How to create an effective help document?

Creating an effective help document takes a lot of time from the beginning 、 Money and other resources . also , You need to invest in the continuous maintenance of knowledge base content , To ensure that it is effective over time .

The good news is , These investments will bring immediate and long-term returns to your business in many ways .

Reduce customer service related costs

The cost of providing hands-on customer service is indeed not comparable with that of providing services through help documents .

Providing help documents also allows you to provide services to more audiences without increasing costs . As the audience grows , You will not need to hire customer service personnel as in other cases .

as time goes on , The money you save can be reinvested into your customer service work in various ways . I'll tell you more about it later .

Improve the productivity of the customer service team

Because customers can usually find the information they need by themselves , So your team will have fewer service instances to deal with . 

When the work order that needs practical help does pass , Your team will be able to deal with them more effectively .

• effectiveness ： Provide more comprehensive and personalized services for every customer they contact

• efficiency ： Minimize customer waiting time and other downtime  -  And other members of the service team

Service representatives can also use the knowledge base when providing support to customers . this （ Literally ） Make both parties keep consistent in the process of seeking solutions for customers .

Over time, it leads to enhanced customer service

Because your customer service team will have more time and resources on hand , So over time , They will be in a better position to improve their work .

（ by comparison , Teams that spend most of their time actually providing customer service will end up in vain .）

These improvement efforts can be reflected in many ways , for example ：

• Improve the content of knowledge base according to participation and customer query

• Reassign employees according to customer needs and employee capabilities

• Invest in new technologies to further simplify customer service plans

Improve customer engagement 、 Trust and loyalty

Generally speaking , Providing first-class customer service is the key to improving participation and loyalty ：

• 90% Of consumers incorporate the customer service experience into their purchase decisions

• 91% Percent said a positive customer service experience will increase their chances of repeat purchases

• near 60% Percent said that excellent customer service is the key to cultivating loyalty

Self service has become the preferred method for today's consumers , If you do it right , Your customers will fall in love with you —— And will continue to provide you with business for a long time in the future .

Here we recommend a convenient and fast help document building tool ——Baklib, It can greatly reduce the time for you to create help documents 、 Improved efficiency and low maintenance costs .