A KB is a centralized database for managing information and data. It is indispensable for both your customers and your colleagues and is simple to build.
We have all had this simple experience: searching and finding the answers on your own, to your curiosity, is much faster and more rewarding.
In fact, customers want to make do and turn to human intermediaries (resellers, representatives, support, etc.) only when they just can’t do without them.
So it is extremely important to provide them with the appropriate resources to help them achieve this goal.
In fact, it has been shown that 60% of online users abandon their order if they cannot find a quick answer to their question on their own.
Without wanting to take anything away from intermediaries … but customers much prefer to seek and obtain an immediate solution rather than picking up the phone and waiting to talk to a human being to ask a simple question.
Definition of knowledge base
A knowledge base is a centralized database for managing information and data. The knowledge base supports the collection, organization, retrieval and sharing of knowledge.
There are two levels of knowledge base:
a data-driven raw
an intelligible human being based on documents (structured information)
Mechanically readable knowledge bases store data that can only be analyzed by artificial intelligence systems. These solutions are interpreted and deduced by information systems therefore less interpretable by the human being.
Human-readable knowledge bases store organized information, documents and physical texts that humans can access.
The knowledge base of a company, to which we refer in this article, more properly related to the products, can provide valuable information to customers and potential customers but also to the internal departments of the company itself.
For example, it is possible to include knowledge about each product from each department, features and suggestions to make potential customers choose products or services, accessories or options, procedures to obtain functionality, etc.
3 reasons why you need a knowledge base
1. It is indispensable to your customers
People, as we have already said, no longer have the patience to leaf through dusty encyclopedias in libraries. They want answers and they want them now.
If a customer or prospect has a specific question about your product they will expect that they can simply ask that question or keywords on your website to find comprehensive answers.
2. It is useful for your colleagues
How much time is wasted in the company looking for information about a product, a feature, the possibility of making a variant, a feature?
Technical departments are increasingly bombarded with inquiries from marketing or presales, or from the customer service team hunting for information. Requests that are answered by wasting tens of minutes every day.
An organized knowledge base accessible by anyone in the company frees up mountains of hours for technicians, allowing them to deal with more important issues. And at the same time it guarantees the usability of secure data and information that can be distributed through online content and documents.
3. It is relatively easy to build.
We assume that information exists in the company.
Unfortunately, however, they are almost always incorporated in proprietary documents (word, excel, powerpoint, PDF, etc.) and are therefore not managed as pure information, as data.
So if we start from the origin and make sure that all those who produce information and data (knowledge workers), rather than deposit them in documents, can place them – with simple tools – in an Information warehouse, these will constitute the knowledge base of the company.
An intelligent activity of data and information aggregation will transform raw data into knowledge to be interrogated and found with ease and safety.
The PIM ( Product Information Management ) is the technological tool that allows you to build a solid knowledge base capable of feeding all the channels that talk about your product.
Remember: If you can’t provide a rewarding knowledge experience to your customers, they’ll turn to a competitor who can!
What are you waiting for? Contact us for more information!