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CXM Guide

Knowledge Base

Learn what a knowledge base is and how it can empower customers and employees to quickly find answers to frequently-asked product and support questions.

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What is a knowledge base?

A knowledge base is an online repository of product and support information readily accessible to customers. A typical knowledge base consists of self-serve content in the form of FAQs, knowledge articles, and how-to manuals — delivered in text, audio, video, and other rich media formats. The primary goal of a knowledge base is to provide consumers with quick contextual information on websites, apps, and other customer-facing channels for boosting customer satisfaction.

What are the benefits of a knowledge base?

A well-structured, comprehensive knowledge base can help companies to:

  • Reduce contact/call volume: providing customers with a self-serve option to seek information, a knowledge base helps reduce call volume and contact center overhead in a big way. 

  • Improve agent productivity: smart-tagging knowledge base articles with the right keywords ensures agents have contextual information at their fingertips — which helps reduce response time and speeds up resolution.

  • Boost customer satisfaction: enabling customers to find their own answers using a knowledge base leads to satisfied, happy customers. You can also integrate a conversational bot into the knowledge base and deliver a superior self-help experience.

How does Sprinklr’s Knowledge Base help customers as well as care agents?

Modern customers expect instant, contextual answers without having to wait in a response queue or manually sift through irrelevant help articles. Support agents also need a knowledge base that is powerful enough to keep pace with demanding, discerning customers. Sprinklr’s Knowledge Base software — powered by the world’s only unified customer experience (Unified-CXM) platform and AI — is purpose-built to:

  • Recommend content tailored to conversational context and user intent 

  • Integrate your knowledge base with conversational bots to address routine queries

  • Optimize the content for better search visibility and traffic

  • Localize content so that agents can switch between languages easily

  • Simplify agent onboarding with step-by-step troubleshooting instructions

  • Help your business cater to customers with different consumption habits

  • Store and organize customer data, standard operating procedures, and compliance or security data meant for internal usage

  • Reveal insights about each customer’s needs and preferences that can be utilized for better personalization

Expanding beyond the functionalities of a conventional knowledge base, Sprinklr’s Modern Care solution delights customers and support agents with a frictionless, unified experience across 30+ digital channels.

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