A basic knowledge base definition is “an online library where information about a topic is collected, organized, and easily accessed.” It’s designed to provide quick answers when you need them. Knowledge bases can include documents, guides, FAQs, and more. An example related to customer service is the “Support” or “Help” pages that most companies have. Knowledge bases can be used both internally (a way for employees to find quick answers to help them on their job) and externally (for customers). When it comes to customer service, think of your knowledge base as a digital customer support agent. It’s the very first level of service your customers will go through. Here’s a step by step guide with knowledge base examples to help you kickstart your own project: Determine knowledge base purpose Consult with the experts Develop a structure Head over below for more details.

Customer service is no longer just the domain of humans. Machines with simulated human intelligence, after all, are increasingly used to help human support agents keep customers happy.

"We created a 'Success Funnel' and used it to find the bottlenecks in our customer journey (where our customers got stuck the most). That way, we could focus all our Customer Success efforts on removing that bottleneck. By doing so we could maximize throughput of the funnel, which means more of our customers will achieve success faster."