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12 Knowledge Base Benefits You Can’t Miss Out On

Userpilot

Read on and see the amazing ways a knowledge base can help you drive customer satisfaction and retention. A knowledge base is a self-serve repository of information about a product, service, or specific topics, created to guide users effectively. Preserves knowledge.

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12 Knowledge Base Structure Best Practices For SaaS Companies

Userpilot

Applying knowledge base structure best practices can help users get answers faster in a self-service world. An effective knowledge base will: streamline the onboarding process. This article outlines the best practices for creating an ideal knowledge base structure.

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How to Create a Customer Service Knowledge Base: Examples and Best Practices for SaaS

Userpilot

Have you ever wondered why companies invest so much time and effort into their customer service knowledge base? In this article, we’re going to go over all the benefits, best practices, and software that you need to make a world-class self-serve knowledge base !

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10 Best SaaS Knowledge Base Tools To Educate Customers About Your Product Effortlessly

Userpilot

How can you use knowledge base tools to guide your customers and remove their frustrations while using your product? An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. Zendesk Knowledge Base.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

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Chatbots vs Knowledge Bases: Which One Is Better for Customer Support?

Userpilot

Which is best for self-service support : chatbots vs knowledge bases? This is where chatbots and knowledge bases come into play as two of the most effective self-service solutions. What is a knowledge base? Types of knowledge bases.

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Structuring a product discovery knowledge base (pt. 4/6)

The Product Coalition

Article 4 in a series about how to establish a robust, scalable, and lean product discovery framework in your organization. Continue reading on Product Coalition ». user-research product-management product-discovery product startup

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How To Create The Perfect Knowledge Base for your SaaS in 6 Simple Steps & Crush Your Support Ticket Numbers + EXAMPLES

Userpilot

A great knowledge base will not only crush your support ticket volume, but also help you keep more users (aka: reduce churn) at every stage of the user journey. In this blog, we’ll show you the right way to build and maintain a knowledge base that delivers for you and your users.

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8 Ways to Provide After-Hours Support in SaaS

User Pilot

To provide after-hours support, start by building a self-service knowledge base. Userpilot helps you provide after-hours support with its powerful knowledge base functionalities, in-app experience builders, and more. Userpilot’s in-app knowledge base.

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Keep it fresh: Managing a knowledge base that retains users

Intercom

These days, many companies offer a knowledge base for their customers to use. The self-service aspect of knowledge bases makes them natural time-savers for users and businesses alike. The business impact of great knowledge bases. Knowledge bases reduce churn.

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8 Help Center Examples To Inspire You To Create One

Userpilot

You will also know how different it is from a knowledge base, as well as some of the best examples that can help you create one. Help center vs. knowledge base articles. Although help centers and knowledge bases tend to be used interchangeably, they aren’t the same.

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Free Your Knowledge Base: Part 2

TSIA

While this can cause anyone in the support services industry to be more than a little nervous about their perceived value to customers, I also explored and debunked some common myths surrounding the importance of having a publicly accessible knowledge base In part one of this series, I showed you how Google is quickly becoming your primary support portal.

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Free Your Knowledge Base: Part 1

TSIA

Today, most B2B support knowledge bases are locked behind customer logins. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt But “The Times They Are A-Changin’ ” It’s time to rethink that decision.

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How to Measure Customer Loyalty In SaaS: 10 Important Metrics to Track and Improve

User Pilot

Implement an in-app knowledge base with self-help resources. Each engagement with your product is reflected through a score based on action or inaction. Tooltips for introducing relevant features based on the journey stage. How do you measure customer loyalty?

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Customer Education Examples to Ensure User Growth in SaaS

User Pilot

Creating step-by-step guides and knowledge base content of different formats to guide users around specific tasks and problems. Sharing industry-specific knowledge and offering support via active digital communities. Share industry-specific knowledge.

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15 Winning Customer Advocacy Examples to Inspire and Power Up Your Strategy

User Pilot

Show personalized self-service resources inside your in-app knowledge base , like Userpilot. And it can either be points-based or referral-driven. Evernote’s point-based program. Personalized knowledge base resources on Userpilot.

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B2B Marketing Automation: 12 Effective Ways to Grow Your Business

Userpilot

To do this, create a self-service knowledge base full of educational content, like help articles, videos, and case studies. Then, segment your customers according to that data and personalize the user experience based on what’s most relevant to them.

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Guide to First Contact Resolution in SaaS: Best Practices For Measuring and Improving FCR

Userpilot

Create a knowledge base for easily fixable issues. Investing in agent training to fill their knowledge gaps and impart soft skills can drastically improve the support experience. Agent knowledge. Create a knowledge base for easily fixable issues.

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What are Customer Pain Points and How to Properly Address Them

Userpilot

You can include a self-serve knowledge base and a live chat to eliminate support pain points. Segment users based on common characteristics, and then deliver relevant features or guidance. knowledge base ).

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Customer Service Model For SaaS—The Complete Guide

Userpilot

Constant improvement based on feedback. Personalize your in-app support hub content based on user segments , user events, localization, and more. Track your module’s performance based on target audiences (user segments), so you can offer the right customer service to the right users.

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The Ultimate Guide to SaaS Product Education

Userpilot

In other companies, educational content is developed by customer success teams that also create other customer-facing resources such as a knowledge base. Easy and quick access to knowledge is highly valued by users. What is product education?

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Marketing doesn’t stop when you’ve acquired a customer

Intercom, Inc.

It really is our “knowledge base” Look beyond FAQs. Sales & Marketing activation content marketing customer acquisition customer loyalty documentation expansion help content knowledge base Marketing Content product demos product education retention webinars

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Announcing three brand new features to help scale your support

Intercom, Inc.

A worldwide customer base is diverse, as are their questions, needs, and requests. Increase self-service with Articles Pro – a multilingual knowledge base. Using Articles Pro , you can build a multilingual knowledge base to provide self-service support that’s available 24/7 in 38 languages without having to hire a single extra rep. As your customer base and product suite grows, you will have an ever-widening range of queries and customer issues to resolve.

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How to deal with customer requests?

The Product Coalition

There are several popular ways that companies answer users’ questions: a help desk with tickets, a knowledge base with articles, and live chat with support agents. Often, a knowledge base comes as a part of the support process, for example, with a chat or a help desk.

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Educate your customers through self-help support

The Product Coalition

Support Hero is an advanced knowledge base system for Saas apps. Support Hero is self-service knowledge base that helps companies educate their clients. Support Hero is perfect tool for any growing company that want to help their customers successfully use their product and educate them with a super simple knowledge base. Support Hero does not automatically build your FAQs or knowledge base, but it helps you a LOT creating the right support content.

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The keys to a successful product knowledge transfer: part 2

Mind the Product

In part 1 of Luke's knowledge transfer series, he delved into the three keys to successful knowledge transfer in product management. In this second part, he offers an example of a knowledge transfer plan template — one you can copy and paste to send out today.

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Centercode Connect 9.3 Released

Centercode

This release greatly improves our knowledge base functionality, and simplifies the arduous task of controlling user access to resources throughout your beta tests. We’re proud to announce the release if Centercode Connect 9.3.

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What is customer self-service?

Intercom, Inc.

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities.

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Guide to Scaling Customer Support as Your Startup Grows: How to Scale Customer Support Without Compromising the Quality of Service

Userpilot

All it takes is to create a comprehensive knowledge base with different formats of self-help resources. Show and hide help center content based on user segments to make sure every user gets personalized customer service. Create a comprehensive self-serve knowledge base.

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Moving upmarket as a product manager: What changes and what stays the same?

Intercom, Inc.

Instead of considering company size when prioritizing the problems to be solved, we classified based on maturity of a customer’s knowledge base”. Classifying customer knowledge base maturity when building Intercom’s Articles product.

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406: Why you should join a professional organization as a product manager – with Susan Penta

Product Innovation Educators

The Product Development and Management Association (PDMA) has been curating the body of knowledge for product managers, leaders, and innovators and helping them improve since 1976—the longest-running product management professional group. Body of Knowledge workshops.

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Customer Onboarding Lifecycle: How to Continuously Educate and Unlock Value For Your Users

User Pilot

Create a self-serve knowledge base to ensure customers have unlimited access to the educational and support resources they need. It can be calculated based on metrics such as the number of times a feature is used, and the time spent on it.

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HELP! How to Find the Best Help Center Widget for your SaaS Business

Userpilot

Put simply, a help center widget is a way of taking your knowledge base and help documentation, and then embedding it within your product. To summarize, a help center widget places your knowledge base inside your product. You can start by creating your knowledge base.

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The Ultimate Guide to Help Center Software for SaaS

Userpilot

I’m sure you can think of times in the past where you were using a particular SaaS product, got stuck on one feature, and then spent ages looking for the knowledge base to diagnose the issue. Difference between a Help Center and a Knowledge Base.

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Product Analytics Dashboard: Which Metrics to Track and How to Create One

Userpilot

There are three common dashboard styles in SaaS – a knowledge base dashboard that tracks self-serve content performance, an NPS dashboard that tracks user sentiment , and a user funnels analysis dashboard to track micro-conversions. Real-time knowledge base engagement tracking.

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Not investing in localization is costing you more than you think

Intercom, Inc.

Customers using Articles can also translate their knowledge base content into multiple languages by importing their articles into Lokalise and exporting the translated versions back to Intercom in just a few simple steps.

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Customer Service KPIs: What Metrics To Track & How To Improve Them With Actionable Strategies

Userpilot

The 10 key customer service KPIs are Customer Satisfaction Score, Customer Effort Score, First Response Time, First Contact Resolution Time, Net Promoter Score , the volume of support tickets, number of Resolved Tickets, tickets volume per channel, cost per conversation, and knowledge base views.

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Real-time Personalization 101: What Is It and How to Do It

User Pilot

Then, create customer segments based on shared characteristics – whether it be jobs to be done, stage in the user journey, NPS score , location, etc. Set event-based triggers that result in the next action. Use data to personalize the knowledge base content for users.

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15 SaaS Best Help Center Designs That Offer True User Support [+How to Build Yours]

Userpilot

The main difference between a help center and a knowledge base is that the latter is a section on your website, while the former is an in-app resource. Help center vs Knowledge base. Here’s Userpilot’s knowledge base, for example. Userpilot’s knowledge base.

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How to lead a product team with context?

StudioTeam

Many teams use robust research libraries and build huge knowledge base systems to store research findings. Everyone hates old school, micromanaging bosses, who tell people what to do and how. The type who makes you ask for permission for every little thing.

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