As your startup grows, you’ll need more training, faster responses to queries, and more communication between customers and employees. A customer’s contact with your product continues even long after purchase. You must be available from the minute customers land on your website until long after your products have been sold.

All concluded transactions start a long-term business relationship that can generate profits. As a result, it’s critical to maintain continuous contact with your clients following the sale. According to research, 81% of customer service professionals are accelerating self-service initiatives like knowledge base articles, community portals, and chatbots to give customers the information they need quickly.

Providing excellent post-sale service to your consumers can be as simple as creating and maintaining knowledge base software. A knowledge base that is readily available aids teams in:

• Reduce customer support tickets
• Fix customer service issues faster
• Provide more helpful content in marketing
• Close sales deals faster
• Insights teams can more efficiently distribute their research.

What Is a Knowledge Base System?

A knowledge base is a system used to organize and store your company’s data. Employees and customers can use the knowledge base software to find the startup or business information quickly. Knowledge base systems are designed to serve as your company’s personal “Google“.

The knowledge base system is a more resourceful method than old manuals which were used before the internet to provide instructions. The knowledge base provides users a location to find answers to queries and acts as a guide about their product. Knowledge base software has a collection of product-related queries, answers, and documentation.

Private knowledge base systems are also available. These are groups of documents you create for your employees to use as a resource. For example, you can develop a knowledge base for your startup customer service team to help them in finding answers to solve issues much more quickly. A knowledge base will offer your personnel the information they require to provide excellent customer service continually.

Benefits of a Knowledge Base System for Your Startup

Improved Customer Support

One of the main advantages of employing a knowledge base, such as Helpjuice, is that it is accessible 24/7 and your customers can get information from any device whenever they require it. They don’t have to wait till the morning to seek assistance for a problem that could have been resolved in a few clicks.

For an international audience spread over many time zones, you can deliver consistent support to all of your clients at any time of day or night. Every customer in your database gets the same high-quality customer service quickly and without having to clarify their issue to customer service representatives.

Even if you sell thousands of products every year, a knowledge base allows you to provide personal service to your customers. It’s impossible to provide high-quality service to each user without a knowledge base. You can provide customers all the help they need if you have how-to manuals, FAQs, tutorials, or infographics that show them how to use your product.

Improved Employee Confidence

Many employees would favor finding their answers rather than relying on others. For example, a newly hired employee may feel uneasy about asking many questions, although their job allows them to do so. Knowledge base software will assist employees in this problem by providing relevant information about the business activities.

Increased Customer Retention

Knowledge base systems result in better employee engagement and team collaboration, leading to a more productive workplace. Additionally, knowledge base systems lead to better customer service and more effective customer support, resulting in happier customers who are less likely to churn at the end of the chain. Knowledge-base systems aid in improving content and the initiation of good dialogue. According to research, a 5% increase in customer retention can result in 25% more profit.

Better Documentation

Another advantage of having a knowledge base system is managing your documents. This is critical for keeping your information current and relevant. Your employees and customers will not be able to use your documentation if it is outdated.

Most knowledge base software offers a built-in procedure for keeping your documents up-to-date. Maintaining your records is also necessary to ensure that you are capturing all of your company’s expertise for future usage.

Consider what would happen if a partner, who has been with your startup since inception, decided to depart. That partner’s experience and knowledge would be gone with them. With a knowledge base system, you can create documents to capture their experience and knowledge. This helps your employees benefit from the knowledge, ensuring your startup’s long-term success.

Up to Date Information

Employees generally dislike training sessions and lengthy meetings. They may overlook critical information if they are out of focus for a moment or are not performing great. To help with these situations, knowledge base systems are preferable.

When employees desire or are at their best, they can use the knowledge base to receive the required information. You can keep the information up to date and generate constructive debates, which will help your startup in the long run.

Better Response Quality

When a customer phones a customer service desk and asks the same inquiry of agent “A” and agent “B,” they can get a different answer. This frustrates your customers and produces misunderstanding among your representatives as to which answer is the correct one.

A knowledge base system helps solve this problem. Agents can search up a query in the database, discover the correct answer, and then convey that information to the customer utilizing a knowledge base. Achieving a consistent response quality is critical to your client experience.

Endnote

A knowledge base system saves both your customer service team and your customers time and effort. Customers receive what they require, and when they want it, without dealing with people. Your staff will have fewer calls to answer, will spend less time on repetitive duties, and will be able to focus on critical concerns.

With a knowledge-based system, you spend less while earning more due to increased conversion and customer satisfaction.