Create the best knowledge base for your customer support

Zoomin provides knowledge base software to enterprises that want to offer better self-service to their customers.

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Empower your customers to resolve their questions through independent self-service

Knowledge Base For Customer Support

A knowledge base for customer support is very important for a company, as it ties closely with customer satisfaction. By keeping your customers happy with a more positive customer experience, you can improve your business's overall success.

Zoomin can help you with your customer support quality. Zoomin is a platform that aims to create data-driven and intuitive product content experiences. Enterprise companies that want to improve their customer experience can benefit from Zoomin’s complex and helpful products.

When it comes to helping customers self-serve, Zoomin may be of great assistance. Zoomin can utilize the customer support knowledge base and help enable customers to self serve more effectively. Not needing to go to customer support and go through human interaction can be very desirable for customers.

To know more about how to create the best knowledge base for customer support, you might want to search for a knowledge base article. Knowledge base articles are a good way to understand why allowing customers to resolve their questions and concerns independently can be crucial to customer success.

One knowledge base synonym can be a system of data. A knowledge base software, for example, would usually aim to simplify the organization or search for information within this database. The knowledge base would include things such as frequently asked questions, how-to guides, manuals, troubleshooting instructions, as well as answers to customer questions.

One of the best parts of having a working knowledge base for customer support is that it benefits customers who prefer self-service as opposed to contacting an employee or agent. Many customers today have the preference of finding answers by themselves through a Google search or a quick look at the provided information on a business website.Zoomin's platform can help companies publish consistent information about their products. Even if that information changes due to updates, Zoomin can help out.

Knowledge Base Software

A knowledge base software may be able to efficiently help you create a better customer experience for your customers, featuring high-quality self-service. The best internal knowledge base software may be able to greatly boost your business’ customer satisfaction and thus the internal knowledge base software may be able to contribute to improving your overall business success.

Zoomin provides knowledge base software to enterprises that want to offer better self-service to their customers.

Knowledge Examples

Viewing knowledge base article examples, internal knowledge base examples, or a knowledge base template could be useful for companies that want to expand on their current knowledge base.

Knowledge base software may be helpful to a company by allowing people to search for information about a topic quickly and easily. This autonomy may be viewed as extremely convenient and desirable to many customers in the modern world. It can be important to align your enterprise with the newer, updated customer service values that may put an emphasis on self-service. The Zoomin platform can help keep your company up to date with the latest self-service technology, enabling your customers to enjoy convenient self-service customer support.

Content experiences matter

Deliver a self-service experience customers will love you for

40%
of the time customers looking to self-serve find irrelevant or outdated content
52%
of support cases can be deflected by better content experiences, say customers
84%
of users say content frustration would lead them to switch brands

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What Is A Knowledge Base

To understand what is a knowledge base and how it can help customer support, it is important to first explain the principles of customer service. These exact principles may vary from source to source, but can help you understand how to approach the generation of customer success.

The first principle is to provide customers with convenient customer service. Convenience plays a huge role in customer satisfaction. Just like how bounce rate increases tremendously if your website isn’t optimized for speed and mobile, difficult to operate or obtain customer service can frustrate your customers.

Making your customer service convenient to reach and offering easy channels of communication are good ways to be convenient in the eyes of the consumers.

The second principle is to personalize the experience for your customers. That may mean that the customer service doesn’t feel generic and that your business actually cares about the customers’ problems and concerns. Sometimes, a human and empathetic touch can be helpful.

The third principle is to be proactive. If there are problems that are frequently encountered, for example, your business may want to try and prevent that issue from occurring in the first place. Or if your company has noticed a problem is occurring and potentially widespread, explaining the problem proactively may help build better customer relationships. For example, if your website is down for unexpected maintenance, you might want to reach out.

Ways of reaching out to customers include emails, newsletters, and phone calls. Of course, the type will depend on what kind of issue it is. Customers typically feel good about staying in the loop, even if the situation itself isn’t ideal.

Finally, the fourth principle is to provide competent customer service. Competency is a key element of successful customer service. If you are utilizing a human customer support agent, knowledge of the company’s products and services, as well as commonly encountered issues, is crucial. A lack of competency and knowledge can be obvious to many customers, causing them to trust your business less.

After going through the main principles of customer service, it might then be a good idea to utilize knowledge base templates for your business.

Knowledge Of Customer Service Principles And Practices

Adequate knowledge of customer service principles and practices may be able to help your business out significantly.

The principles of good customer service, it may tell you that you need elements such as convenience, competency, personalization, and proactivity.

A good combination of the key principles of good customer service can lead to an overall positive experience for your customers.

By grasping some of the key elements to good customer service, a company’s customer service team may be able to respond more effectively to customer complaints and concerns.

Being able to offer speedy support and resolutions to problems that are encountered by your customers is a key part of maintaining customer satisfaction. For example, if your company’s phone number leaves the calling customers on hold for too long, that can be greatly frustrating for your customer base.

Another inconvenience many customers do not like is being unable to self-serve. If they have a question, especially one that seems easy to answer, it is usually preferable to find that answer on a company’s website instead of going through human interaction.

Good Customer Service Examples

Seeing FAQ page examples may be helpful for your business as well, that way you can set up a good FAQ resources page for your website.

Doing research on knowledge management examples in organizations can help a business improve their own customer service and adopt good characteristics of customer service.

Here are some good customer service examples that may tell you more about the most important qualities of customer service.

One example of good customer service is to remember and acknowledge repeat customers. Whether by an automated email or letter or even a personalized message, this kind of personalized customer service can go a long way in establishing a positive customer-company relationship.

Another good example of quality customer service is having a website with an FAQ section, or with articles that might answer your customers’ most pressing and common questions. Devising a good knowledge database through Zoomin is one of the ways that an enterprise may be able to boost its customer satisfaction. Zoomin aims to empower customers to resolve their questions through independent self-service. In addition, Zoomin customers can also discover new, valuable ways to use certain products and enjoy an improved customer service experience.

Another benefit of Zoomin is how its platform may be able to help companies analyze the current customer experience. Through these valuable insights, your company may be able to improve the way through which customers learn about your product. This way, you may be able to improve the overall customer experience.

Insights to inspire a new approach to self-service

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