Knowing that 90% of consumers take into account the america cell phone number list support experience offered by a brand before purchasing a product ( source Hubspot ), the service offered to users should not be neglected.
In addition, with the omnipresence of digital today, customer experience is closely linked to the online user experience and the growth of turnover. Consumers have growing demands in terms of responsiveness, which are becoming the new standards for customer relations. They want immediate answers to their problems and prefer to avoid waiting to get in touch with a customer service.
On the business side, the issue of response time VS the volume of questions and the recurrence of similar questions can be time-consuming and frustrating. Implementing a chatbot combined with a knowledge base can then be the solution to relieve their teams and offer a better experience to their internal and external customers.
But what are the benefits of having a knowledge base? Who is it for? And finally, what are the elements to consider before creating one?