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An ecommerce knowledge base is a central hub of all information related to a company’s offerings, shipping, payment process, refunds, and much more. It acts as a one-stop help center where customers can instantly find answers to all their questions without waiting around for an agent to help them. Well-structured and accessible 24x7, an ecommerce knowledge base assists customers at every step of their journey with a brand.
A dedicated ecommerce knowledge base provides customers with the support they need anytime, and from anywhere they are. Whether it is 6 in the morning or ten at night, customers can use the knowledge base to read your purchase terms, learn more about your products, and get familiar with your shipping, return, or cancellation policies. All of this without contacting your agents!
For an ecommerce company, the more visible it is, the more customers it can attract. Optimizing your ecommerce knowledge base for search engines can significantly improve your online visibility and generate more traffic. This traffic means more people would be drawn to your website and likely make a purchase.
An unending stream of tickets is a common sight in the workday of a support agent working for an ecommerce company. With a comprehensive knowledge base in place, customers are able to solve common problems on their own, which is a big relief for agents. There is less workload, and agents can fully focus on real problems that need more attention.
Agents have to refer to multiple files and folders to find answers to customer questions. This increases the wait time, and frustration creeps in from both ends. A reliable information resource, such as a knowledge base, ensures that agents always have all answers to customer questions right at their fingertips which helps them respond faster and with confidence.
Investing in an ecommerce knowledge base means investing in customer experience. With 24x7 accessible help and solutions to problems right at their fingertips, customers have no reason to be unhappy with your brand. Customer experience significantly improves with a well-crafted, information-rich knowledge base.
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An ideal ecommerce knowledge base provides all necessary information to support customers at every step. Below are some of the crucial topics you should add to your knowledge base.
This ecommerce knowledge base template is developed and designed carefully to help you build a knowledge hub for your customers. Creating everything from scratch can be a daunting task, and that’s why this template shares your workload by giving you a ready-made structure. This means you don’t have to worry about the design or the structure part. You can instead focus on creating the best content that your customers really find helpful.
Setting the right goals creates a solid foundation for the entire process. Do you want to help your existing customers or help prospects get familiar with your products? Identify the objective of building the knowledge base before you kick start the process. This will give you the much-needed clarity and set the road straight for the next steps.
What will your knowledge base contain? This is an important question you should ask yourself at the beginning of the process. Track the tickets agents receive frequently, look at the canned responses, go over the customer support data. This will help you identify the topics that should be covered in your knowledge base.
Structure is a crucial element of a knowledge base as it gives it a proper shape and look. If you have a knowledge base template for your ecommerce website, consider half of your job done. You just need to figure out the broad categories and identify topics that should go under each category. Decide the flow of your content and the format of your articles before beginning with the writing process.
Once the structure is set, start writing articles. Involve the key members of your customer support, marketing, and product teams to create insightful content that educates customers, helps them solve problems, or convinces them to make a purchase. While creating content, your top priority should be the quality and relevance of the articles.
Extra focus should be given to reviewing every article to the core before it goes for publishing. A workflow review and approval system works great here. It is a strict process where all articles are reviewed by multiple people from inside or outside the team to identify flaws or inaccuracies. Once an article goes through the review cycle, you can confidently publish it.
This ecommerce knowledge base template is a no-brainer to use. You don’t need to be a coding expert to be able to use this template. It has a structure ready for you, which you can customize just the way you want. Change the colors, themes, alignment, and any other element to match your branding. Put your company name and logo, add articles for each category, include helpful visuals, and you are good.
Shoppers expect their online experience to be nothing short of seamless. The quickest and easiest way to meet this expectation is by creating a self-service ecommerce help center. Here are the five best practices to create an ecommerce knowledge base for your customers.
Making assumptions about what customers know and what they don’t is the biggest mistake that businesses make while creating content. Understand that some people visiting your website are complete beginners who need guidance at every step. It is safer to include all important information and not miss out on any step while building an ecommerce help center.
Do not intimidate customers with loads of content and no clear sign of where to go to find a particular answer. This will only make them lost in a sea of information. Keep the content clear, simple, and easy to skim. Write short paragraphs that are easy to digest, use bullets in articles, add a table of contents, and help customers find what they need in just a couple of clicks.
The information you add to your online ecommerce help center should flow smoothly and logically, from one topic to the other. This will help customers follow and grasp the information without much effort. Start with simple topics and then move towards the advanced ones. Presenting the topics in chronological order also works as it helps customers proceed in a step-by-step manner.
Supporting the written text with relevant visuals is a great way to teach customers about your purchase process, policies, and much more. Explain steps and demonstrate processes using images and videos. This will bring more clarity to their thoughts and help them carry out purchasing, canceling, or applying for a product return easily.
How helpful is the online ecommerce knowledge base for your customers? You can find this out by adding feedback forms to every article. At the end of each article, ask customers whether or not they found the article helpful and let them answer with a thumbs-up or thumbs-down. Provide a suggestion box where they can give detailed feedback on the article.