Saravana Kumar, Founder and CEO, Kovai.co

Saravana Kumar has been actively speaking about enhancing customer engagement with knowledge base solutions and the necessity of this solution. Founded by Saravana Kumar, Kovai.co is a premier enterprise software company offering multiple products at scale both in the enterprise arena and in the B2B SaaS space. Based out of Coimbatore, India and London, UK, Kovai.co is a technology partner of choice for many of the world’s leading enterprises to manage and monitor their Microsoft BizTalk and Azure Serverless environments.

 

The quality of organizational engagement with prospects and customers at multiple touchpoints need to evolve rapidly to handle evolving customer needs and queries. Market sees a need for digitalizing certain operations that could smoothen this process and ensure connect across stakeholders.

In the digital age, customers want to be self-sufficient and need immediate help for their queries. Serving customers right can become one of the most expensive and time-consuming tasks for organizations if not done the right way. It is an opportunity for businesses to give, easy to locate self-service tools to customers through an efficient knowledge base software.

A knowledge base is a simplified website for content consumers and creators – it provides a convenient self-help solution to users. If a business’ success involves a great extent of interaction with customers and end-users; then its support system needs to be easy to access, comprehend, and futuristic.

Companies can invest in such Knowledge Base Software and capitalize on their investment.

Here are some of the way’s businesses can take advantages of such solutions effectively:

Improve Search Rankings

A SaaS Knowledge Base has the potential to get companies discovered online, organically. It can house any kind of useful and valuable content – packed with full of keywords and long-tail phrases. These two ingredients – keywords and long-tail phrases related to products and services – are essential to skyrocket search rankings. It allows businesses to improve its website performance, expand its buyer funnel, and initiate a conversation with its customers.

Create, Collaborate, and Publish Appealing Content

From providing answers to frequently asked questions (FAQs) to documenting a new product release or service or update, a SaaS Knowledge Base will help create, edit, collaborate, and publish appealing content instantaneously.

It gives businesses’ the option to save their draft content and makes it visible to the team to work on it. Internal teams will have the freedom to review, modify, and publish the content – both online and offline mode, under one streamlined system.

By centralizing all essential information in one place that can be accessed or edited by internal teams on-the-go response time for customer queries drastically improves. It also reduces the training time of new executives and support staffs, lowers induction cost, and boosts the overall employee morale for the business.

Give A Customer Self-Service Support Tool

The objective of a SaaS Knowledge Base is to help customers access a fully functional knowledge base that they can leverage to solve problems. Today, customers want to discover answers themselves rather than talking to a customer service agent.

Especially, millennials don’t want to wait to speak to a real live human. They need quick answers when they get stuck – like, how to troubleshoot their phone’s sound problems, Bluetooth connectivity, and security issues, etc. A customer self-service support tool will give them access to a list of FAQs, a search bar to find answers quicker, and detailed articles (step-by-step) guidelines to find what they need.

Provide Access to Reliable Information

A verified knowledge base will give customers the liberty to discover a solution without having to validate with staff/customer support team. By providing reliable information using the knowledge base, business can create a positive customer service experience and improve its customer retention capabilities.

Having appropriate and reliable information means keeping answers succinct, adding visuals, and videos to eliminate the need for a support staff, and by giving labels, topic, and articles from customer’s standpoint.

Finally, a competent SaaS knowledge base will be both flexible and versatile. It will give organizations a multitude of options to customize access. Whether they want to restrict the knowledge base to the internal team or allow it to be used by your customers, a well-thought knowledge base will have that option for businesses.

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