Why Your Business Should Have a Knowledgebase
The closer and more accessible you are to your customers, the stronger your business is and the more profitable it can be. A knowledgebase allows you to stay in touch with your customers (one to many) and is a great way to leverage your resources to nurture your customers on a continuous basis with a one-time set-up and minimal effort for upkeep.
Acting as an intermediary platform, a knowledgebase helps open those windows for your customers. It gives them a point of touch, and it allows them to take a glimpse about your business, products or services.
If you have customers, they have questions. When money is at stake, your customers demand answers opposed to merely asking or requesting.
That’s the reason most businesses host anywhere from simple FAQ pages all the way to full-time support desks manned by agents. Somewhere in between, you have a Knowledgebase that plays the role of an answering agent, without you having to hire anyone.
More importantly, here’s why every business should have a knowledgebase:
Answer Pre-Sales Questions
Use a knowledgebase as a databank for information you might want your customers to be privy to. You could use it to support your sales efforts, make it easy to answer pre-sale questions your prospects are likely to have.
Often, a knowledgebase can also act as a handy, accessible, and web-based resource for roving sales people to quickly glean information from.
Supplement Your Support Team
A knowledgebase is a compliment to your help desk or your customer support team. It’s also works as a ready hub of resources that delve into technical details, supporting documentation, and guides for your customers to follow.
The more technical involvement your product might require (say, SaaS applications, apps or software), the more a knowledgebase helps to supplement your support team.
All this digital intervention from a knowledgebase happens before a support ticket is raised.
Use A Knowledgebase To Teach And Train
Teaching and training customers is the best thing you could do as a business. Teaching takes you several notches closer to your customers and calls for deep involvement from both you and your customers. Since there’s an element of learning involved for your customers, there’s also a growing sense of loyalty that they’d feel.
While a knowledgebase might not replace the effectiveness of a webinar, live classroom, or a real training session, it can at least get the ball rolling.
Inspire Your Customers & Bring In Social Proof
Illuminate the effectiveness of your products, demonstrate the value of your services, and show how your business adds value to your customers by “showing”, and not “telling”.
A knowledgebase helps you showcase case studies, narrate stories, and even demonstrate visually (complete with videos and screencasts) about how your products work or how you helped other businesses or individuals.
Build A Community
You can build an entire community around your business, products, and services. Plus, it gets your customers talking, planning, suggesting ideas, and actually solving problems for others customers.
Many businesses use a knowledgebase coupled with a growing community of passionate users, and business owners to get feedback, introduce new features, and gain insights on products they wouldn’t have access to otherwise.
Given the cost of putting up a knowledgebase is low and the apparent string of benefits for businesses to host a knowledgebase, there is no reason why every business shouldn’t have one today.