Knowledge Base

A Knowledge Base (KB) is a repository of information about products, services, related topics, etc., intended for self-service. KB makes it easy for users to search for solutions instead of contacting the help desk or experts for repeated/common problems. It is recommended to include articles/guides about all products and services within the organization to enable contactless, round-the-clock self-service.

Infraon's Knowledge Base module enables users to author their articles, curate articles/guides from internal or external sources, and use, share, and manage knowledge across organizations and end-users.

Why Knowledge Base?

Studies conducted by Forrester and Ciboodle state that:

• 70% of customers prefer to use a company's website to get answers to their questions rather than use phone or email.

• An efficient knowledge base can enable customers to manage 85% of their relationship with an enterprise without interacting with humans, allowing organizations to save.

• Organizations saw a 50% increase in Customer Satisfaction ratings through social Customer Support (Public Knowledge Base).

An adequate Knowledge Base empowers the end user to quickly find the necessary answers and information without having to go through the hassle of waiting to get hold of an agent on call or waiting for their incident to get assigned to a Techie.

Having said that, to get all the advantages of a Knowledge Base, it is essential to present such complicated and detailed information in a user-friendly format, which Infraon's Knowledge Base offers. Infraon's KB is designed to add quick problem-solving tips, troubleshooting guides, answers to frequently asked questions, sharing best practices through Articles, known errors, and so on in a user-friendly manner.

How to build an effective Knowledge Base?

A study by Coleman Parkes for Amdocs states that 91%of customers would be glad to use the available online database only if it is tailored to their needs. As easy as it may seem to build a knowledge base, it is a constant 'Work in Progress.' Follow the below steps to build an effective KB.

Gather	Optimize	Monitor	Re-Organize
Collect only necessary, helpful, and relevant information. Include both internal and external services offered by the organization. Use Infraon's Incident to KB option or create a KB (article/FAQ etc.) directly.	Keep your content easy to understand and searchable. Ensure that your knowledge base is seamless to navigate through. Add relevant tags to each KB article/documentation and keep the instructions simple and user-friendly.	Monitor and observe entered keywords, understand the usage of your end customer, and use them to enhance User Experience.	Tune your data and clean up your database regularly. Help customers find the information they are looking for effortlessly. Delete/archive old articles and keep your KB clutter-free.