什么是知识库，为什么需要一个知识基础？[定义]

客户希望尽可能多地帮助自己，并且只有在不能这样做的时候才能支持代表。因此，为他们提供适当的资源以帮助他们实现这一目标是有意义的。bob体育苹果系统下载安装

In fact,53% of U.S. online adultswill most likely abandon their online order if they can't find a quick answer to their question on their own. No offense, but customers would rather search their question and get an immediate solution than pick up the phone and have to wait on hold just to speak to a rep and ask them the same simple question.

Enter your知识库.

知识库的主要形式有两种：机器可读和可读性。

Machine-readable knowledge bases store data that can only be analyzed by artificial intelligence systems. These solutions are interpreted and deducted by machines and, thus, are less interactive. Human-readable knowledge bases store documents and physical texts that can be accessed by humans. They are more interactive and hands-on but require time-consuming prompting to gain solutions.

公司bob全站app的知识库可以为客户和潜在客户提供有价值的信息。例如，您可能会在每个部门，使用您的产品和服务，常见问题解答以及您创建的内容的方向和技巧上包括知识，并提供可提供深入解决方案的内容。

Why You Need a Knowledge Base

1.对您的客户来说更快。

人们不再有耐心浏览公共图书馆中的尘土飞扬的百科全书。他们想要答案，现在想要他们。如果客户或潜在客户对您的公司有特定的问题 - 是否是“什么是人工智能？”bob全站app或“我如何申请工作？”- 他们会假设他们可以简单地在您的网站上搜索该问题或类似的关键字，并被大量答案轰炸。

2.这对您的代表很有帮助。

In addition, your support team can only handle so much. Increasingly, customer support teams have more responsibilities that are separate from directly answering customer questions via phone, email, and live chat. By providing a helpful knowledge base, your customers can get the answers they need on their own. This frees up your support reps to handle more important issues and allows your customers to feel accomplished that they found a solution all by themselves -- after all, in 2015,81% of online U.S. adultsused knowledge bases and FAQ pages.

3.很容易build.

If you can't provide immediate knowledge to your customers, they will turn to a competitor who can. It can be tough to create and manage a knowledge base. However, it can start off easily -- think about the kinds of questions you've had customers ask you in the past and, maybe, the questions you've searched yourself. You can analyze common tickets to determine which issues crop up most frequently that you need to address first. Slowly, your team can build an informative knowledge base that can be a constant resource.

知识基础的例子

1. Lyft

来源：Lyft

Lyft goes above and beyond by providing a knowledge base specifically for drivers. Rather than just structuring it as a search bar that comes up with keyword-based solutions, Lyft has pre-written tons of brief blog posts that provide valuable advice to drivers, such as "Rowdy Passenger? Here’s How to Let Us Know" and "Pop Quiz: Can We Pick up Street Hails?"

The titles are grabby and the information is condensed into a few, short paragraphs -- perfect for a busy driver on the go. In addition, Lyft even has a separate knowledge base specifically for riders. By separating based on user demographics, it makes the information all the more accessible and relevant.

2.帆布

来源：帆布

Canva的支持页面具有美观，干净的切割布局，使找到合适的工具简单而快速。有一些基于常见问题的特色文章，但最好的部分是左侧的下拉菜单。每个父级类别都有子类别，并且每个类别都有更多的子类别，可以帮助您找到尽可能针对您问题的资源。

例如，单击“ iPhone的Canva”会导致更多类别。然后，我可以单击“ iPhone的照片”，最后解决根部问题，即“将照片更改为纯色（iPhone）”。您的知识基础越容易，客户越少通过电子邮件或致电您有关这些快速修复的信息。

3. Hubspot Academy

来源：Hubspot Academy

Hubspot Academy-- HubSpot's resource that provides free tools and training to help businesses and individuals grow -- has a Help section that provides tons of knowledge to readers. Some of the available resources are user guides, quick answer documents, HubSpot user groups, and community discussions. For instance, the above Quick Answers page covers a variety of questions that are categorized neatly for readers to locate.

What leverages Academy is its video, software, and classroom trainings, as well as its informative marketing, sales, and software certifications. Academy not only provides users with answers to their questions but helps train them so that they can then spread the same valuable information to others. In addition, it provides a User Blog to spread interesting and helpful content.

现在您知道为什么需要一个，请阅读下一篇文章how to create a knowledge base.