{"id":2964,"date":"2021-05-24T08:00:20","date_gmt":"2021-05-24T08:00:20","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=2964"},"modified":"2025-07-28T09:54:12","modified_gmt":"2025-07-28T09:54:12","slug":"kb-platforms-and-chatbots-the-future-of-customer-support","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/kb-platforms-and-chatbots-the-future-of-customer-support\/","title":{"rendered":"Will online KB platforms & chatbots be the next-gen customer support?"},"content":{"rendered":"

Providing easy access to the right information and quickly solving the common issues faced by your customers is key to positive customer support and experiences. And whether you\u2019re a brick-and-mortar enterprise spread out in different locations or an online-only business, there is no instrument of more value than what improves your CX. And there you have your answer \u2014 right chatbots integrated with a comprehensive and well-structured knowledge base<\/a>.<\/span><\/p>\n

Why chatbots? Well, conversational marketing is the latest trend, but conversations take time and effort. Putting chatbots on the vanguard reduces the pressure on support teams substantially.<\/span><\/p>\n

According to a<\/span> survey<\/span><\/a>, 70% of the customers prefer to use a company’s website to get their answers rather than email or phone. And that’s where the need for a knowledge base further signifies itself. Why? Because it’s crucial to include self-service as a part of customer service as your business grows. It is impossible to reply to every ticket raised, and a repository that answers the most frequently asked generic questions is the most obvious choice.\u00a0<\/span><\/p>\n

Read on to find out how chatbots and KB platforms are redefining the CX spectrum both independently and synergically.<\/span><\/p>\n

What is a Customer Service Chatbot, and How is it Redefining The CX Landscape?<\/span><\/p>\n

For all practical purposes, a customer service chatbot leverages artificial intelligence and machine learning to answer your customers\u2019 burning questions. It can be anything from \u201cWhere is my package?\u201d or \u201cWhat are your pricing options?\u201d etc., to whatever you need it to be.<\/span><\/p>\n

The AI chatbots use the information like FAQs and knowledge base articles you\u2019ve made available to resolve customer queries as quickly as possible. Its technology is advanced enough to recognize different forms of the same question and can even provide instant voice responses in tones you prefer.<\/span><\/p>\n

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If you invest in the right kind of chatbot service, it may even proactively suggest options to the customer before they are done typing. And it has implications that go far beyond query resolution. It means consistent support without human involvement, fewer repetitive transactions, and higher customer satisfaction. The question you should be asking is – how can chatbots <\/span>not<\/span><\/i> redefine the CX landscape?<\/span><\/p>\n

That said, there are certain situations where your business might require chatbots more than others. For instance,<\/span><\/p>\n