Creating a great customer service experience for your audience is essential. But it’s arguably even more important for SaaS companies with tools that aren’t always the most self-explanatory or simple to use. To lower your volume of support tickets and give customers a self-serve support alternative, you need to provide customers with a comprehensive, self-service portal. That way, they’ll be able to find the support answers they need on their own time.
There’s a growing market for SaaS knowledge base solutions – for a good reason. They help companies organize their knowledge and provide a self-service option for their customers. But a knowledge base can help you with so much more than just basic SaaS customer support. It can serve as a marketing aid (and so much more).
What Is A Knowledge Base?
Simply put, a knowledge base is a platform that includes a collection of questions, answers, guides, and documentation related to a product or service. Users are able to type a few words and find answers to common questions about the product. There are also private knowledge bases. These are collections of documents you create as a resource for your teams. For example, you can create a private knowledge base for your customer support team to help them find answers to common questions much faster. We’ll go through the advantages of a SaaS knowledge base now.
Advantages of Knowledge Base
SaaS knowledge base solutions are generally customizable, although less so than custom solutions. You can create a good-looking knowledge base with no coding on your part. This means you don’t need to invest expensive and valuable developer time, or agonize over what features to include.
Of course, if you develop a custom solution, you will have absolute control over the form and function you want your knowledge base to take. This could be a good thing – or you may end up with scope creep. Being able to include every feature requested might mean you end up with a mess. SaaS knowledge base vendors understand the problems faced by customers and deliberately build the product with the most popular features. Most of the time, these are the features you badly need.
Customer Support Plus Marketing
Knowledge base articles can help demonstrate the quality of your product and set your company apart as an authority figure in your industry. They allow you to show off the features of your software to those who haven’t become paying customers just yet. Here’s how Slack does it in their knowledge base posts:
The more versatile and built out that your knowledge base is, the more effective it will be as a marketing tool since it will appeal to a much wider audience.
Easy to learn
SaaS knowledge base solutions usually don’t require any training because they’re out-of-the-box solutions – as simple to pick up as a normal content management system CMS. That’s basically what they are. SaaS knowledge base user interfaces are deliberately designed this way so users are familiar with their environment and can get started right away.
Gain Valuable Insights
Creating a comprehensive knowledge database can be incredibly insightful for your team. If you can measure and view which kinds of articles are getting the most attention, you can increase your customer support success by creating more similar content. Or, you can improve what’s already there.
Freshdesk’s reporting and analytics features make it easy to view similar insights.
Your SaaS solution will be up-and-running right away. Building a custom in-house software demands a development period. If you have time to spare, then great. Otherwise, your new knowledge base may not get completed in the time you’d like. If your engineers have to split their time between your company’s flagship product and an internal tool, the external product is probably going to win.
You might not have time to wait for a solution to be developed, in which case SaaS is your best option. The typical on-boarding time for SaaS knowledge bases is minutes. Since it’s hosted on the cloud, you don’t need to install the software on any systems or set up any security measures. All that is done for you by the SaaS solution provider.
Boost your SEO
You probably already know that blog posts help boost your SEO. But did you know that knowledge base posts can do the same thing? They have huge potential for helping you grow your audience organically, while also serving up the kind of content search engines love.
Knowledge-rich articles are full of fresh content that you can pack full of keywords and long-tail phrases. This can skyrocket your rankings. With some more effort, you can optimize each post to its maximum potential. And you don’t even have to be an SEO expert to do it. Identify the keywords that best help you reach your SaaS goals for each piece by using SEMrush like tool to find keyword suggestions.
The great thing about dedicated knowledge base solutions is they are usually leaner than full-stack help desk solution – thus making them cheaper. A SaaS knowledge base is also cheaper than self-hosting because you are renting the software from another provider. The provider takes care of all the servers, hardware, software and deployment behind the scenes. If you develop it yourself, you also risk wasting time on features you later find you don’t actually need.
Improve Employee Productivity and Encourage Collaboration
Research shows that 20 percent of employees’ time is spent searching for information they need but can’t find. That means that employees spend one-fifth of their workday searching through cluttered inboxes. By giving agents a shared platform, you can help them centralize all of this knowledge instead and make it searchable. That way, they aren’t stuck combing through inboxes and thousands of tickets to find the one piece of information they need.
Knowledge bases can also give your agents a platform to collaborate on issues, ask questions, tag one another, or leave comments, which can give productivity a huge boost. The collaboration features in Freshdesk make it possible for your employees to collaborate with one another whether they’re across the world or right next to each other.
Made by the experts
SaaS knowledge base companies have dedicated their entire business to this one particular type of software, so it’s likely they are the experts. As good as your IT team may be, you may not have this type of expertise in-house. This will take time for your staff to acquire.
The key to success with SaaS is to choose a solution that has a product roadmap in line with your company vision. Go through the product’s documentation or ask the company’s sales team. If their answers don’t fill you with confidence, that will be another reason to choose a different product.
SaaS knowledge bases are based on best practices from other industries and crowd-sourced from a dedicated customer base. By aggregating feedback, a SaaS knowledge base will be better than one you could develop yourself. SaaS knowledge base companies will always be working on adding new features. Competition forces them to continuously iterate. If a new industry standard emerges, you can bet your SaaS solution is focused on integrating it into their software.
A knowledge base software can take your SaaS customer support to the next level. Focus on building a comprehensive knowledge base that will continually satisfy your customers, all while providing tons of unexpected benefits like customer insights, improved SEO, and more.
Your ideal product is SaaS knowledge base solutions if you want a solution that can help your customers self-serve. They do exactly what they say. They’ll get you up and running straight away and are easy for your employees to learn. There’s no messing about with code or development cycles. You can focus on running your business. Now there are many affordable, dedicated SaaS knowledge base solutions. These are perfect for your startup’s budget and mission.