Creating valuable relationships with your customers is highly important for the modern businesses. It doesn’t matter what your industry is, the rules remain the same. The better you are at reaching your customers, the more your business will mean to them. However, creating such healthy relationships is not always that easy. In fact, it can be quite difficult, especially when you know that there are hundreds of other businesses that put plenty of effort into similar things and try to compete with you on a daily basis.
All of this can put a lot of strain on a company and its customer support. This is why companies are turning towards implementing knowledgebase tools which can help improve customer engagement in many ways. You will have to take care of certain things to get the results you are looking for. With that in mind, let’s examine the top five tips that will help you achieve your goals.
Make your knowledge base easy to use
A knowledge base is a self-service portal that is usually implemented on a business website. This means that when visitors come to a certain website, they will be able to see the knowledge base amongst other things, access it and use it as they see fit.
Unlike other online tools for customer support, a knowledge base is used by the customers themselves. There is no need for you to do anything and the platform will do all the work for you. Still, the process of getting answers and finding what they are looking for will be done by customers, but it's up to you to take care of some other things.
As the company behind a certain online documentation software tool, you will have to make sure that everyone can use your software, no matter how technically savvy they are. When you allow your customers to have a simple experience where they realize that everything is working smoothly, they will feel safe and comfortable with your business.
Provide valuable information
The second thing your knowledgebase tool need to have is a lot of detailed information that is relevant to your customers and your new website visitors. If a visitor can rely on entering your knowledge base to get the information he or she needs, there is a much greater chance of them becoming a customer and a loyal supporter.
This shows them that you care about them and that you don’t only want to take their money and give them little in return. If you are willing to invest time and share valuable knowledge with your customers, they will form a special connection with your brand.
Additionally, it’s important that you include information that they need the most. You must learn as much as possible about your target audience and determine their interests, pain points, common problems, etc. This is how you will be able to give them the information they want and they will return the favor by coming back and doing business with you again in the future.
Follow a Unique style and tone
If you truly want your knowledge base to make an impact on your readers and really make them relate to your brand, you will have to create a unique tone and style to which you will stick throughout your knowledge base. When people go through all the information you offer and recognize your style and tone, it will be easier for them to find what they need and retain what they have read.
They will feel like they know your business and the people behind those written lines. Not only this, but this sense of reading something familiar will invoke trust and comfort within your readers. A brand needs to be consistent to build a connect with the people.
This also applies to your knowledge base. It needs to maintain a tone and style that are consistent with your brand image. This is how you will become something important in the customer’s mind.
Add a comment section
Yes, an online documentation software solution is built for the purpose of delivering valuable information to a specific target audience. Although this is the primary goal for such a tool, it doesn’t mean that it should be the only goal. Believe it or not, such a platform has the potential to create a whole community around it.
For this, you will have to add a comment section. The online community needs to be able to give their feedback and discuss important topics. There is great potential for that, given the fact that this is a group of people who share similar interests so they will have a lot to talk about.
You might even get valuable suggestions from readers that could help you improve your knowledge base and your business as a whole. Your customers will feel appreciated when they are able to express their opinion, and they will feel like they are a part of something important.
Update your knowledge base regularly
The information you include into your platform when setting it up might be good for a while, but it's imperative that you add more details as soon as possible and you should also do this on a regular basis. No matter what industry you are in, things probably don’t stay the same, and there are constant developments in that market.
This means that there is always fresh information that can be talked about and worked on. Customers will also want to know more about these developments, and this is a great opportunity for you to include information about the recent event, discoveries or achievements in your industry.
This will boost your credibility, and your visitors will have more respect for your company. When they see that you have been in the industry for a long time and still follow the latest advancements and keep trying to improve, they will know that you follow a professional approach. This will let people know that you can be trusted, as you are dedicated and passionate about your work.
Make sure that you pay attention to these five things I mentioned today, and you will be able to equip yourself with a powerful customer engagement tool that will be able to get the most out of your online customers.
Remember that the clients who are engaged will definitely bring you more money and help build your reputation. What’s truly great about a knowledge base is that it does most of the work for you, given the fact that you won’t have to interact with your visitors personally.
Vineet is a Technical Researcher with a combined experience of over 5 years at ProProfs.com, a website offering delightfully smart tools such as knowledge base. In his free time, he likes traveling and playing cricket.