If he asks one of his/her coworkers, he will most likely get an answer to his question. Imagine one of your employees has a question regarding some company policy, some specific guideline, or about best practices and is not sure what to do. Having a structured source of internal information can increase your company’s overall productivity and efficiency. Internal Knowledge Base Benefits Increased productivity That’s why having a good and well-optimized knowledge base can reduce your customer churn and put you ahead of your competition.Īsides from this, a knowledge base can greatly benefit your company in various other ways. Nowadays, if your customer can find a solution to his or her issue without having to wait or communicate with someone they will adore your product. Heck, they don’t just expect it, they demand it! And to top that off, customers nowadays expect immediate self-service support. One of the main reasons why customers stop using a product is because they find it too hard to use or they don’t receive the right support. To begin with, SaaS companies have a monetization model that focuses on their Monthly Recurring Revenue (MRR).Įssentially, that means you have to not only convert new customers to use your product but also to keep existing customers happy, so they don’t leave you for your competitor. If you really want your SaaS business to be successful, you will need to start building a knowledge base from day one. Especially when it comes to Software as a Service. Having a knowledge base nowadays is absolutely essential for any business. Revolut is a digital bank and as such, it’s external knowledge base provides information regarding getting started with the app, transaction and card issues, profile related information, and so on.Īll of it concerns directly the customers. If you browse through the Help and Documentation section of any software, that’s their external knowledge base.įor example, below you can see Revolut’s Help Center. It is usually public to everyone and can be easily found online. External Knowledge BaseĪn external knowledge base aims at serving directly your customers. And literally any piece of information that needs to be shared internallyĪn example of an internal knowledge base can be even a Google Drive folder that is shared only within the employees of the company, or within a specific department.Content creation guidelines for content writers.When creating an internal knowledge base, you can include anything that is meant for internal use. Meaning it does not provide access to the users of the platform. Internal Knowledge BaseĪn internal knowledge base serves only the employees of the company. There are internal knowledge bases, used to serve the employees of the company.Īnd then there are external knowledge bases which serve the customers of the product or service. Such examples can be FAQs, how-to articles, troubleshooting guides, or anything that your customers might want to know related to the services you offer.Ī good knowledge base is the perfect solution for providing an excellent customer service while scaling your customer support program.Īt the same time, it can also help your employees carry out their job more effectively by allowing them to focus on their tasks and on what is really important.Īs such knowledge bases can be differentiated according to their functionality. It contains information about your service, product, or about a specific topic. As such, they appear in different formats and with different uses.Īs we mentioned above, a knowledge base is simply a repository of data that works as a self-service helpdesk for your customers and your employees. Nowadays, knowledge bases have become an integral part of any knowledge management system. Now, with the emergence of SaaS, the term knowledge base has taken a more different meaning.īy definition, a knowledge base is a self-service repository or library used to store easily retrievable information about your product, service, or topic.Įssentially, it’s a collection of your company’s internal or external knowledge, structured in such a way that it can help employees or customers find answers to their questions or doubts. At first, it was a term used to describe any complex data storing system that was more advanced than the common relational ‘database’. The definition of knowledge base has changed multiple times throughout the history of the internet.
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