Understanding the Knowledge Base
The Knowledge Base is a tool companies can use to share information with employees,
customers, and partners. In its simplest form, SmarterTrack's Knowledge Base is
an online repository of articles that help agents and customers solve issues quickly
A well-organized Knowledge Base can save organizations money by decreasing the amount
of employee time spent trying to find information about company products, policies
and/or procedures. As a customer service tool, the Knowledge Base is one of the
most cost-effective support channels because it gives customers easy access to information
that would otherwise require contact with the company's staff.
Of course, the effectiveness of the Knowledge Base is dependent on the company's
ability to create, edit and review its articles on a regular basis. SmarterTools
suggests running regular reports to determine how often your customers access specific
articles, which topics/products/etc. your customers are seeking help on and which
article searches returned no results. These reports are valuable because they can
be used to identify deficiencies in Knowledge Base content.
Organizing the Knowledge Base by Brand
With SmarterTrack's branding feature, companies can assign articles to one or multiple
brands. This allows companies to only display the articles that relate to a specific
brand, eliminating the customer's need to weed through irrelevant information.
For example, a software company with multiple products may have separate websites
for each product. By assigning Knowledge Base articles to different brands (products),
the company can ensure that only the articles relating to a specific product are
displayed to the customer when they visit that product's portal.
Using the Knowledge Base with Tickets and Live Chats
When customers complete the ticket submission form on the portal, relevant Knowledge Base articles
and resources are automatically displayed as possible solutions to their inquiry. This is also true when customers initiate live chats with a department.
As a result, your customers may receive answers to their issues before they've finished
filling out the ticket or live chat -- ultimately saving your company valuable time and money.
Similarly, when an agent is participating in a live chat with a customer or responding
to a ticket, SmarterTrack uses the text of these conversations to actively search the Knowledge
Base for applicable articles. By automatically displaying possible solutions from
the Knowledge Base to agents, SmarterTrack helps companies ensure that their customers
receive timely and accurate responses to their inquiries.
Using the Knowledge Base as a Marketing Tool
SmarterTrack's Knowledge Base takes companies into the next generation of information
delivery. Each article can contain images, video, code block and other special features, and each article helps improve search engine optimization strategies by auto-generating canonical and meta description tags. By incorporating multimedia and search engine optmization strategies into Knowledge Base articles, companies can transform their Knowledge Base content
into a valuable marketing tool.
Marketing benefits include:
- Knowledge Base articles are search engine optimized and will display in search engine
result pages, allowing potential customers to discover your company as they seek
answers to their questions.
- Utilizing the Knowledge Base can improve your company's overall SEO strategy by
helping you build links and improve Google PageRank.
By incorporating SEO strategies into our own Knowledge Base, SmarterTools has successfully
topped search engine results for a variety of searches. For example, the SmarterTools KB article
"Where are My IIS Log Files Stored?" currently ranks
in the Top 10 for the search phrase "IIS log files." As a result, that article has received
hundreds of thousands of views and is our most popular article to date.
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