In today's digital world, customers expect 24/7 support and access to information. As per Econsultancy, 83% of shoppers said they needed support during their online journey. A knowledge base can help businesses meet these expectations by providing a self-service portal where customers can find answers to their questions and learn about products and services.
What Is A Knowledge Base?
A knowledge base is a centralized information bank about a specific topic or domain. Businesses can use it to store various information, such as frequently asked questions (FAQs), product documentation, troubleshooting guides, and how-to articles. Businesses, organizations, and individuals can use knowledge bases to improve customer support, self-service, and knowledge sharing.
Benefits of Using Botsplash Knowledge Base
Botsplash's knowledge base offers several benefits, including:
Comprehensive and up-to-date information: Botsplash's knowledge base can index and aggregate data from multiple sources, including public websites, internal platforms, manual data entries, and external resources. This ensures that customers can access the most comprehensive and up-to-date information possible.
Contextual and accurate responses: Botsplash uses a proprietary pipeline to enhance context and accuracy when dealing with customer queries. This pipeline includes initial preprocessing of customer questions using Botsplash's machine learning models, enriching the aggregated knowledge base, and responding in alignment with the customer's intent.
Machine learning powered: Botsplash utilizes a range of machine learning models, including custom-built and fine-tuned intent libraries, self-hosted services, and third-party services like OpenAI. This ensures that the knowledge base can accurately and efficiently answer most customer questions.
Continuous learning and improvement: The Botsplash knowledge base can continuously gather, process, reevaluate, and update machine learning models. This helps to improve the accuracy and efficacy of customer interactions over time.
In addition to the above benefits, Botsplash's knowledge base also offers some features that can enhance the overall customer experience, such as:
Popular and frequently asked questions: The knowledge base can display popular and frequently asked questions so customers can quickly find the answers they need.
Live chat: Customers can engage in a live chat with an agent if they need further assistance.
Knowledge base reporting: The knowledge base provides reporting features that empower clients to gain insights into customer interests, identify pain points, and receive suggestions for improving bot responses.
Overall, Botsplash's knowledge base is a powerful tool to help businesses improve customer support and self-service capabilities.
Conclusion
A knowledge base can be a valuable asset for businesses of all sizes. It can help to improve customer support, increase customer satisfaction, reduce costs, and improve employee productivity.
When creating a knowledge base, choosing a solution that meets your needs and requirements is essential. You should also ensure that it is easy to use and contains the information your customers and employees are most likely to need.
To keep your knowledge base up-to-date, you should regularly review and update your content, create a process for adding new content, and monitor customer feedback.
If you want to know more about the Botsplash knowledge base, then schedule a demo with us. At Botsplash, we are more than willing to help you and your business scale greater heights.
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