Reduce user churn and onboard new employees faster

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Reduce user response time
With a knowledge base, employees can transfer all their knowledge into articles, accompanying them with videos, pieces of code, illustrations and tables - instructions will become more visual. Finding answers to a user's question in such a base is much easier than scrolling through chats or asking more experienced managers.

Another tool for reducing response time is delegating communication with the user to an AI bot . According to Harvard Business School, an AI-based chatbot costs companies 30% less than talking to an operator via chat or phone.

The bot is trained on articles from the KB in one day and is ready to answer user questions. It will be able to recognize user questions and give an answer within a minute. You will be able to completely delegate some of the first-line support tasks to the bot and reduce the cost of hiring new employees. Support will be able to devote more time to solving complex customer problems, collecting feedback, replenishing and updating articles.

Connect AI bot
The main reason for customer churn is a product that is difficult to understand. In such a situation, a knowledge base helps the client understand the product, speed up familiarization with the service and the execution of work tasks. Instead of writing to technical support in any unclear situation, clients will be able to learn about the product themselves and set up simple mechanics using the KB.

Links to knowledge base articles can be added to any article or onboarding flow. This will help users who encounter a problem to find answers to their questions on their own, rather than burdening support.

More detailed articles in the knowledge base will help to onboard new employees faster. 22% of new employees admit that they do not fully understand what is expected of them as specialists , and 15% have difficulty navigating the regulations and principles of the company. With a detailed knowledge base, newcomers will be able to find answers on their own, instead of distracting more experienced colleagues.

A knowledge base helps store company data more reliably. It is belgium email list difficult to remember everything, especially if something is often updated and changed in the company. When knowledge is transmitted orally, it is sometimes distorted, and new employees can make mistakes. And people can leave with the knowledge. In a knowledge base, information will never be lost and will remain relevant if it is updated.

Attract new customers and increase loyalty of current ones
A well-written knowledge base can be a good channel for attracting traffic. Articles in the knowledge base are SEO-optimized. Meta tags are automatically generated for them, the editor makes it easy to format an article — add lists and tables, set H1 and H2 headings. You can choose whether to display articles in the search or hide them.

A detailed knowledge base will also help increase the loyalty of current customers - they will be able to learn about the launch of new features and their configuration from articles.

How to find topics for articles in the knowledge base
The surest way to create a knowledge base that no one will use is to write something that does not meet the users' needs. First and foremost, articles should cover the needs of customers and support staff.