A good Knowledge Base of information on your product or service is an incredible asset. This should be indexable by Google and easy to find and navigate. If you want to scale as a business and are selling a product in particular it is critical you have as much information available as possible so people can get the help they need on their own if necessary.
While I’d like to think a human is always available to provide all the information needed to solve all the problems, at times many people would love step by step guides on how to help themselves as well. A lot of people are independent and like solving their own problems, or get answers to any questions they might have without having to speak with someone or wait for an answer from a form/email.
Your team is a wealth of knowledge and its important to document all of that in a place that can be used to the benefit of the business (both the company internally and your customers). If you have a process that is complicated or requires some sort of reference towards materials, its important that you have it documented.
Its a great project for your team, and it will fill their “free time” throughout the day as well. All team members have it, and its the responsibility of the manager/leader to drive efficiency that benefits the business.
In addition, the team members who build out this content will appreciate the fact that they are part of something larger, that they are supporting the business, that they have some ownership over the process while driving the company forward.
It’s also important to have different types of content. Walkthroughs on the product, lifecycle docs, journey maps, data tables, even screenshots with arrows/callouts could be useful. In addition, I’m a big fan of “micro” content. 30-60 videos that describe a process or demonstrate how something works. You can do this quickly and easily with tools like Vidyard and Loom, and that is easy to host on a public youtube channel so you can embed it anywhere and get support out to your customers and team as quickly as possible.
I’ve done this at multiple companies and it is a great way to support your team and your clients. Think less about putting out perfect content, and more about the utility of it. You can always go back and re-edit when you gain more resources or when the product or service offering is updated.
As always, here is what Chat GPT has to say:
Building a Knowledge Base for your SaaS company is a valuable initiative that can enhance customer self-service, reduce support ticket volume, and improve overall user experience. Here’s a step-by-step guide on how to create a Knowledge Base, including the team involved and the information it should contain:
1. Define Objectives and Audience:
- Clearly define the objectives of your Knowledge Base. Understand who the primary audience is (customers, internal teams, etc.) and what problems or questions they need answers to. Align the Knowledge Base with customer needs and business goals.
2. Assemble a Knowledge Base Team:
- Identify team members responsible for creating and maintaining the Knowledge Base. This team may include:
- Content Writers/Editors: Responsible for creating and editing articles.
- Subject Matter Experts (SMEs): Provide in-depth knowledge on specific product features or functionalities.
- Customer Support Representatives: Offer insights into common customer queries and challenges.
- Technical Writers: Translate complex technical information into user-friendly content.
3. Select a Knowledge Base Platform:
- Choose a Knowledge Base platform that aligns with your needs. Popular options include Zendesk Guide, Confluence, Help Scout, or custom-built solutions. Consider features such as categorization, search functionality, and integration capabilities.
4. Identify Key Topics and Categories:
- Determine the key topics and categories that should be covered in your Knowledge Base. This may include:
- Getting Started: Basic setup and onboarding information.
- Features and Functionality: In-depth guides on each product feature.
- Troubleshooting: Solutions to common issues and error messages.
- Integration Guides: Information on integrating your SaaS product with other tools.
- FAQs: Frequently asked questions with detailed answers.
5. Create Clear and Concise Content:
- Develop content that is clear, concise, and user-friendly. Use a consistent tone and style throughout the Knowledge Base. Break down complex information into easily digestible sections and steps.
6. Prioritize Content Creation:
- Prioritize content creation based on customer feedback, support ticket analysis, and the frequency of inquiries. Start with the most critical topics and expand over time.
7. Encourage User Feedback:
- Implement mechanisms for users to provide feedback on Knowledge Base articles. This can include thumbs up/down, comments, or a feedback form. Use this input to continuously improve and update content.
8. Update Regularly:
- Establish a schedule for regular content updates. This ensures that the Knowledge Base remains accurate and up-to-date as your product evolves or new features are introduced.
9. Implement Search Optimization:
- Optimize the Knowledge Base for search engines and implement an effective search feature within the platform. This helps users quickly find the information they need.
10. Integrate with Customer Support Tools:
- Integrate the Knowledge Base with your customer support tools. Link relevant articles within support tickets and chat interfaces to provide immediate assistance.
11. Promote Self-Service:
- Promote the Knowledge Base as a self-service resource. Include links to relevant articles in onboarding emails, newsletters, and within your product interface.
12. Utilize Multimedia:
- Enhance the Knowledge Base with multimedia elements such as videos, screenshots, and interactive guides. Visual aids can significantly improve user understanding.
13. Provide Multi-Language Support:
- If your customer base is international, consider providing multi-language support within the Knowledge Base. Translate key articles to cater to a diverse audience.
14. Monitor Analytics:
- Monitor analytics to understand user behavior within the Knowledge Base. Identify popular articles, search queries, and areas that may need additional clarification or expansion.
15. Document Internal Processes:
- In addition to customer-facing content, use the Knowledge Base to document internal processes, best practices, and guidelines. This can serve as a resource for your team and contribute to internal knowledge sharing.
16. Implement a Feedback Loop:
- Establish a feedback loop between customer support teams and the Knowledge Base team. Regularly gather insights from support interactions to identify gaps in the Knowledge Base and address them proactively.
By following these steps, you can build a robust and user-friendly Knowledge Base that empowers your customers and contributes to a positive user experience with your SaaS product. Regularly evaluate and update the Knowledge Base to ensure its ongoing effectiveness.
Robert Statsky 