How can knowledge articles be utilized in an organization?

Knowledge articles serve a crucial role in enhancing the efficiency of customer service and support functions within an organization. Utilizing knowledge articles for customer self-service empowers clients to access information independently, which can lead to quicker resolution of queries without the need for agent involvement. This self-service capability not only improves customer satisfaction by providing immediate answers but also allows support teams to focus on more complex issues, thus optimizing resource allocation.

Knowledge articles can include a variety of content, such as FAQs, how-to guides, troubleshooting steps, and best practices that customers can refer to at any time. By enabling self-service options, organizations can significantly reduce the volume of incoming support requests, resulting in lower operational costs and enhanced user experience.