It’s a bit tricky to talk about support without mentioning customer loyalty. But what does customer loyalty mean? It refers to the potential of a customer to acquire the services and products of a specific company for a certain period.
When customers continue to make purchases in your business, they likely feel an emotional connection to your products and brand. This connection is built over time, after having had positive interactions between consumers and the company.
Support plays an essential role in customer loyalty, as teams are responsible for generating that trust by providing efficient and useful support.
Would you like to know how to increase customer loyalty with a knowledge base? Here’s how!
What is a customer service knowledge base?
A knowledge base allows your customers to self-serve. What does this mean? They get their own answers through frequently asked questions, thus reducing the high costs of additional work for the customer service team.
By having this tool effectively, you will be providing immediate and accurate information that consumers often seek, in an easy-to-use and organized manner. It also enhances the customer experience and loyalty, as they will have the correct information whenever and however they want it.
A knowledge base to increase customer loyalty
Having a knowledge management system makes it easier for customers to access all the information about your products and business. With a knowledge base, customers can solve their problems themselves, stay informed, and access solutions from a reliable source.
But how do you know if you are creating valuable content that helps increase customer loyalty? When evaluating your knowledge base, it is a bit challenging to identify where to start focusing your efforts. Therefore, here are some tips that will help you with this and gain that loyalty you desire.
It is recommended that you review your support analytics so that you can identify where customers have the most concerns and issues. It is necessary to know which search terms keep appearing, which articles have been marked as negative or unhelpful, etc.
To create useful content, it is best to explain in detail everything about the product. All content must be truly informative and accessible to any type of person. The clearer the information, the more satisfied customers will be with your business, thus increasing loyalty.
Outdated and old information will not help your customers solve their problems. Therefore, it is recommended that you always keep any content in your knowledge base up to date. When content is as useful as possible, the trust customers have in your brand will be greater, generating loyalty in them.
Include links to the knowledge base on your homepage, contact page, help page, menu, and at the bottom of the page. Let users know that there is a knowledge base that may be able to answer their questions in a few minutes.
Investing in customer loyalty will always pay off
There are many reasons why you should use this tool. The first one has to do with customer retention since most customers abandon a purchase when they do not get enough information about the product or service, which makes them go to the competition after having a bad experience in customer service.
The second reason has to do with more satisfied and loyal customers. When there are fewer entries, it means that customers are satisfied. In this way, support and knowledge base can be used to provide a solution to their problems or concerns that can be resolved more quickly, instead of calling the customer service team or writing to them via email. Customers, to increase loyalty, are expecting to be offered instant support.
Generally, customers do not buy services or products. They buy quick solutions to their problems. Therefore, it is recommended that you increase that loyalty by exceeding customer expectations.
Try to create good feelings in consumers and solve their problems as quickly as possible. Customers prefer self-service much more than having to communicate with an agent directly. Allowing users to find answers for themselves will help you retain them, build loyalty towards your business, and keep them happy. Are you ready to use a knowledge base? Give it a try!
If you are looking to improve your website and/or online store, take a look at our article “5 Strategies for the Future of Online Sales” that we published on our blog.
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