What Is A Knowledge Base?
A knowledge base is an online help center that serves as a repository of information for customers or employees. It is designed to store and organize useful resources that guide and help users engage with a product or service.
Knowledge bases typically include articles, FAQs, troubleshooting guides, video tutorials, and other types of content that address common questions and provide solutions to problems. Users can access the knowledge base at any time to find the information they need without the assistance of a support agent.
Knowledge bases are a valuable tool for businesses as they offer a self-service support option that empowers users to find answers on their own. By providing a comprehensive knowledge base, businesses can reduce the number of support tickets they receive and alleviate the workload of their support team.
Users appreciate the convenience of self-service support and the ability to find solutions at their own pace. Additionally, a well-maintained knowledge base can improve customer satisfaction and retention rates, as users can easily access the information they need whenever they encounter an issue.
However, it is important to ensure that the knowledge base is regularly updated and contains accurate and up-to-date information. Outdated or incomplete information can frustrate users and lead to a negative user experience.
Updating a knowledge base typically does not require coding expertise and can be done easily by the support team or designated content creators. The ability to edit and update the knowledge base without the need for custom coding makes it a flexible and accessible solution for businesses of all sizes.
What Are Chatbots?
Chatbots are software applications that use artificial intelligence and predefined answers to automate conversations and replace live human support agents. They are designed to handle routine queries and provide fast answers to repetitive short questions.
With advancements in AI, chatbots have become increasingly sophisticated and can understand and respond to natural language queries. Many businesses utilize chatbots to provide quick and efficient customer support across various channels, including websites, messaging apps, and social media platforms.
One of the main advantages of chatbots is their ability to handle a large volume of queries and provide instant responses. Studies have shown that chatbots can handle around 80% of routine queries with a success rate of 90%.
This automation of customer support not only saves time and resources but also ensures consistent and prompt responses. Furthermore, chatbots offer personalized communication by gathering user data and providing tailored recommendations or solutions based on individual preferences or behavior.
Chatbots also provide 24/7 availability, allowing businesses to offer support outside of regular business hours. This 24/7 availability can significantly improve customer satisfaction and address urgent issues in a timely manner.
Additionally, chatbots offer omnichannel support, meaning they can seamlessly transition from one channel to another without losing context. This ensures a consistent user experience across different platforms and touchpoints.
However, while chatbots offer many benefits, they may not be suitable for all users or all types of queries. Users with complex or specific issues may prefer to interact with a human support agent who can provide more in-depth assistance.
Additionally, chatbots rely on pre-defined answers and may not always be able to understand the nuances of a user’s query or provide the most accurate solution. Therefore, it is important to have a backup support system in place, such as a knowledge base, to address more complex or niche queries.
Why Use Both Chatbots and Knowledge Bases?
Both chatbots and knowledge bases offer distinct advantages and play complementary roles in providing effective customer support. While chatbots excel at automating routine queries and providing quick responses, knowledge bases offer a comprehensive repository of resources for users to find solutions on their own.
By utilizing both chatbots and knowledge bases, businesses can ensure that they cater to a wide range of user needs and preferences.
Starting with a chatbot is often a recommended approach, as it allows businesses to automate routine queries and provide immediate support. Chatbots can handle a significant portion of user inquiries, freeing up the support team to focus on more complex or specialized issues.
As the chatbot operates, it can gather data and identify the most common topics or questions that users encounter. This data can then be used to expand the knowledge base and ensure that it addresses the most relevant and pressing user needs.
Integrating a knowledge base alongside a chatbot provides users with the option to explore more in-depth resources and solve problems on their own terms. It gives them the freedom to access information at their convenience and find detailed instructions or explanations when needed.
A well-structured and comprehensive knowledge base can address a multitude of user queries and act as a valuable resource for both new and experienced users.
Userpilot, a digital adoption tool, offers a solution that allows businesses to easily build and update an in-app knowledge base without the need for coding expertise. With Userpilot, businesses can create an in-app resource center that includes various types of resources, such as chatbots, documentation, video tutorials, guides, and webinars.
This comprehensive approach ensures that users have access to the support they need in a centralized and user-friendly interface.
In conclusion, chatbots and knowledge bases are both essential tools for providing effective customer support. Chatbots excel at automating routine queries, providing personalized communication, and offering 24/7 availability.
Knowledge bases, on the other hand, empower users to find answers on their own and access a wide range of resources. By utilizing both chatbots and knowledge bases, businesses can enhance their customer support, improve user satisfaction and retention rates, and attract new customers.
Userpilot offers a solution for businesses interested in implementing in-app self-service support and provides a demo to showcase its capabilities.