A knowledge base system is a fairly new business technology solution that is available to all types of organizations. Everyone can afford one as they are not expensive. You can find on-site implemented solutions, but in most cases these solutions are offered as software as a service SaaS.
Despite the fact that they are inexpensive, a lot of businesses aren’t convinced that these systems can help them and, more importantly, they don’t understand what ROI it would provide them. Naturally all business investments need to return the money that was invested directly or indirectly, no matter how big or small they might be.
When it comes to knowledge base systems, you need to know how to use one for the benefit of your business and that’s how you will increase your ROI. There are many ways in which you can use one and today we will talk about the most important ones.
Market your Business through Knowledge Base
For most people, a knowledge base system is about customer support, as its primary use is to work as a database of valuable information that can help customers. However, apart from the fact that you can include manuals, videos, Q&A pages and other content that can help your customers, you can also use this platform to promote your business, discounts, services, promotions, products and so on.
The amazing thing about a knowledge base platform is that people will naturally start browsing it. This means that you will have engaged visitors that come there to learn new things and acquire specific information. This is a perfect opportunity you should take advantage of to promote your business and what your are all about.
It’s not wrong to provide information about your business and promote yourself directly, still don’t turn your knowledge base into a marketing pitch. Talk about the value that you provide and be objective. Throw in your key selling points and don’t make it overwhelming.
Explore Branding Opportunities
When you’re implementing a knowledge base on your website, it becomes an online asset and a part of your business. This means that it will be recognized as a part of your brand. Through it you can grow your brand and make your business memorable.
Unique designs are one of the most noticeable aspects of a brand and starting from there would be a good idea. First of all, make sure to include your logo and company name within your knowledge base. Add images that reflect your brand and bring your business closer to people.
This is a good stage to show your thoughts and policies, and establish a connection with potential customers. Use the content you write within your knowledge base to address people, build your reputation and show them your core values.
Use Knowledge Base as A Training Tool
One of the business incentives most companies are reluctant about is employee training. A lot of companies are not sure whether they should invest in employee training because they cannot measure their ROI. On the other hand, it can cost a lot of time and money and this is what bothers most companies.
When implementing a knowledge base both externally and internally, not only will it be a valuable source of information for your customers, but for your employees as well. You can use your knowledge base as an information hub where you can add training materials with limited access for employees only, or they can learn through it passively.
Simply put, by using the knowledge base to help customers, find important information about a business such as protocols, processes or products, they will learn through their work without even being aware that they are attaining new knowledge.
Additionally, a knowledge base can also function as a social forum that promotes learning, as it allows people to communicate, collaborate and share valuable resources.
Open your self-service portal
When you implement a knowledge base externally, it means that it will be primarily oriented towards customers and that they will be able to access it freely. After setting it up, adding content, designing it and optimizing it to work smoothly, the only thing you will have to do with your knowledge base is to update it.
Depending on your type of business and how innovative you are, this can be more or less frequent, but it doesn’t happen that often. You won’t have any other commitments around your knowledge base, as customers will access it and search for the information they need on their own.
This is a powerful portal with a search engine where customers can learn everything they want about your business, services and products. A self-service customer support channel that can take away the pressure on your customer support staff. A lot of people prefer to find what they need for themselves at their own pace, and without having to talk to anyone.
This is how you will save valuable customer support resources, while allowing people get the help they need on their own. You won’t be forced to hire more customer support employees, and you’ll give people different options on how to get the information they need.
Make your knowledge Base Visible
In the end, it’s important to remember that you won’t be able to achieve none of the things mentioned above unless you make your knowledge base visible. People need to know that you have one and that they can use it if they wish.
This means implementing your knowledge base on your site and giving clear instructions on how to access it and how it can help visitors. Emphasize the valuable information that people can find within your knowledge base and you will slowly be able to build a community around it.
Through this community, you will be able to improve your ROI with the examples mentioned above and many others that you can explore.
By putting some effort in the aspects of your knowledge base that we mentioned today, you will increase the profits in different aspects of your business and save money. Your customers, employees and your whole business can benefit from implementing this kind of platform.
Author Bio:- Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.