Most users who shop online prefer to receive quick answers to their questions. Generally, they rarely make a phone call or write an email to ask questions, so they usually make their queries through search engines external to your store.
To keep your visitors on your website, you have the possibility to create a knowledge base, also known as a knowledge base, which offers a self-service solution for the customer.
This tool complements the work of a company’s help desk very well. In this article you will learn in detail what a knowledge base is and the 3 reasons why it improves the satisfaction of your eCommerce customers.
What is a knowledge base?
The knowledge base is a self-service program that provides information from an online library, organized into different categories of products, services or eCommerce processes. It is used by website visitors and customers to search for knowledge articles available in the company’s database on their own.
The program serves to answer users’ most frequently asked questions, preventing them from getting lost on your website or leaving before completing a purchase. It works as a kind of «virtual showcase», which visitors and customers of your website can access, to find content that will clarify their doubts, as well as provide them with additional information related to the topic consulted.
This tool can be configured to include tutorials, articles, videos, manuals, troubleshooting guides, community forum and procedures that your team wants to share with users, whenever they need them.
Among the alternatives available is Crisp Chat, whose knowledge base software is multilingual and gives you the opportunity to set up a help center, tailored to the customer’s needs.
What are the reasons why a knowledge base improves customer satisfaction?
A satisfied customer is one who feels confident in your products and services, recommends you to his contacts and becomes a regular consumer. To achieve this goal, it is necessary to strengthen the relationship between your company and each visitor who comes to your website in search of something they need. The knowledge base gives your business an advantage as a communication tool.
Let’s see what are the 3 most important reasons why a knowledge base improves the satisfaction of your eCommerce customers.
1. Decrease the workload of your customer service team.
When a website has a huge number of visitors, it affects the efficiency of the customer service team, as it is difficult to respond in a timely manner to all visitors equally. The knowledge base works under a self-service scheme, which eases the workload, and therefore, is an ideal complement to improve the performance of support representatives.
2. Reduces response time
Customers and visitors who have a knowledge base will be able to get solutions to their questions immediately, without waiting for the time availability of an online agent. The faster their questions are answered, the more likely they are to make a purchase from your online store.
3. Increase conversions
Having the opportunity to clarify users’ doubts increases conversions in your online store. An efficient knowledge database helps to attract new customers, since it is important to have easy access to information in order to make a sale on the Internet.
As you have seen, the knowledge base is ideal for providing fast customer service. If it is also easy to use, intuitive and available in multiple languages, customers and visitors will enjoy a better shopping experience. It also promotes loyalty, since a satisfied customer is likely to return to your store to buy again.
Therefore, adding knowledge base software to your eCommerce optimizes the quality of the help center, reduces response time and boosts conversions on your website. It is a tool that, for sure, will become your great ally to improve customer satisfaction.
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