Are you thinking about why your employees might need a knowledge base? There are many reasons why it can be useful for different teams.
If your business is expanding or you are hiring,
are you willing to invest in an expensive training program? If you have access to documentation, you can create a customized training usa phone number data program. You can use it to help new employees learn the product and integrate into the organization. You can quickly train employees on new features.
The customer support team can access this information at any time. They can easily resolve customer issues or guide them to take corrective actions.
HR teams can develop policies and guidelines, especially if the workforce is dispersed.
Other teams, such as sales, marketing
, and development, can use the platform to publish documentation on methodologies, brands, standards, and more.
Having a knowledge base means data is always accessible. Onboarding new employees is faster. It becomes easier to enforce policies uniformly. On the work side, it helps maintain brand guidelines and reduces customer service issues and one-page website templates pre-sales inquiries. Here are some interesting tidbits you might want to consider. 47% of companies with a knowledge base saw a positive increase in sales. 45% of companies that participated in the survey said they observed an increase in sales through self-service. Meanwhile, 54% saw an increase in web traffic3 . The
most important benefit? Your team will be able to provide a rich experience for your customers.
A knowledge base for your customers
Does a customer’s relationship with you end with a sale?
No, it doesn’t. In fact, customers often contact you after a sale—to ask questions about a product or service, or they may just be looking for information. A study conducted by Coleman Parkers for Amdocs found that 91% of respondents belgium numbers would use an online knowledge base if it was available and appropriate for their needs2 . A knowledge base is like a self-help center where customers can find information instead of calling customer support.
You can use a knowledge base to:
- Onboard your new customers easily.
- Help customers learn and use the product on their own.
By consistently delivering high-quality content, you can continue to build relationships with customers long after a sale has been made. Knowledge bases help retain customers.
In both cases, information must be available in an easy-to-understand format, wherever and whenever people need it.
Knowledge Base – Single Source of Truth
As customer needs change to meet business demands, the applications and products that meet such needs will also change. It is critical that documentation keeps up with this pace of change and provides a single source of information for both customers and your employer. So how do you achieve this? Simple, a knowledge base!
A knowledge base will be the platform for a “single source of truth” that contains the latest version of information about a feature or functionality.
It consolidates enterprise data materials from different sources so your team (sales, support, marketing or training) can access the absolute latest information with your customers. A knowledge base helps avoid misunderstandings and enhances the all-around customer experience.