A Comprehensive Guide To Knowledge Base Software
Enhancing customer service is increasingly becoming a critical aspect for SaaS companies. Statistics show businesses are experiencing hikes in profit by investing in knowledge platforms and services.
The current market trends promote the notion of customers being not just kings but gods. Therefore, the more you invest in creating a desirable experience, the more likely your business will be successful. One way of doing so is through knowledge base portals.
These platforms and associated tools revolve around formidable help desks that provide instant help to queries and issues.
Research shows that around 67% of SaaS company customers are inclined towards self-help services and knowledge base tools through search engine optimization, real-time statistics, live-chat integration widgets, and overall usefulness.
These numbers increase when looking at a global level, where people are constantly looking for ways to reduce human interactions. They reduce the churning of customers and stimulate an astounding relationship with businesses.
This guide will reveal everything about these tools and how you can proactively implement them in your SaaS business.
What Is Knowledge Base Software?
A knowledge base program looks at providing context-sensitive information to clients about the relevant product, service, help articles, and topics.
This program is in the form of an information-dense library and repository and utilizes search engine optimization to retrieve uploaded information.
They compile all the internal and external information about your company’s services and ensure that they are organized in a supportive way.
Not only does it assist the clients but also the workers who would like to access solution-based articles for their concerns. It falls under the Knowledge Management disciple software category.
Why Do Businesses Need It?
Knowledge base platforms are useful for several types of companies. However, if your company is a SaaS company or startup, there is bound to be heavy documentation and analytics.
Businesses actively require self-help platforms built on interactiveness, usefulness, and credibility to stay in touch with customers and provide them with competent experience. However, the underlying purposes can vary among firms.
The following forms a list of the benefits:
Self-Service Customer Support
With people relying less on representative interactions, customers actively seek automated responses through live chat integrations and self-help desks to answer their queries effectively.
While a broad range of customers can access platforms, the tech support teams and agents can focus on complex tasks more efficiently. Standardized queries have automated responses, which can be accessed while troubleshooting.
Team Collaboration and Knowledge-Sharing
Not only do these benefits cater to customer needs and requirements, but they can also help the support staff to gain information and statistics.
Reliable knowledge base tools provide real-time statistics and comprehensive feedback, enhancing the support team’s efficiency by focusing on business weaknesses and critical areas.
Moreover, support tickets can be shared among members while accessing the repository.
Knowledge Base Software Features
While the Content Management System (CMS) program is designed for blogs, company websites, and other eCommerce websites, knowledge base software provides a comprehensive information architecture for editorial functioning.
Front–End Interface
The main focus of the front-end website must be a distinction of categories, effective navigation, and formatting documents. They function as a standard website with the following features:
Back-End Interface
Back-end interfaces must be more comprehensive with editorial information on background workflow, administrative control, and version capabilities:
Choosing A Suitable Software
Investing in these programs can be difficult, especially when you have not done your research yet. Most software offers free trials that give you complete access to the program.
A proper understanding of the industry and the nature of the program can make the choosing process very informed. Moreover, this software is not contract-based. If you are unhappy with the interface, there is no hard and fast rule to stay regardless.
Ask yourself the following questions when choosing one:
Answering these questions can help you determine a solid base of characteristics that you are looking for based on the nature of your unique company.
Final Remarks
Knowledge-based software is in a league of its own. Today, you can easily find more than a quarter of enterprises experiencing customer turnovers and decreased reliance on tech support through this software.
The one you choose will significantly influence business performance, so keep your eye on SEOs, collaborations, and customization facilities. Ensure your research before entering the vast world of self-service.
