A knowledge base has emerged as a must-have for customer-facing organizations today. Don’t believe us? Here’s what the data tells us about its growing importance and 360-degree benefits:
- Customers love it: According to Forrester, customers prefer the knowledge base over other channels of self-service. Another study by Social media today claims that a staggering “91% of customers would use an online knowledge base if it were available and tailored to their needs.”
- Reduces support calls and boosts traffic: As per research by the CRM Magazine, 45% of organizations that offer web or mobile self-service options witnessed a boost in website traffic and a reduction in phone inquiries. Further research by HBR claims that “Improving your Help section can reduce the number of calls by 5%.”
- Unlimited scope: According to Gartner, 15% of all customer service interactions will be completely handled by AI by 2021–an increase of 400% from 2017.
Clearly, businesses that do not develop a comprehens... read more