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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.

The Essential Guide to AI for Customer Service

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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Find out how Sprinklr helps businesses deliver a premium experience on 13+ channels, using foundational AI so you can listen, route, resolve, and measure — across the customer experience.

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