Why is an eCommerce knowledge base essential to your online business?

Look at the big names in eCommerce. Most of them have fully functional customer support knowledge bases. This is an excellent example of why having a knowledge base is essential to your eCommerce business.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked 

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But if that's not convincing enough, the following statistics will do the trick.

A staggering 90% of customers today expect brands to offer self-service portals for quick problem resolution.

Why you might want to know.

It's because self-service centers are convenient, reliable and faster than traditional support channels like email and phone. As a result, customers prefer self-service portals.

For e-businesses, having a comprehensive knowledge base containing helpful information can be a significant advantage. Such portals can help customers solve their problems and become familiar with your products, policies, etc., thereby reducing cart abandonment and increasing sales.

Let's explore the benefits of an eCommerce knowledge base in more detail in the next section.

The Significant Benefits of an eCommerce Knowledge Base

Today's customers have incredibly high expectations of brands. They have become accustomed to getting what they need when they need it, and even slight delays can lead to frustration, abandoned carts and ultimately lost sales.

An eCommerce knowledge base is a panacea for these problems and more. By creating an eCommerce help center that customers can't resist, you can reap the following key benefits.

1. Improved customer experience

Customers want quick answers. They don't have the patience to email you or call you during a transaction, and that's true for minor questions. With an eCommerce knowledge base, customers can independently solve problems when transacting online or using your products. Minimal friction and maximum efficiency improve the eCommerce customer experience, which further translates into higher customer satisfaction and loyalty.

2. Dispensing with agents to answer common questions

Ticket overload is a common problem faced by most e-commerce businesses. Most of these tickets are for common issues that ideally should be resolved on the client side. This duplication of questions increases the agent's workload, and the risk of severe customer queries being missed. The eCommerce knowledge base enables clients to solve common problems, allowing agents to focus their time and efforts on complex cases.

3. Improve Search Engine Visibility

There is a simple rule for online business - out of sight, out of mind.

E-commerce is a highly competitive space where every company is competing for the attention of its customers. More attention means more traffic. The higher the traffic, the greater the chance of sales and profits. An eCommerce knowledge base can improve your search engine rankings and drive more traffic to your website. With quality content, relevant keywords and the right intent, your knowledge base will likely be in the top search results.

4. Provide clear information to your customers

How to get a refund, how to change the shipping address, what the return policy is, and many other questions will come to the consumer's mind. This information may appear on your website, hidden in a corner section somewhere. But what good is it if the customer can't find the correct information when needed?

The eCommerce Knowledge Base is a central hub where customers can find all the necessary information. This gives them immediate clarity on what they can expect from you and whether they should proceed with their purchase.

5. Drive sales and profits

An eCommerce knowledge base can also increase your sales. It may sound surprising, but it's true.

Understand that the knowledge base applies not only to your existing customers but also to your potential customers. So anyone visiting your site for the first time can refer to the knowledge base to familiarize themselves with your products, the buying process, payments, refunds, and more. Easy access to this information will help them make informed buying decisions faster, thus increasing your sales and profits.

What should you include in your eCommerce knowledge base?

The eCommerce knowledge base covers everything customers need to buy from you and use your products. It includes e-commerce help articles related to

·Products and Services

·Payment and Refund Process

·Frequently Asked Questions

·Return and Exchange Policy

·Company Details

·Manage and track orders

·Contact Information

·Terms and conditions, and much more.

The knowledge base can be structured to contain broad categories and subcategories for each topic to help customers easily find information.

How to use the Knowledge Base to promote your eCommerce business

No matter what kind of products your e-commerce business deals with - clothes, accessories, electronics or food - it's essential to have a knowledge base. For existing customers, it's a helpful resource that can help them solve problems and achieve more than they ever thought possible with your products.

On the other hand, for potential customers, the knowledge base helps them every step of the way, ensuring a smooth buying experience - all without any agent intervention.

That's the beauty of the Knowledge Base. It puts the customer in the driver's seat and lets them do the work themselves. This is why more and more customers prefer self-service portals over email and phone calls. Self-service allows customers to get quick help at any time of the day without the hassle of contacting your team.

The result?

Your sales numbers go up, and you have a group of satisfied customers who want to stay with your company.

What else?

Over time, happier customers are more likely to become addicted to repeat purchases and turn into brand loyalty. They're the ones who buy from you multiple times and praise you in their social circles. According to Bain & Company research, even if you can retain 5% of your customers, profits can soar 25-95%.

If happier customers and long-term business growth are your primary goals, then building an eCommerce knowledge base using the best knowledge base tools is a smart step in the right direction.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked