My Knowledge Management Playbook
A knowledge hub is a library on your website where customers and prospects can learn how to use your pr-products and get full value out of them.
Here's how I can help you accomplish your business goals with a knowledge hub.
- Help prevent losing customers
Many knowledge hubs and big intelligence and survey tools allow you to research the search history of how people use your knowledge hub and also evaluate the success of the materials within it.
This means that by analyzing the data effectively, you can get to know your customers better, find out why they leave your product, learn how to keep them subscribed and also how to get referrals.
Remember: you can grow your customer base to a huge level, but that can only turn a profit if you're retaining the customers you already have. Recurring revenue is key and you can't get it without understanding your customers and giving them the experience they need.
Identify patterns in what your customers search and what questions they ask
Find out what kind of content or product features your customers need and expect to get full value out of your product
Create workflows that integrate with your project management and internal communication tools to automatically collect and aggregate these insights and send them to the people who need to take action.
How can I help you do this?
I can create and deliver automatic notifications of troubling patterns in your knowledge base. Read more.
Build relationships and get insights from recurring users of your knowledge base
Assess the role of the knowledge hub in the buying and churning processes
2. Reduce customer support tickets, chat inquiries and phone calls
When someone who is interested in your product or is already using it has a question, they are going to search your website for it.
When they can't find that information, one of two things can happen: they can contact you to get an answer, or they can end their subscription and switch to a vendor who makes it easier to get the information they want.
All of these issues can be avoided by giving people the content they want where they expect it and in a way that they can find it.
Customers expect SaaS experiences to be low-touch or completely self-serve. The best way to do that is by effectively strategizing and executing a knowledge base.
Here are just some of the ways I can do this for you:
Create and manage automations for managing internal and external content requests. Read more.
Using data, find ways to use AI to give people the information they want when they want how they want it Read more.