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How to Reduce Support Tickets with Knowledge Base?

Jasper Dunn

9 min read

Jan 20, 2023

reduce support tickets with knowledge base

As customer support tickets continue to mount, businesses often find themselves overwhelmed with how to handle them.

The solution may be closer than you think – a knowledge base. By creating a self service platform, your customers can find the answers they're looking for quicker and more efficiently, in turn reducing customer support tickets.

This article will give you the tools you need to reduce customer support tickets with an effective knowledge base software.

You'll learn why having a centralized repository for answers is important and how to organize content in the knowledge base for easy customer access.

We will give you the strategy for creating and maintaining a customer-friendly knowledge base that can help reduce customer support tickets - empowering both you and customers to get back to doing what you do best!

So don't miss out - start reducing your customer support tickets today by creating a well-crafted knowledge base!

Benefits of Knowledge Base for Reducing Support Tickets

Setting up a self service knowledge base can be an effective way to reduce customer support tickets as well as costs associated with running a support team.

Here's how.

Reduction in Support Tickets

Reducing support tickets with knowledge base software is simple - by providing customers with resources related to the problems or challenges they have, you make sure they don't have to contact your support team at all.

Moreover, when customers find the answers they need quickly and easily, this increases their self-service satisfaction and decreases their need to reach out for support.

The resources can include: self-help material such as FAQs, self-diagnosis tools, how-to guides and product tutorials.

Cost Savings

Reducing support tickets can not only improve customer satisfaction - it has a significant impact on your business, too!

Investing in customer self service helps to free up time and resources for customer service team to focus on other customer engagement strategies such as thoughtful advice or feedback.

The long-term cost savings for a company employing this strategy can be considerable; whereas customer satisfaction is only likely to benefit from faster issue resolution times enabled by self service solutions.

Improved Self-Service Options for Customers

Having self service options such as a knowledge base not only helps to reduce support tickets, but also can provide customers with easy-to-understand information about their products and services.

By providing self service resources, you are giving customers the ability to help themselves quickly and efficiently.

This serves as a great way for newcomers to learn more about the products and services your business offers, and provides them with an excellent self-service experience.

The best thing about self service is that it's always available - customers can access information whenever they need it. This allows them to find answers or solutions quickly, meaning fewer support tickets for you!

Building a Centralized Knowledge Repository

Having an easily accessible and searchable knowledge base is essential to reducing support tickets.

This means building a knowledge base for resources such as FAQs, how-to guides, self-diagnosis tools and product tutorials.

Here's how to make the most of your self service platform.

Organizing Content in the Knowledge Base

Organizing knowledge base is essential for creating helpful and centralised repository for your company.

It allows companies to have a place where customers or employees can look up answers to frequently asked questions quickly and easily, reducing the time spent by teams providing customer service.

A good knowledge base content strategy should include:

creating clear and concise articles,
creating FAQ pages tailored to each target audience sector,
creating easy-to-understand wiki pages,
optimizing search terms across topics,
and linking related content whenever possible.

Regularly conducting an audit is hugely important in creating useful content – it means that users have up-to-date information on any given topic. In summary, creating organized and well thoughtout content that is regularly audited and updated provides the best user experience for customers or employees accessing a knowledge base.

Optimizing Search Results with Metadata and Tagging

Optimizing knowledge base search results with metadata and tagging is a great way to improve your customer experience.

With great knowledge base SEO tips, you can ensure that users quickly find the information they need and have a more successful user journey.

Metadata and tags provide much-needed context to knowledge base articles, so the search engine algorithms can better filter out irrelevant content. Together with high-quality page titles and well-written descriptions, tagging knowledge base content helps optimize it for search engine rankings.

It's also important to keep knowledge base content up to date; removing or updating inactive pages ensures that searches return useful results.

A knowledgeable approach to metadata and tags – combined with other knowledge base SEO tips – will help make sure your customers find what they need without delays, improving the overall customer experience.

Best Practices for Creating Content

When it comes to creating content for a self service platform, there are some best practices that should be taken into consideration.

It’s important to keep the customer base in mind when crafting knowledge base articles; they should be easy to comprehend and get straight to the point.

Clarity is key!

Making sure the customer knows exactly what the goal of an article is without long, drawn-out paragraphs that leave readers quickly losing interest or getting confused.

To ensure customer satisfaction, support agents should also think about their tone of voice and make sure their articles sound conversational – after all, customer service is about developing relationships not getting caught up in technical jargon.

Taking the time to provide clear and precise instructions will go a long way when providing customers with self-service help options.

Knowledge Base and Help Desk Software: Powerful Business Combo

Quality customer service can go a long way in helping ensure that customers stay happy and coming back for more.

One of the best ways businesses can do this is to utilize a customer support team in conjunction with a well-stocked knowledge base. This combination will provide customers with personalized customer service they need by quickly and accurately answering questions, while providing easy access to detailed documents in the knowledge base if more comprehensive help is needed.

With both customer support and knowledge base working together, businesses can deliver an optimal customer service experience efficiently.

The help desk and knowledge base have long stood as two pillars of efficient business operations, and the way to get the most out of them is to together. Utilizing help desk and knowledge base software combined allows businesses to provide a comprehensive service deliverable to their customers.

Being able to access a wealth of help content quickly through the help desk platform is incredibly useful, while being able to consult an expert when needed puts customer service into overdrive. Combining these two essential solutions together can help businesses achieve an optimal level of customer experience without sacrificing help response times or content quality.

With help desk and knowledge base software working together, customer satisfaction becomes much easier to attain.

Reduce Customer Support Tickets with Chatbot-Knowledge Base Integration

Integrating a customer service chatbot with a knowledge base is an efficient way to improve customer service experience.

It allows customer support agents to provide comprehensive and quality customer service while reducing the ticket volume handled. How? By automatically answering the customer’s query and providing self-service help options when needed.

Chatbot-knowledge base integration leverages AI technology to quickly analyze incoming questions and match them with relevant articles in the knowledge base. It then provides customers with the answers they need in a more efficient manner, reducing customer support tickets that need to be addressed by your support team.

This integration empowers customer support agents to streamline their customer service operations by quickly resolving customer inquiries without relying on manual work, saving time and effort for both businesses and customers.

With the help of this integration, customer queries will be efficiently resolved without any delay or hassles.

Link to Knowledge Base Articles from Live Chat

By offering links to knowledge base articles, customer service teams can efficiently answer customer complaints and queries. After all, customer service reps shouldn't have to spend time on simple customer inquiries that have already been addressed once in the past.

Not only does providing a link save customer support team members time, but it also allows customers to get their answers quickly. This increases customer satisfaction score since they're constantly informed of their issue’s resolution status.

Additionally, creating a community knowledge base with helpful customer support information can reduce ticket volumes significantly!

By making customer support inquiries easier and quicker, customer satisfaction is sure to increase and lead to loyal customers who are excited about your customer service team’s performance.

With KnowledgeBase, you can add relevant resources directly into the LiveChat widget.

By displaying help docs on the chat screen, support staff don't have to switch back and forth between windows or reference materials - they can find an answer and reply directly super snappy. This not only reduces distractions but also helps support teams provide answers faster and more efficiently.

Learn more about setting up a live chat knowledge base.

Maximize Your Customer Support Team’s Efforts with our KnowledgeBase

Creating a knowledge base is an efficient way of decreasing customer support tickets and, consequently, reducing the costs associated with customer service.

Self-service has become increasingly popular among customers when it comes to addressing their issues. The Harvard Business Review found out that a whopping 81% of customers are choosing the DIY route before enlisting the help of a live representative. Self-service gives customers greater control in finding quick solutions to their problems and allows them to continue with their day as usual instead of having to wait for additional help.

As businesses continue to prioritize customer satisfaction and cost-effectiveness, investing in creating a comprehensive customer knowledge base provides substantial benefits. It not only improves customer service but also leads to greater customer loyalty, resulting in more opportunities for repeat business.

If you're looking for an all-in-one solution to your customer support needs, look no further than KnowledgeBase software. It's the perfect way to give your customers instant access to the answers they need - 24/7.

No matter how complex their inquiries are, KnowledgeBase empowers customers with a simple self-service tool that provides them with the right information right away. Try out KnowledgeBase today and experience a faster and more efficient way of solving customer problems.

How to Reduce Support Tickets with Knowledge Base?