The Power of a Knowledge Centre: Keep your customers informed, engaged and returning
In today’s business world, knowledge is power, and companies need to manage their knowledge effectively to succeed. One way to achieve this is by creating a knowledge centre for customers, which is a centralised repository of information that contains everything customers need to know to make informed decisions about your product or service.
A knowledge centre on your website can help you set your business apart from your competitors. First, it can improve customer satisfaction by providing them with the information they need to make informed choices. This can help your company build a strong and loyal customer base.
Second, a knowledge centre can reduce customer service costs by allowing customers to find answers to their questions independently. This can save your company both time and money by reducing the number of support calls and emails. In addition, your support team will be able to focus on more complex queries.
Another benefit of having a knowledge centre is that it can improve brand reputation by demonstrating your commitment to customer education and support. By keeping your knowledge centre’s content constantly updated, fresh and relevant, you will differentiate your business from competitors and build a positive reputation.
So, what are the essential components of a successful knowledge centre for customers?
Your knowledge centre should have clear objectives that are aligned with your company’s overall goals. These objectives should be well-defined, measurable, and achievable.
The interface of a knowledge centre should be designed to be user-friendly and intuitive, allowing customers to easily navigate and find the information they need without any confusion or frustration.
Robust search functionality
Having a powerful search functionality allows your customers to find the information they need quickly and easily. Ideally, the search function should be able to search across multiple databases and document types.
Your content within your knowledge centre should cover all aspects of your product or service. This can include, among many others, how-to guides, tutorials, and troubleshooting tips.
To keep your knowledge centre engaging and informative, it should also contain a variety of multimedia content, such as videos, images, and infographics, in addition to written content. This helps your customers better understand your product or service visually.
To ensure the accuracy and relevance of the information you provide through your knowledge centre, it’s important to regularly update it by adding new content, removing outdated information, and reviewing existing content.
Let’s look at a few examples of outstanding knowledge centres by industry leaders.
Why it works:
Airbnb’s knowledge centre, called the “Help Center,” provides answers to common questions and issues that users might encounter when using the platform. The Help Center includes a searchable database of articles, videos, and tutorials that cover everything from booking a reservation to handling disputes. Categorised by audience type, it is intuitive and simple for a user to find information quickly.
Lowes (Hardware and DIY):
Why it works:
Lowe’s knowledge centre, called the “DIY Projects & Ideas,” provides resources and support for DIY enthusiasts who need help tackling projects around the home. The library includes articles, videos, and tutorials that cover topics like home improvement, gardening, and cooking.
Why it works:
Lloyds Pharmacy is a UK-based pharmacy chain with branches in Ireland. Their centre is called “Health & Advice Hub” and provides resources and support for customers looking to manage their health and wellbeing. The centre includes articles, videos, and tutorials that cover topics like health conditions, mental health, medication, and lifestyle.
In conclusion, a well-designed knowledge base is essential for businesses to thrive in today’s competitive marketplace, no matter what industry. By providing easy access to valuable information, companies can enhance customer satisfaction, lower support costs, and build a positive reputation.
If you need any assistance with setting up or optimising your knowledge centre, contact the Emarkable Content Hub today. Our expert team can help you create a powerful and effective knowledge centre specific to your customer base and industry. Simply fill in the form below to get started.