Generally when a problem or a doubt arises or if we need any answer the first thing to we all commonly do is to ask Google or any knowledgeable person whom you know.
But when it comes to our customers they need simple, easy and understandable answers to the questions they have. Sometimes having a live chat also we cannot please our customers in solving their problems.
Consider this scenario for example
“Your customer Stella cannot find the solution how to change some software settings? Stella quickly sends an email to the support team but no immediate response. Next step what she does is she tries to find the answer in self-help and knowledge base but gets nothing.
Stella gets irritated and frustrated and writes another email to the support team telling it’s your job to prevent this issue from happening.
If you had a knowledge base, Stella would search the knowledge base and could get her answer immediately at the first page”
So don’t make customers difficult to search any solution thereby they end up in angry and frustrations for not getting an answer just like Stella. Make Customers comfortable by building a Knowledgebase and increase Customer Experience towards your product.
Here are some of the ways to Improve Customer experience from Knowledgebase:
- Have Knowledgebase mediums: Writing an article and publishing is not only one way of reaching the customers, we can also have articles with screenshots, visuals, videos, webinars and technical guides.
- Have Simple Titles: Your Knowledgebase articles should have normal sounding Titles where customers can find them easily using a right searchable Keywords and make them happy which directly results in good customer experience.
- Have an Organised form of Knowledgebase: Keeping articles in an organized way helps most of the customers easy in finding their solutions. Archive the articles based on the topic and maintain “most popular topics” at the top of the homepage.
By these, you can easily meet customer expectations and improve customer experience.
FAASTHELP has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business with no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com
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