Time is precious, so why should your clients waste their time and time of your support team on asking FAQs and then waiting for personal assistance? Surely, there is a way your clients can help themselves and in shorter time.

To avoid support team work overload and a bunch of customers’ complaints, there is a solution — Self-Service Knowledge Base. Just by adding some visualized step-by-step instructions, you can streamline your customer service and increase their loyalty, because they always know that there is an answer for most of their questions and they can get fast access to that.

What is a Customer Service Knowledge Base?

Knowledge Base is a collection of articles that answer some frequently asked questions. There are two types of Knowledge Bases:

• Internal Knowledge Base.
• External Knowledge Base.

Internal is the one that helps your employees to find some useful information, SOPs, guidelines and policies. As we have a comprehensive article on how to create a knowledge base for your company, we recommend you checking out some useful tips there.

But our todays’ agenda is a knowledge base for customers, which is an external one. External knowledge base helps your client to quickly find an answer to their question, or even a whole guide on how to set something up.

With Lua CRM, you can create your own external knowledge base, populate it with comprehensive articles, divided into specific groups, and supplement it with pictures, videos, or links to a whole set of guidelines from your blog.

Why You Need It?

You might wonder: Why do I need an external knowledge base? People can just contact the Support Team or submit a ticket, nobody wants to solve the problem by themself.

According to the statistics, around 51% of app users and companies’ clients prefer self-support through knowledge base and over 50% think that it’s better to solve their problems by themselves rather than contacting the support team. Still have any doubts?

Rather than waiting for 10 minutes, or maybe 10 hours or even days, you can find an answer immediately at any time you need it. Clients want their problems to be solved as soon as possible, and it does not always mean a personal approach. That’s why you need your own knowledge base — to deliver information quickly and clearly.

Creating a knowledge base for your business will take lots of time and effort, but believe us, long-term returns will be more profitable, because a strong connection with clients is a key to successful business.