Ecommerce brands are rising in number like the mushrooms in the rain. If you check out the recent statistical data, around 2-3 million ecommerce companies are there in the global marketplace. The Statista report says that around 21.8% of global retail sales ecommerce share will be there by 2024. Definitely, it's a huge figure to consider and a sign of a high competition level. Therefore, in order to stay competitive in this global market, ecommerce brands are choosing AI and RPA solutions like employee management software, conversational chatbots, etc.
Today, we are here to pull all your attention to ecommerce knowledge base, well-defined business software that can drive in more new customers to the doorstep.
What is a knowledge base management system?
A knowledge base management software is a tool that collects brand-related information and delivers the same whenever asked by the customers. It has a library of information that can be easily accessed by any customer or potential buyer whenever they fall in trouble.
Here’s how the knowledge base is turning the ecommerce business competent in nature.
How can an ecommerce knowledge base turn the business competent in nature?
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- Enable to offer quality customer support: For an ecommerce brand, customers are the asset. They have the potential to make or break the business, hence need to be taken care of properly. With the introduction of a knowledge base, the brand managers can ensure offering a quality support to the customers. Whenever the customers or the prospective buyers raise a query regarding any product or brand service, the software analyzes the question and come up with the most suitable answer. Instant solution to any complex query is certain to happen when you are using such intelligent software.
- Build high customer experience: The AI-enabled bots that we are talking about are usually featured with an intelligent knowledge base to overcome customer-related problems. This knowledge base management software enables the brand to build a high customer experience.
As per the recent Global Consumer Survey Report 2019, businesses are going crazy to invest for better customer experiences. They have understood that customers are relying on brands that can come up with more personalized solutions. Hence, brands are now implementing a live chatbot for website to handle the customers and their simple to complex issues. Quite a great concept to think of when you are desperately looking forward to a customer support solution.
The ecommerce knowledge base thus has the potential to acquire new customers and improve customer satisfaction, leading to a great reduction in cart abandonment. Remember, 78% of customers step back from the online purchase due to poor customer experiences. Hence, seeking the help of a personalized bot with an intelligent knowledge base is pivotal. - Increase search engine ranking for website: Do you know your ecommerce knowledge base can help in boosting your website ranking on the search engine result page? Too hard to digest, but that's the truth! Let us explain how.
The knowledge base included in the system is basically loaded with keyword-rich content, making it easier for the customers to search for their relevant queries. We all know, keywords play a dramatic role in SEO and digital marketing. Hence, creating content with significant keywords and placing them properly can indirectly help the website gain top ranking.
Besides the customer-based content, the intelligent knowledge base used within the employee management software is even loaded with keyword-specific content. Hence, whenever the users search for any query on the search engine, the website automatically gets highlighted. - Self-service option: The knowledge base software comes up with a self-service option – a feature that is highly demanding among customers. Customers nowadays feel good to find a bot handling their queries or a self-service platform where they can solve their own queries. The customers do not require any human support agent or a brand representative to get an appropriate solution to the problem.
With just a few clicks, customers can put their questions on the web. The software even provides multiple options suitable for the queries. These are just suggestions that the customers may use to share their problems and clear their doubts instantly. - Deliver appropriate information to the user: The intelligent knowledge base contains business-relevant information that the customers or prospective buyers often ask. They are appropriate, keyword-rich, specific, informative, and of course, simple and precise. Easy to learn and easy to understand are the two key benefits of this knowledge base management software.
The knowledge base is efficient at delivering appropriate business-related data to the customer. The moment the customer or the prospects inquire about any product, the knowledge base software comes up with an exact result. Thanks to the updated technology that keeps the software up-to-date with the information.
Key features you should have in your knowledge base management system
Finding the best knowledge base management system from the market is pretty tiring when you hardly have good knowledge of the features and characteristics of the software. Check out the following features that you must consider while selecting the knowledge base for your intelligent system. This will help you a lot during the time of selection.
· Intelligent and updated content
· Killer search engine
· 360-degree feedback generation
· Reporting and analytics
· User-friendly interface
· Authorized access, if it is included in your employee management software.
· Search engine optimization
· Easy to backup
A healthy knowledge base is absolutely required to build a quality customer experience and enhance productivity. Check out the quality features before you install a proper knowledge base for your system.
Wrapping up
Automation software solutions, along with artificial intelligence technology, have leveraged many businesses in today’s date. Definitely, ecommerce and online retail shops are not an exception in this case. As a consequence, you will find brands are heading towards building a live chatbot for website, integrating employee management software, and other software solutions. While you start investing in these digital solutions, make sure you have separate bucks left for developing an engaging knowledge base.
