How can you use product knowledge to create a self-service portal?

Every product needs an expert to guide the users and be the trust worthy and reliable source of information for users. ??♀???Customers expect to find answers to their questions regarding products not only through in-person experts only but through other channels like: ????Self-services portal ??Online forums ??Video tutorials ??Social media ??Chat bot It is preferable to offer a multiple channels. The most important it should give comprehensive information and knowledge that answers the question that may arise from users regarding the product, easy to access and suits your customers and the purpose it is serving.

Product knowledge means knowing your product inside and out. What it does, how it helps, and where it falls short. It's not just for helping customers but also for building a helpful self-service website.

Product knowledge is the understanding of your product's features, benefits, use cases, and limitations. It also includes the knowledge of your target market, competitors, and industry trends. Product knowledge is essential for customer support, as it helps you answer questions, solve problems, and provide value to your customers.

Product knowledge is the understanding of your product's features, benefits, use cases, and limitations. It also includes the knowledge of your target market, competitors, and industry trends. Product knowledge is essential for customer support, as it helps you answer questions, solve problems, and provide value to your customers. But product knowledge is not only useful for human agents. It can also be leveraged to create a self-service portal that empowers your customers to find answers and solutions on their own.

I’ve worked with customer support and students before and we need to know what our product is, so that we can “sell” it. It’s tremendously fair for a customer to ask us where the best usages and/or investments are regarding the product and if we don’t get to know what our mission with that product is, then our customers will not want to have business with us.

To gather product knowledge effectively, it's an ongoing journey. You'll want to tap into various sources. Product docs like manuals and FAQs offer key info. Feedback from surveys, reviews, and ratings is gold. Product analytics track user actions and outcomes. Don't forget your product team, they're a treasure trove of insights on functionality, quality, and what's coming next.

Leverage your team to get the context necessary for your job. The best way to find answers? Ask the product's creators and users. Recording walkthroughs, demos, and conversations with developers can provide about 80% of what you need to start building your knowledge base. After that, you'll need to dive in for some more research. Always respect your team's time. Assist them in creating content they're proud to share, content that adds meaning to their work.

To use product knowledge to create a self-service portal, you need to: ?Identify the information that your customers need. ?Organize your product knowledge in a way that is easy for customers to find and understand. ?Use your product knowledge to create self-service tools and resources. ?Use your product knowledge to create self-service tools and resources.

We can definitely source the knowledge from surveys, reviews, ratings, testimonials, and suggestions; product analytics measure usage, behavior, and outcomes through user sessions, page views, conversions, retention, churn, and revenue; as mentioned.

Preparing a systematic SOP that is updated on set regularly bases is must to make sure the product knowledge stays organized.

To effectively manage product knowledge, remember these key steps. First, group information logically by topic, audience, or function. Second, use clear labels and headings that match customer queries. Lastly, keep it updated using feedback and analytics.

To effectively share product knowledge, it's not just about what you say but how you say it. Think beyond text – use images, videos, and more. Keep it simple, visual, and engaging.

There are multiple mediums to present product knowledge...however I personally prefer dramatized Skits which is also interactive to all.

Absolutely agree. Optimizing product knowledge is a continuous process that grows and evolves. Having regular cadences with subject matter experts in your product areas and review documentation can help ensure the documentation is accurate and up to date.