, you create a more desirable place for customers to interact with your brand. You reduce friction between your website and your target audience. That is why it is important to digitally create a wonderful user experience. For instance, if you streamline the checkout process, visitors will find themselves more likely to buy your products or inclined towards the service that you offer. They do not feel like they must juggle between different tabs to buy the products or services they desire.

According to Peter Morville, a pioneer in the UX field and author of many best-selling books like Search Patterns and Information Architecture, User Experience can be described by following seven factors:

• Useful 
• Usable 
• Findable
• Credible
• Desirable
• Accessible
• Valuable

Any product or service that you offer to your customer is more likely to grow and capture the right audience. You can provide a better customer experience with all these factors in your knowledge base. 

Why Do You Need A Self-service Knowledge Base?

To manage and maintain a knowledge base, can be time-consuming and requires a great strategy. Moreover, creating articles for your knowledge base that are professionally written and have a consistent tone takes time. However, if done the right way, a knowledge base can improve the quality and efficiency of your customer service. 

One of the best ways to deliver responsive and high-quality service is to use a customer service knowledge base. It is also important for a business to give their customers a wonderful user experience that allows getting the right information when needed. Support staff who are more knowledgeable will be able to resolve customer issues with greater speed and consistency, which benefits customers and employees at the same time. Customer satisfaction depends on both speed and knowledge. The customers of today demand fast, accurate information or they will take their business elsewhere.

Benefits Of Having A Self-service Knowledge Base 

Modern problems require modern solutions!

Consumers today adopt innovative technology quickly, and they expect instant solutions for their queries. Rather than calling you, customers search for an online solution based on other people’s experiences and other available information on the site. The stress of raising a query and waiting for an answer among customers will drastically come down. In addition to improving customer satisfaction and reducing the number of calls to call centers, companies should take this opportunity to provide software tools. With a self-service knowledge base, consumers can now have access to a wealth of information with just a click. 

• Round the clock service

One of the most important benefits of a self-service knowledge base is providing service 24/7. For queries and concerns, your clients do not have to wait for your office to open or book a call with the support team. The customer support tickets can be reduced this way. As a result of fewer calls, customer service representatives do not have to deal with many customers at once. When they are not available, as a business you can take advantage of a knowledge base for self-service.

• Great customer experience 

Enhance the customer experience by offering a self-service knowledge base that is easy to use. Self-service allows you to create user manuals, user guides, FAQs (Frequently asked questions), and more. Quick and detailed answers for the most frequently asked questions can be made available for the end-users to improve the customer experience. Customers can find the answers to their questions in the online knowledge base with easy search functionality. 

Increased employee engagement and better team collaboration among the customer support team create an efficient working environment. This again leads to a better customer experience. 

• Customer retention

The major reason a customer leaves a product is because of experiencing poor customer service. With a self-service knowledge base, you can increase your customer retention. The support team can help customers easily by sharing some articles when they have queries about a particular feature, or any self-help guides and other instruments with a self-service knowledge base. Providing consistent information helps your customers believe in your business and builds trust between your brand and your customers. This helps in improving customer loyalty. At the end of the day, your business will have delighted customers and less churn. 

Final Thoughts

Self-service is a profitable way to provide customer support. For a business to grow in the right direction while understanding its customers, it needs to be prepared to unleash the potential of self-service. Self-service is a great tool when it is done properly with the right knowledge base. If you still have not created your own internal knowledge base then it is high time for you to create one, especially to improve your user experience among the customers. In a world of rapidly evolving businesses, the only thing you can really possess is knowledge. Knowledge has become the ultimate currency. It is only possible if you possess it. If you want to accomplish this, eventually, you will need to develop your own self-service knowledge base.