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

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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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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Keep it fresh: Managing a knowledge base that retains users

Inside 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. But a knowledge base – or, as we call it here at Intercom, a help center – shouldn’t stand alone as your only support option. The business impact of great knowledge bases. The benefit of these knowledge repositories isn’t just on the customer side, though.

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.

Announcing three brand new features to help scale your support

Inside Intercom

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.

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

Inside Intercom

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

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.

How To Improve Designer-Developer Collaboration as an External UX Team

StudioTeam

Guide the devs toward component-based development. Set up and use common “sources of truth,” such as design systems, design documentation, project knowledge base/wiki, task management platform. At UX Studio , while we develop our products, uxfol.io

Positioning Technical Features to Sound Simple

Proficientz

For example, let’s say you have a knowledge base platform that’s used by customer service professionals and it has unique capabilities that would help the CSRs in a way that improves their productivity and helps their organization improve customer satisfaction scores. Our product is very unique technically, but we’re having trouble positioning technical features in non-technical terms. No one understands our unique value. Any suggestions?

How Does Storytelling Help You To Create Better Digital Products?

StudioTeam

It is a common knowledge, that we use stories to make our world meaningful. They stimulate interest and contribute to the knowledge base of the reader. Storytelling has recently become a buzzword.

5 Customer Education Ideas to Reduce SaaS Churn

Userpilot

Update your knowledge base. You can even segment based on in-app activity and triggers, such as completing a certain task. This kind of content provides customer education and builds on your knowledge base. Customer education idea #5 — Update your knowledge base.

Not investing in localization is costing you more than you think

Inside Intercom

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.

Modus Becomes Atlassian Gold Solution Partner

Modus Create

Those additional accreditations and certifications mean that we have expanded our already significant global knowledge base around the best collaboration tools in the market. We’re excited to announce that Modus Create has been named an Atlassian Gold Solution Partner! After gaining a Silver level badge just 9 months ago, our team’s many additional certifications and proven client success stories have propelled us to the next level of partnership.

Creating Self-service Support Hubs For All Your Products In Confluence

Modus Create

Atlassian users familiar with Confluence know it as a tool for knowledge management and collaboration. Establish a knowledge base for each product. Confluence has a ton of built-in features to help teams work together and share information easily.

How We Organise UX Design Process at UX studio

StudioTeam

In the UX design process it is the time when we collect as much information as we can, to get the knowledge that we could not get during the kick-off. It is our best interest to have these tasks in our UX design process, so we can continue our work with a very strong knowledge base. We always validate our ideas based on tests with real users. Of course it gives us the ability to plan things by and large, but it constantly changes based on the project.

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5 Freemium Customer Conversation Platforms

The Product Coalition

Ngdata defines conversation marketing as “a feedback-oriented approach to drive engagement, develop customer loyalty, grow the customer base, and, ultimately, grow revenue.” Customer conversation marketing is also about tracking data, triggered messages based on this data (like pop-ups, emails, and chat messages), and analytics, because this kind of marketing focuses on driving engagement, developing loyalty, and growing revenue.

A guide for establishing a product discovery framework (pt. 1/6)

The Product Coalition

A practical guide for building a robust, scalable, and lean product discovery framework in your organization. Provided by Unsplash All too often, product discovery articles read like high-level strategy think-pieces.

TEI 174: Voice of the Customer tools product managers use – with Colleen Knuff

Product Innovation Educators

One example of this was a client who had built a knowledge base that she was convinced would transform her team’s process. We learned that it wasn’t easy to cancel the process and start over again and that led to adding contextual awareness to the next version of the knowledge base. One example of this was a client who had built a knowledge base that she was convinced would transform her team’s process.

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Help desk metrics: Elevate your customer support with the right insights

Inside Intercom

However, KPIs identify more specific goals that can be adjusted based on performance. Could they be resolved more effectively through a self-serve option like a knowledge base , are they immediately triggering ticket closure, or are they more valuable conversations that require a human touch?

How to Foster Healthy Communication When Your Team is Distributed

Mind the Product

Shared knowledge bases – JIRA, Confluence, Roadmunk, Airtable, etc. Pooling knowledge and creating consistent communication points is vital. It’s also a great way to document knowledge held in one team and easily share it across teams as needed. Whether co-located or distributed, a shared vision leads to shared values, which leads to shared knowledge, which leads to shared understanding.

GameChanger Playbook Series—The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift

Gainsight

That had to change, so Kristi initiated a step-by-step transformation process based on four clear objectives. Create customer segments based on strategic opportunities such as company size, the way a customer consumes products and tools today, and how they might use them in the future. .

Feature Release: User Segments

Indicative

Our knowledge base has been updated with a new User Segments section. We’re excited to announce our newest tool, User Segments! If you’ve ever identified an interesting group of users and wanted to save them for additional analysis, this is the feature you’ve been waiting for. What’s New. User Segments: You are now able to define, save, and easily use custom user segments as filters to dig even deeper into your customers’ journeys.

Top Product Roadmap Tools for 2021: These will help you get things done

NextBigWhat

Wrike is a cloud-based project roadmap platform for teams having more than 20 members. It also allows classifying your data via folders, and tasks while auto-assigning based on task statuses.

How to Improve Activation Rate? – Learn from Albacross’s Success Story

Userpilot

Can you see that value-based and actionable testimonial at the right side? According to AmericanExpress , 60% of people prefer to first try to find answers through self-serve support like website, knowledge base or in-app support. Knowledge base. We know that feeling – you’ve finally got the trial user but she stops using your product after several minutes. Improving the activation rate is a real problem for all companies.

Behavioral Analytics 101: Identifying Points of Friction

Indicative

As always, check out our Knowledge Base if you have any questions. This is the second installment of Indicative’s Behavioral Analytics 101 series, where we show you how to analyze your customer journey using Indicative! Consider these posts your crash course in answering fundamental marketing and product questions in Indicative. You will learn to: Understand how frequently users are returning to your site or product.

Behavioral Analytics 101: Calculating Your Product Stickiness

Indicative

Based on this calculation, the ratio is 13.95%. As always, check out our Knowledge Base if you have any questions. Welcome to Indicative’s Behavioral Analytics 101 blog series! Consider these posts your crash course in answering fundamental marketing and product questions in Indicative. You will learn to: Understand how frequently users are returning to your site or product. Flag issues in your customer journey to quickly mitigate negative effects .

Found in translation: How multilingual support helps you scale customer experiences

Inside Intercom

When a customer starts a new conversation, the right bot is displayed based on their browser language or country. Increase self-service support with an integrated, multilingual knowledge base.

Behavioral Analytics 101: Dashboards Tips & Tricks

Indicative

Be sure to reference our Knowledge Base to answer any questions you come across. This is the last installment of our Behavioral Analytics 101 blog series! Consider these posts your crash course in answering fundamental marketing and product questions in Indicative. You will learn to: Understand how frequently users are returning to your site or product. Flag issues in your customer journey to quickly mitigate negative effects.

Behavioral Analytics 101: Optimizing User Flow

Indicative

As always, check out our Knowledge Base if you have any questions. Welcome to Part 3 of Indicative’s Behavioral Analytics 101 series, where we show you how to analyze your customer journey using Indicative. You will learn to: Understand how frequently users are returning to your site or product. Flag issues in your customer journey to quickly mitigate negative effects. Optimize your customer journey by analyzing A/B test results.

A Guide to Customer Retention: 14 Proven Strategies to Retain More SaaS Customers

Userpilot

Product-based retention strategies involve creating a frictionless, interactive, gamified customer experience with multiple ludic loops. The first group of strategies we will examine are all based on the product itself.

Q&A with Extensis VP of Development & Strategy, Toby Martin

Revulytics

We’ve also established an absolute requirement for every new product to be integrated with Revulytics upfront, so we start each product’s journey by building that knowledge base from day one. From our mass market products to our server-based offerings, we’ve released important new capabilities, largely based on Revulytics data about what customers actually do.

Benefits of a product discovery framework (pt. 2/6)

The Product Coalition

Informing the product roadmap What you learn about customer needs and what they care about helps to prioritize possible products, features, and segments based on what matters for them. To do this, you need to build a structured and scalable knowledge base.

How we Created a Successful Weekly User Feedback Program

Mind the Product

We created a link on our knowledge base that connects to a Typeform that asks users for information about their usage and who they are. If you’re a product manager, UX researcher, or startup founder, you know how valuable customer feedback can be. You’ve probably heard the current buzzword “continuous delivery” and recognise that learning about your users’ problems and experiences on an ongoing basis makes for better, more creative, and effective product decisions.