How to find the right Knowledge base for your SaaS product

How to find the right Knowledge base for your SaaS product

The key to having happy customers is to provide them with credible and actionable information on using your product and extracting maximum value from it. This train of thought also applies to the act of resolving any doubts or queries that your clients face while using your offerings. 

To facilitate and offer help in this regard, organizations compose data repositories to aid their clients in more ways than one. Such a service enhances the customer experience and lays the foundation for long-term customer lifetime value (CLV) and loyalty. 

Creating a knowledge base is an excellent start to such an ambitious initiative. Let’s take a look at everything that it entails, its importance, and how to pick the best knowledge base software.

What is a Knowledge Base?

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A knowledge base is a collection of documentation that contains crucial information such as answers to frequently asked questions (FAQs), step-by-step guides, video tutorials, process or feature introductions, how-to guides, tips and tricks, glossary, and troubleshooting help. 

It acts as the primary source of information that is readily available to the users. They can refer to these inputs either to use the product or to gain more value from it. Businesses employ knowledge base software to collect, manage, update, and publish this information to their readers. And knowledge management is the act of curating such a database.

Importance of Knowledge Bases for SaaS Products

If you have a business FAQ page, you may think that you are all set on the knowledge base front. However, that is less than the bare minimum expected from you in this customer-centric age.

A knowledge base is particularly vital for SaaS products where the learning curve can be quite steep. Similarly, based on the application, the skill and expertise required to operate the SaaS product may also vary. Hence, merely resorting to the standard FAQs may not make the cut if you wish to position your business as “user friendly.”

Here are a few solid reasons for developing a strong knowledge base for your SaaS product:

1. It Supports Success Stories

Naturally, your customer’s success with the SaaS product primarily depends on how effectively they can utilize it. And knowledge base acts as the foundational pillar to this success story. An insightful knowledge base offers beyond basic guidance – it unlocks efficient ways to carry out the intended task and deliver spectacular results.

2. It Reduces Customer Churn

In case it isn’t obvious enough, an unhappy customer is bad for business. And a user’s sense of frustration aggravates when they find themselves at a loss of using the product you offer.

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Resolving their issues right at the earliest stage can nip this problem right in the bud. And the best way to ensure that they remain hooked to your product is by offering upfront value through query resolution. Once they notice that they are deriving continuous value and benefit directly from the product or through its use, they will be more open to renewing or expanding the subscription.

3. It Cuts Down the Load on Customer Service Executives

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In an age when organizations are trying to cut down labor costs and reduce manual intervention, having a knowledge base comes as a boon. The self-servicing capacity of the knowledge base can reduce the load on your customer service or technical support team. As a result, only high-level escalations will require their attention, improving their service quality.

4. It Positions Your Brand as a Domain Expert

Given that you are the creator of the SaaS product, you should also develop a repute as a reliable source of information on everything related to it. Having an enlightening knowledge base can establish your stand as a domain expert and an industry leader. Once you stake a claim as an informational authority, you can gradually develop your product as a formidable brand that needs no introduction – essentially, it is marketing at no extra cost!

5. It Attracts Traffic

Interestingly, your knowledge base can earn you organic traffic in several ways. 

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For starters, it can act as a hotspot where you can add keywords and use them to rank on search engines. Secondly, since it resolves customer issues or offers solutions to their queries, you will gain credibility through relevance, further skyrocketing your rankings. Finally, your domain expertise can also translate to improved ranking and greater visibility.

Knowledge Base Checklist for Start-Ups

If you are checking out a knowledge base software to host your SaaS product details, here is a quick checklist of questions and considerations that you should deliberate upon before making your pick:

  • Where does your current knowledge reside? How does one access it?
  • Where do you stand in terms of documenting all the available knowledge?
  • When was the last time you updated your knowledge base?
  • How often would you like to update this information?
  • Are there any restrictions while granting access to the knowledge?
  • Does the knowledge base software offer search functionality?
  • Who shall be accessing and using the knowledge that you make available?
  • Do you require multi-lingual support?
  • Can readers, staff, and customer service executives collaborate on articles or discussions to improve the information quality?
  • Can you disable comments, reviews, and ratings on certain products or posts?
  • Who is the competent authority to review the knowledge base? How often should it undergo review?
  • Does your knowledge base software collect any vital statistics and reports regarding its usage?
  • Do you offer subscription services wherein the readers can sign up to stay up-to-date on all discussions?
  • Does the knowledge base software offer Cloud support with adequate backup?
  • What are the security parameters available to maintain data protection and confidentiality?
  • Does the knowledge base software possess enough room for branding and customization?
  • How easy is it to navigate through the knowledge base?
  • What is the information density ratio for the knowledge base?

Fortunately, most knowledge base software solutions come equipped with features and functionalities listed as considerations above. They can enrich your customer experience and cultivate brand loyalty.

Concluding Thoughts

An information-rich knowledge base could be the “it” factor that propels your business as customer-centric. It also makes your product worth the investment as users can derive immediate results. However, to make it happen, you would require an equally competent knowledge base software to help staff and users alike. So choose wisely, as it will indirectly affect your bottom line!

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Employee Monitoring Software vs Office Work – Should You Still Use It?

Employee Monitoring Software vs Office Work - Should You Still Use It?

The predictions about when we’ll be able to go back into the office (at least for a few days a week) are still completely uncertain. Some countries estimate they’ll be able to open up in June, while others don’t expect that before 2022.  In any case, if you have been using employee monitoring software while your team is working from home, you might be wondering if it’s worth paying for it when you go back into the office. After all, you only started using it because you couldn’t see your employees and because you wanted to make sure they’re productive when they’re working remotely.

So, let’s explore what employee monitoring brings to the table, and how can you use it when working from the office.

Coronavirus Restrictions Won’t Disappear Overnight

Even as restrictions ease, they most likely won’t be abolished in one day. This means that the likelihood of having your whole 50-people team working from the office at the same time is low.

You’ll probably have to mix and match and have a part of your team working from the office while everyone else is working from home. On some days, they can switch, so you’ll have the opportunity to see everyone and bring back some sense of normalcy.

The employee monitoring software will be useful in this case because you’ll have home and office data for each of your employees. You’ll be able to see which type of work best suits your team members, and what’s distracting them in both places. It’s perfect if you’re looking to introduce a completely new remote of work from home policy.

You Should Always Analyze Daily Activities

And we don’t mean that you should go and reprimand someone for spending 30 minutes reading the news. We’re talking about detecting roadblocks, finding out what’s interrupting your team’s workflow, and then working to improve it.

The data your monitoring software collects will still be useful once you’re back in the office. New challenges will emerge when your team gets together, so it’ll be good to have a tool that can keep monitoring their behavior.

Getting More Accurate Attendance Data

Chances are you were using a clock-in device like a fingerprint scanner, or keycards while you were working from the office. These devices didn’t have much use when your team started working from home, so you switched it with employee monitoring software. 

You should keep using the software as the attendance device when you go back into the office as well. You can even keep your traditional clock-in devices to get two sets of data that will help you create a full picture of your team’s attendance.

Why? Well, when your employees clock in using the traditional methods, they usually clock in when they enter the building. Before they start working they have the time to make their coffee, catch up with coworkers, have breakfast… You get the gist. But, when they clock in using software, they clock in when they actually start working. This is crucial information if you’re working with hourly employees, but it’s quite useful with the salaried ones as well.

Wrapping Up

There are more reasons to keep using employee tracking when you go back into the office, but we’ve decided to focus on three key benefits it will bring to you.

We do recommend that you don’t discard the software before you’ve had the chance to test it with your whole team in the office – it’s the only way to know for sure how useful it could be to your business.

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How to Avoid Micromanagement When Using an Employee Monitoring Software

How to Avoid Micromanagement When Using an Employee Monitoring Software

As one of the most controlling management styles, micromanagement usually shows the lack of autonomy in the workplace. Employees dread it for a very simple reason: nobody likes to have their every step reviewed and judged. Using an Employee Monitoring Software

This type of management causes low productivity, employee dissatisfaction, ultimately pushing workers to look for other employers.

In the past year, with almost the whole world working from home, we’ve seen an enormous increase in workplace monitoring practices. And while most employers praise this change, not all employees are happy about it, so there has been a lot of chatter about how these tools encourage micromanagement.

Today we’ll share some tips on how you can use an employee tracking software without the fear of becoming a micromanager.

Using an Employee Monitoring Software – Focus on the Big Picture

A software will allow you to monitor individual and team productivity, and you should really focus on the team. What’s important for your business is that your teams finish their projects on time, and with quality.

Therefore, if your report shows a certain percentage of unproductive time that was spent on online shopping, it shouldn’t matter. As long as these small things don’t affect the overall performance, there’s no point of nitpicking on them.

The software is there to help you establish reasonable goals, track progress, and create improvement plans.

Occasional Unproductivity is Normal

Breaks should be encouraged at work. They help workers improve their focus and get back on track. So, if you see someone browsing news sites during working hours, don’t come around asking “Why did you spend 10 minutes reading news today?”

Nobody can be 100% productive during the workday, including you. 

Instead, you should shift your focus towards improvement. If productivity is increasing, or staying the same, while the work is being done with quality, there’s no need to worry that someone read the news for 10 minutes in their day.

Set Goals and Stick to Them

If you create goals, no matter if they’re daily, weekly or monthly, it will be easier to forget about the little details. When you start using the employee desktop monitoring software you’ll learn the habits of your team. You’ll have the data that will help you understand how they work, and set reasonable goals and deadlines in the future.

Once you’re fully aware of your team’s capabilities, it will be easier to notice when someone’s performance is going down, and that’s when you should react.

Limit the Data Access

To avoid micromanagement, some companies install the monitoring software and don’t give full access to team managers. Instead, they create automatic reports which are delivered in predefined time.

These reports include all the data managers need – productive vs unproductive time, active time, attendance, and other relevant information. 

This approach has two advantages:

  1. Managers won’t be spending their valuable time looking for smallest mishaps within the app;
  2. SInce they don’t have access to every little (irrelevant) detail, they won’t be able to use the employee monitoring software for micromanagement.

Besides helping the managers, this type of approach also gives employees a piece of mind. They’ll know that the overall results matter above their daily activities, and that managers know that.

Final Thoughts

Employee tracking software is great for tracking progress, productivity and increasing the efficiency of your team – as long as you use it well. The tool on itself isn’t bad news, and employees won’t be against it, but if you start getting into every little thing they did during the day you’ll risk losing productivity, employees, and eventually clients.

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