Expanding Customer Service through Knowledge-Based Options
Many businesses rely on traditional customer service methods like live chat, 800-number telephone support, and priority email to connect with customers. However, Knowledge-Based Options (KBO) are often underutilized tools that can significantly enhance customer experience and increase conversions. Some effective KBO resources include tutorials, glossaries, FAQ sections, and comprehensive knowledge-base software solutions. The primary goal of KBO is to shorten the path for users to find the answers they need.
Knowledge-Base Optimization
While the aforementioned methods are prevalent, implementing a Knowledge Base can be incredibly effective. This approach not only benefits customer experience but also improves SEO due to the indexable text it adds to your website. This means optimizing and distributing your enterprise’s accumulated knowledge and experience directly to users, meeting them wherever they are and however they search for information.
Research for Building a Knowledge Base
Knowledge-base optimization should begin with thorough research. There are numerous sources to explore:
- Q&A Websites: Platforms like Ask.com, Quora, Answers.com, Answerbag, and JustAnswer are great for understanding common questions or misconceptions related to your field.
- Analytics: Reviewing search query data from your own analytics can pinpoint what users are asking related to your services or products.
- Search Engine Autocomplete Tools: Tools like Google’s and Bing’s autocomplete offer insights into various user query variations, which can guide the content of your knowledge base.
Developing Content Variations
Understanding what users search for allows you to tailor your content accordingly. People consume content differently based on factors like age, gender, wealth, and geography. Therefore, it’s crucial to:
- Create diverse content forms including videos, Q&A articles, infographics, and more.
- Cater to different demographics, ensuring information is accessible in the preferred formats of various user groups.
Distribution of Knowledge
The effective distribution of your knowledge base content is crucial. Ensure it reaches users by:
- Linking directly from frequently visited platforms like your email signatures or automatic responders.
- Incorporating links in your voicemail systems or forums to direct users towards the knowledge base.
- Utilizing social media platforms to share and promote content.
Importance of User-Centric Optimization
While SEO is essential, the primary focus of knowledge-base optimization should be on meeting user needs effectively. A well-optimized KBO not only enhances user experience but can significantly impact your business’s success and profitability.
By enhancing the presentation and structuring your content more strategically, the information becomes more engaging and useful to readers, increasing the likelihood of implementation and benefit from your suggestions.
