Customers today expect to find quick, reliable answers everywhere they ask questions online. But businesses often let them down, forcing them to reach out to service agents for help with problems they should have been able to solve on their own.
Not only is this a frustrating experience for customers, it can also strain call center resources — limiting agent productivity and resulting in a higher Cost to Serve (CTS).
According to the Harvard Business Review, 81% of customers attempt to take care of matters themselves before reaching out to a live representative. When the majority of customers prefer self-service solutions, a good knowledge base — one that provides customers and agents with easy access to how-to guides, best practices, and FAQs — is a customer service necessity. Of course, it can be challenging for businesses of any size to collect, organize, and share all of the information that customers and agents need to solve issues quickly. Using free knowledge base software can be a great way to get started.
Here’s what to look for when choosing the best knowledge base software for your business.
When customers have a problem, their first course of action is often to Google it. Rather than go directly to a company’s website for information or advice, most people will turn to third-party search engines, like Google or Bing, to find answers to their questions.
It doesn’t matter how detailed and up-to-date your knowledge base articles are — if they don’t show up in search results when and where your customers are asking questions, they won’t be helpful.
When evaluating criteria for free knowledge base software, look for ones that support search engine optimized (SEO) public-facing articles. Also look for tools that make it easy to create and maintain your content collaboratively as a team — so you can quickly update help articles and answer new questions as you become aware of them.
The best free knowledge base software will integrate with conversational AI and chatbots, so you can automate answers to repetitive questions — freeing up your agents’ time and letting them focus more on the complex issues that require a human touch.
Your knowledge base should serve as a useful internal resource too. Look for one that can surface AI-based help article recommendations to agents so they can quickly find the information they need while having a conversation with a customer. And make sure the tool you choose offers multi-language support that caters to global teams, so your whole team has a better experience.
Just because a solution is free, doesn’t mean you should accept limited reporting and analytics. Free knowledge base software should make it easy to customize reports so you can see how your help articles are actually performing.
The best knowledge base software is built on AI that can make recommendations for future articles, and identify your top contact drivers — so you can address knowledge gaps in your article repository.
With Sprinklr Modern Care’s knowledge base software, businesses can help customers help themselves. Sprinklr makes it easy to provide customers with how-to guides, best practices, and FAQs on your website, app, or community site. It also helps agents reduce average handle time, by using AI to surface the most relevant knowledge articles directly within an integrated, omnichannel agent console.