Why a self-service knowledge base is important?

Self-service knowledge base software is one of the most essential tools for any business today, let along just software businesses.

Before you could choose a knowledge base software, you need to understand why it is important to have one, and how it affects your business and customers.

In this article, let me explain all the business values of having a self-service knowledge base, and how it can help you improve your customer experience and reduce support costs.

What is a self-service knowledge base?

A self-service knowledge base is a collection of pre-written information about your product or service that is intended for your customers to help find answers to their questions without having to contact your support team, and wait for a response.

Since a self-service knowledge base is available 24/7, your customers get their queries gets resolved instantly, and they don’t have to wait for your support team to get back. Above all, this helps you reduce your support costs, and improve your customer experience.

What is the business value of a self-service knowledge base?

A self-service knowledge base is one of the best investments you can make for your business, when you want to optimize cost, and reduce redundant support requests. Here are some of the business values of having a self-service knowledge base:

1. Centralized information repository

Since all your product’s information is available in one place, it is the easiest way for your customers to find answers to their questions. This information consolidation helps your team and customers to find the right information quickly, and streamlines information retrieval for important questions about your product.

2. Reduce new employee training time

With your own self-service knowledge base, you can easily onboard new employees, and reduce their training time by providing them with all the information they need to know about your product. This can be easily achieved with an internal knowledge base , where you can store all your internal documentation, and share it with your employees.

3. Data-Driven Insights

Some of the best knowledge base software provides you with data-driven insights about your customers, and their behavior. These insights gives you insights into what more information you can add to your knowledge base, and what are the most common questions your customers are asking.

4. Scalability and Flexibility

Unlike customer support agents, a self-service knowledge base is available to your customers 24/7, and can handle any number of information requests at the same time. This helps you scale your self-service support, and provide your customers with the best experience possible. Since knowledge base software is highly customizable, you can easily tailor it to your specific needs, and make it work for your business.

5. High ROI (Return on Investment)

Self-service knowledge base software is one of the best investments you can make for your business. A KB software is write-once and read-many times, which means you only have to write the information once, and your customers can consume the content as many times as they want. This helps you reduce your support costs, and improve your customer experience.

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Meet featureOS Knowledge Base

featureOS Knowledge Base is a self-service knowledge base software tailored for modern product teams. It is simple to use, powerful and customizable. Here are some of the features you get with featureOS Knowledge Base:

• Markdown Editor - Write your knowledge base articles in markdown, and publish them instantly.
• Custom Domain - Use your own custom domain for your knowledge base, and make it look like a part of your website.
• Custom CSS - Customize the look and feel of your knowledge base with custom CSS.
• Real-time Collaboration - Collaborate with your team in real-time, and get things done faster.
• SEO Optimized - Get more organic traffic to your knowledge base with SEO optimized articles.
• Analytics - Get insights into your knowledge base articles, and understand your customers better.
• Superfast Support - Get superfast support from our team, and get your issues resolved quickly.

Sign up for featureOS Knowledge Base today, and start building your self-service knowledge base.