How to Improve Your Customer Service Without Increasing Your Labor

Every customer service team should have it: a knowledge base for customers to search.

That way, they can get quick answers to their questions. Not only does this reduce your labor. But it can make customers happier because then they don’t have to sit and wait on the phone to get their problem solved.

As you can imagine, however, you can make a knowledge base in helpful and not-so-helpful ways.

Take a look at some of the best practices and biggest mistakes:

1. Have Your Clearest Communicators Create Your Knowledge Base

When they write, you immediately understand. They get straight to the point. And there’s absolutely zero confusion.

It’s important to remember that speaking clearly and writing clearly require two different skills.

Frequently, businesses undervalue written communication. And of course, if you have a confusing knowledge base, you’ll get even angrier customers because they have to spend more time…but still come away without an answer.

Customer service team members who aren’t as clear with the written word can still be a part of the creation process. They can offer feedback and help fine-tune details so your knowledge base is optimally helpful.

2. Avoid Industry Jargon

When you create your knowledge base, always use the simplest words possible.

No one has ever said, ”This knowledge base is seriously messed up. It’s way too easy to understand!”

Assume your customers have little knowledge in any one given subject area. Do not give them industry jargon and complex acronyms that you toss around every day at work.

If it makes communication easier to use jargon now and then, just make sure that you define what each term means.

3. Do Update Your Knowledge Base Thoroughly And Consistently

Keeping your knowledge base in check may require a solely dedicated specialist. It may not be something that you can have several team members care for in their precious spare time.

But even if you have to specially allocate a single person to keeping it updated, remember that the time they save your team outweighs the time spent maintaining the knowledge base.

When updates need to be made, remember to update all related articles and processes in your knowledge base also.

4. Don’t Require Customers to Login

Your customers should be able to access your knowledge base without logging in. What if they forgot their password or username?

Now they would have to go through another few minutes of frustration to get help!

Plus, keeping your help articles public makes them searchable and indexable by Google. It could be another way to bring more customers to your company.

If you decide to create a knowledge base to help your customers, take the time to make it the asset it should be.

Less frustration means happier customers and customer service team members. And that just makes your company that much better all the way around!