As your Software as a Service (SaaS) business grows, so does the pressure on your support teams. The increase in the number of support requests and repetitive questions drain your resources and time. What if you could empower your employees and customers to find their answers independently, freeing your team to concentrate on business growth and innovation.
To address this problem, many organizations are switching to self-service solutions. In fact, according to Mordor Intelligence, about 70% of customers prefer a self-service application from a company’s website. The growing demands for self-service systems underscores the need for a well-developed knowledge base to offer scalable answers to employees and customers, reducing support teams’ workload.
By improving SaaS customer support through knowledge bases, you can boost your business efficiency and improve customer satisfaction. Support agents spend a lot of time answering the same questions when they can use their valuable time on innovation. A well-designed knowledge base solves these problems by offering a scalable solution that empowers both the support teams and users.
In this blog, we’ll discover how knowledge base streamlines business efficiency, reduces pressure of support teams and improves SaaS customer support driving business growth.
What is knowledge base?
A knowledge base is a vital tool for SaaS companies as it offers a solution of self-serving answers to users, improves customer’s onboarding experience and minimizes support requests. SaaS companies are using this indispensable tool to streamline their business operations, reduce support costs and offer better experience to customers.
Why knowledge base is important for SaaS business?
A knowledge base is the centralized repository helping employees and customers with the required knowledge to solve their problems. It provides self-service solutions reducing the strain on the support teams. To improve customer onboarding experience and minimize the volume of support tickets, a well-maintained knowledge base has no alternative. By leveraging the external and internal knowledge bases, the SaaS companies streamline the operations.
Let’s explore the unique features and benefits of external and internal benefits to understand their impacts on SaaS businesses.
What is External Knowledge base?
An external knowledge base is an organized data repository that helps the support teams and users efficiently. It is built for providing knowledge support to customers and users outside the company. They can access self-service to get product related information and troubleshoot their problems.
The external knowledge base includes:
Product related features
FAQ sections
Troubleshooting information
Guides to installation and product usage
Product features and use related videos
Benefits of external knowledge base for the SaaS business
1. Improves Customer Experience
The external knowledge base helps the customers solve their common issues with the predesigned support system without the need of any support team. They find the answers of very common questions independently. By using aknowledge base for customer experience, businesses empower the users to independently solve their issues.
2. Self-Service Support System
The external knowledge base provides self-service that works 24/7 and the users get every necessary information whenever they need. They can access quick information round the clock and the best thing is that the global customers can find the solution to their problems anytime. The SaaS business improves the customer experience with the independent self-service system.
3. Improves Brand Visibility and Better SEO
The search engines index the external knowledge base so the customers find it very convenient to discover the products and services they need. A well-structured knowledge base drives traffic to the websites providing the essential solutions users search for and enhancing the online presence of the SaaS organizations.
4. Minimizes Customer Churn Rate
A well-maintained external knowledge base is the powerhouse to scale your customer satisfaction as customers solve their problems and know the product better with this. Satisfied customers remain loyal to your SaaS products helping you to reduce the customer churn rate.
5. Improve SaaS Customer Onboarding
With the external knowledge base, you help new customers with the product usage and its features. It can improve SaaS customer onboarding process reducing time to educate customers about how to use the product. Also, customers are encouraged to adopt the product that is crucial for SaaS organizations.
Thus, the external knowledge base helps a business to maintain customer satisfaction. Let’s now understand the internal knowledge base.
What is Internal knowledge base?
The internal knowledge base is created for the internal staff and employees. Specific information like the processes of your company, tools and techniques you use, policies and best strategies that work for your company are the internal information. The access to this information is not open to all but limited to within the internal part of a company.
In an internal knowledge base, you find:
HR policies and procedures
Product documentation
Guides for new hire onboarding
Technical guides
Troubleshooting guides
Benefits of internal knowledge base for SaaS companies
1. Enhances Efficiency of Internal Staff
As it acts as the repository of information, the employees don’t have to spend a lot of time searching for the data. Rather they can invest their time in innovation, growth and solving more tasks.
2. Streamlined Onboarding Process
The new hires need much information about the business process, strategies and policies. The internal knowledge base helps them access the quick information reducing the onboarding time. The new employees go through a complex learning curve but the internal knowledge base eases this process with the comprehensive information about the training materials and policies.
3. Quick and Easy Collaboration
The internal team members contribute shared knowledge that improves the task process and performance. It brings consistency among the team members. Employees can share their knowledge and expertise to one another developing a culture of knowledge sharing in the workplace.
4. Minimizes Repetitive Questions
The support teams get repetitive questions from the new hires and it unnecessarily kills their time that they can spend to focus on other important tasks. The knowledge base helps the employees find the answers of their common questions reducing the pressure on support teams.
5. Reduces Training and Support Cost
Businesses now can reduce SaaS support costs with the Knowledge base that helps in reducing the support need and training time. The pressure or strain on the IT and HR teams reduces as support requests decrease.
Conclusion
Maintaining an external and internal knowledge base is crucial for SaaS startups. They improve internal efficiency and enhance customer experience. Avoid letting the high-volume repetitive support requests slow down your startup's growth. Invest in a knowledge base like Guidejar today to strengthen your business and boost customer satisfaction!
