Good customer service isn't just about being available when customers need your help.

It's also about providing the help your customers want, whenever they want it, and in whatever form they like to access it. And sometimes, that involves a little extra effort on your part.

Take building a knowledge base, for example.

It's not unlike building a blog -- you need to constantly produce helpful and relevant content for your readers, updating it when necessary. But also like a blog, the returns on investment from building a knowledge base are numerous, because building a knowledge base helps you help your customers self-serve.

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Customers are more likely to recommend your brand if you offer self-service options like a knowledge base. And in a reality where customers are increasingly choosing online service solutions over picking up the phone or sending an email -- a nod to the speed in which your customers need to get the answer they're looking for in order to be satisfied -- you need to adapt to your customers' needs, and not the other way around.

Zendesk created the infographic below to illustrate the opportunities that building a knowledge base presents, along with other must-know stats about your customers' preferences for self-service. 

Next, learn the details of what a knowledge base is in this blog post.


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Originally published Sep 7, 2018 8:00:00 AM, updated September 07 2018


Knowledge Base