5 Ways a Knowledge Base System Can Help Your Business
In the world of business and marketing, knowledge base systems are key. Besides the fact that they’re a very convenient central repository of information, knowledge base tools also help cut down costs, reduce work time and offer consistent solutions — all of which translate into an improved end-user’s satisfaction.
Freshdesk’s knowledge base is a powerful knowledge base tool that offers all the features of a knowledge base, plus more. This is how Freshdesk’s knowledge base can help your business:
1. Increase the productivity of your agents
When you receive a ticket for a commonly-asked question, or to a question to which your agents already know there is a solution in the knowledge base system, your agents can simply reply with a link to the solution found in your database, or even insert the whole solution directly into the ticket.
This offers your clients a faster response time as the agent doesn’t have to type in the response every time a familiar question is received. It also helps you deliver consistent replies to the same problem for all your clients. This way your agents can focus on more important problems, but still solve all the questions quickly and efficiently.
Our knowledge base tool also lets you offer either permanent solutions, or temporary solutions which can contain workarounds for those situations when you’re still working on the permanent fix. You can find out more about how permanent and temporary solutions can be used in your KBase here.
2. Offer your clients zero waiting time.
Your clients can access the knowledge base system and find a solution to their problems themselves, without even having to submit a ticket. But Freskdesk takes this even further, so when a customer wants to open a ticket and types in their question, the system will suggest relevant solutions from your database. This way your clients can have their questions answered without having to getting in touch with your agents, all in a matter of seconds.
3. Reduce staff training.
Whenever you want to add new people to your staff, you can use Freshdesk’s knowledge base system to offer them the tutorials and information they need to learn and become part of your team. And since Freshdesk offers the option of choosing who can see each and every solution, these tutorials can only be visible to you and your agents.
4. Receive free organic traffic.
Freshdesk lets you optimize every solution from your knowledge base tool, so your solutions rank better in search engines and you receive free traffic that can lead to new clients. Each solution has the option of entering the title tag, meta description and the appropriate keywords. And just so your optimization is in accordance with the search engines’ best practices, Freshdesk informs you whenever you exceed the character count limited imposed by Google, Bing and Yahoo!, etc.
5. Turn old tickets and emails into valuable future solutions.
Whenever you decide that an older ticket or email offered a great solution to a problem, you can just forward the email or ticket to an assigned email address, and the Email-to-KBase feature will convert the content automatically into a solution for your knowledge base system.
To do this, all you need to do is forward or CC the email or reply you would like to your knowledge base, and the email or ticket will be converted automatically into a solution.
You can find out more about how to transform the answers given by your agents into solutions for your KBS here.
In conclusion, knowledge base systems are perhaps one of the most valuable assets a business can own. They offer help at a glance, reduce waiting time, offer a more efficient way to train new staff members, and can even help you acquire new clients. Write good solutions and keep them up to date and your clients will receive quicker and better answers to their problems.
Originally published at saas-helpdesk.livejournal.com.
