Knowledge base

A knowledge base is a central repository of data, information, and resources. Oftentimes, common customer issues and inbound inquiries can be avoided by providing consumers with the information they need online. Knowledge bases, help centers, resource libraries, and FAQs are standard sections of most websites and provide invaluable information about the products and services offered by an organization.

When a pain point arises, CX teams should make it an objective to rectify the issue as soon as possible and provide future users with guidance and information in case it comes up again. Having a dense knowledge center also gives agents better access to information, giving them the tools to learn more about common issues and providing customers with readily accessible information.