Scaling your SaaS startup with a Self-Service Knowledge Base
Too many customers can be a problem!
Confused? Having too many customers at the same time is a problem. And it’s one of the major issues that every growing startup faces. When a business is young and has a few customers, the business is usually dedicated to help all their customers personally. However, once a business starts expanding, this becomes difficult.
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And a business that is growing rapidly cannot provide efficient customer support. Not being able to help your customers when they need your help can be damaging to your rising brand reputation. As the number of customers rise, their queries increase could become mind-numbing. Your support teams may get exhausted to the point when they can’t handle any more customers.
Each startup tries to find ways to balance rapid increase in customers. However, the simplest way to manage the problem is to create a self-service knowledge base.
It may sound like bad advice, but in practice, self-serving knowledge bases often solve scaling issues related to customer support. We are going to explore that as we go ahead in the blog but first let’s look at some statistics related to knowledge bases.
Self-serving knowledge bases are common in every industry. Almost every established business has a knowledge base of its product or service. It’s even more common if you are a SaaS startup.
Why Your Startup Needs a Knowledge Base
One of the key factors responsible for the success of a new business is customer retention. Focusing on new customers is important for a business, but if a business can’t retain old customers it will certainly fail. Startups are usually too focused on acquiring new customers.
The more customers you acquire and retain, the more customer queries you will have to resolve. After a point, your support agents would be overwhelmed by customer queries. If you analyze all your customer queries, you will realize that 70-75% of them are similar to each other and simple to solve.
Creating separate written help articles for each of the queries can significantly reduce the pressure on your support teams. A knowledge base acts as a ‘library’ of such questions/queries. Knowledge base is a compilation of written articles targeting to resolve the queries of customers. They are managed in a certain way that customers can easily use to get answers to their related queries.
Support agents can also direct customers to these pages decreasing the resolution time required for most customer tickets. A self-service knowledge base can also serve as a form of documentation for your products and services queries.
Deploying a knowledge base can help in scaling your business. Additionally, if you integrate a chatbot to your business, the knowledge base can act as a database for the chatbot further managing your business efficiently.
How to Implement a Self-Service Knowledge Base
You can create and implement a knowledge base in a simple 4 step process.
Step 1: Gather Content Ideas
The first step to implement a knowledge base is to gather content ideas. The best way to do this is to analyze your customer support data and find out the most common problems faced by your users. Your knowledge base will answer these questions first. Your support team can help you find ideas for this content. They can help you in the content that should be included in the knowledge base.
Step 2: Write the Content
The next step to implement a self-service knowledge base is to write the content for it.. When writing the content for your knowledge base, try to keep it as simple as possible. Remember that your objective is to help the customers to help themselves. Keep your language simple and your instructions clear. For any help, you can refer to our dedicated, & detailed guide on how to create a knowledge base.
Step 3: Consult Your Support Teams
Once you have written your content, get it cross checked by your development, and support teams. Teams can ensure that the information included in your knowledge base is up-to-date and in-line with what your support agents explain to your customers. This can help you ensure the authenticity of your knowledge base.
Step 4: Find a Knowledgebase Provider to Host your Content
Knowledge Base can be created and stored on third-party software that can help you create, manage, and edit a knowledge base. Appy Pie provides a knowledge base host that can help you do that. Currently in its beta, Appy Pie Knowledge is a specialized knowledge base software designed to create help portals for businesses. Appy Pie Knowledge is extremely easy-to-use and implement for businesses. The software is currently free to use! Try out Appy Pie Knowledge today!
Scaling up your support with a knowledge base requires a business to go from a one-to-one to one-to-many support model. Many of the businesses find this radical shift difficult to implement. However, businesses should not be reactive, but rather proactive and must be able to anticipate the needs of their customers. As your business matures, you must discover customer pain points even before your customers complain.
Being proactive and adaptive to customer support trends can help you in making your business more efficient and customer-centric. Proactive customer service portrays that your business is actively engaged in improving their products and the customer experience .
Creating a knowledge base for your SaaS business is definitely a long term plan. Your knowledge base will rise in importance as time goes by. The knowledge base is simply a way for your customers to help themselves and also to assist your support agents when needed. You can start creating a knowledge base for free today with Appy Pie Knowledge.
Leave a comment below and tell us how knowledge bases help you scale your business!