Given the fact that knowledge base software usually comes as a web-based SaaS and that the monthly fees are not high, we can freely say that implementing a knowledge base tool is not an expensive investment. This means that you won’t have to make millions off this investment to get back the money you paid.
However, this is still a business investment and, in business, you need to cover all of your expenses and make sure that you are getting value for the money you invested. You need to find ways to use your knowledge base and improve ROI so that you can even make money from it. Yes, it is possible to earn with your knowledge, but only if you know what you are doing.
A knowledge base is a valuable solution that can be used and implemented by most business organizations today. It’s when you understand how little opportunities for improving customer support online exist, you will know that a knowledge base is precious.
Make it clear that you have a knowledge base
What one of the biggest mistakes companies make is that they put their knowledge base on some hidden page on their website, and then they wonder why there are no visitors. No matter how logical it sounds to put your knowledge base somewhere visible, there are a lot of those who forget to do this, and a lot of their website visitors don’t even know that they have a knowledge base.
To get adequate ROI from your knowledge base, you will first need to have visitors on it; there is no way around that. Everything starts with your customers and ends with them. After all, they are the ones who will give you the money for your products, services, and rely on your knowledge base to get valuable information.
Make it clear that you have a self-service portal and that you point out where it’s located. It’s a good idea to put it on your homepage, somewhere in the corner, so that it catches everyone’s eye when they land on your site.
Manage the content in your knowledge base
Although it is a good idea to rely on knowledge across your entire business organization, this still doesn’t mean that you should make your database a dumping ground where you will put all of the resources and documents that come your way. A knowledge base system has a lot of options and features that allow you to manage your content in a more meaningful and careful way.
Some of these features include rating systems so that visitors can see which content was the most helpful, tracking algorithms to see which resources are used most often, a comment section to see essential discussions and opinions. Managing content also includes improving all of the resources you already have in your help documentation software.
There are also systems that have tools that allow you to recognize when a particular piece of content needs to be replaced or updated. You can provide your users with an option to do this themselves. Additionally, be active when managing comments and getting involved with the community. It’s more about quality than quantity; you will put a lot of information in your knowledge base over time, but you should always ensure that it’s valuable.
Use your knowledge base for marketing
People who use your help documentation software are not there only to read manuals, watch video lessons, and look for FAQs. They will also be spending time on your website and your self-service platform to learn more about your products, services, and your entire business; that is if you allow them.
When you are attracting a lot of people in your knowledge base, you already have an engaged audience that is open to learning and acquiring information. You should make sure to take advantage of this opportunity and try to passively promote your products or services and bring them closer to your visitors.
There is nothing wrong with including information about your service products, as long as you make it concise and valuable. Talk about objective things that you possess and offer to clients. On top of that, you can design your knowledge base so that it is representative of your brand. This way, people will remember your name, and they’ll be more open towards your business.
Use your knowledge base to train employees
A well-designed and implemented knowledge base can significantly help with employee training and reduce the time and money needed to teach your employees essential skills. A knowledge base that has quality content and a search engine can be a great information hub for training materials and practical guides.
A knowledge base can serve as a social forum for learning, as employees can share resources, communicate, collaborate, answer questions, and create learning networks with features that most systems have. A knowledge base can be used both externally, to provide customers with valuable information, and internally, to help employees learn more about the resources available to them and to improve their skills and knowledge.
If you focus your efforts on the things we mentioned today, you will passively improve your business profits in various fields. This is how to create online documentation that is truly valuable both to your customers, as well as your business. Not only will the community around your business be happier, but it will grow significantly.
Author Bio:- Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledgebase tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.