How to Make the Most of Your Knowledge Base

Insight from our May 17, 2016 #ICMIchat

Q1: How do you define a knowledge base?

What is a knowledge base?

Q2: How often do you (as a customer) use knowledge bases

for service?

When & Why Customers Use a Knowledge Base

Q3: What are the characteristics of a well-designed knowledge base?

Characteristics of a Great Knowledge Base

Q4: What’s the best way to keep knowledge bases accurate and

up-to-date?

Keeping Knowledge Bases Up-to-Date

Q5: Is it possible to measure CSAT in knowledge base? How?

Measuring Knowledge Base Customer Satisfaction

Q6: What’s next for knowledge bases? How will they look

different in 5 year?

The Future of Knowledge Management

Join us Next Time!

Check out our forum for a full recap: http://ubm.io/1RzMpI4

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