Why Should You Kill your Knowledge Base?
Rahul Wadhwa ??
Helping SDRs become better than the Best with world class training | Chief Growth Officer & Co-Founder at Blue & School of SDR | SDR -> Co-Founder | Best Hair in Sales | #FittestSaaSFounder
In the digital well-connected world we live in, customer demands an easy to access information without the hassle of an email, call or a chat cutting any dependency whatsoever.
To win the endless fight of providing great customer service, knowledge base or self-help was born.
What’s a Knowledgebase?
A knowledge base (KB) is a self-serve online library of everything there is to know about your product or service. It puts that library in one easily accessible place. So it’s at everyone’s fingertips, all the time.
The knowledge base was created for these main reasons:
- To reduce the load on the help desk/Promote Self Help
- To function as a training tool
- Repository of Best Practices/Memory backup
- Makes your company look smart & professional
- To Provide First Contact Resolutions
While it does a great job doing above, it’s not/can’t be an ideal solution for every company. Even though a great deal of effort was spent in creating and managing a knowledge management solution, it's worth shit if your customers can’t make use of it.
When your customers are stuck on your website completing a transaction, What are their options?
- Contact customer care
- Troubleshoot using Knowledgebase
If they do 1, it defeats the purpose of creating a knowledge base.
Let’s consider what happens when they troubleshoot themselves:
- The customer is able to follow the steps.
- He is not able to and leaves.
While your Knowledge base could be the best in the world with the gold hidden inside, there is no guarantee that every customer would want to read, follow the steps & multitask.
According to a study “ Humans now have an attention span of less than 8 seconds which is even less than a goldfish”
Customers are not able to retain the help offered via KB and can't make optimum use of it. In my previous role, I have seen companies stopped using KB as they realized that over a period of time, customers were simply not using it.
In this age of millennials(75.9 million population in 2015), you need to speak their language. You can't offer a cupcake to a rabbit just because you like it.
You need to ensure that the help you intend to offer is being used the way you intended.
The world is digitising to this new way of help & it's super cool :)
Meet Walkthroughs: An Interactive way to keep your users interested while they get the help in the way they understand best by doing. Watch the below video for much better understanding.
Whatfix is changing the way companies provide support, user onboarding, training & much more.
If you are interested in a Demo/Trial/Pricing, schedule a time on my calendar at https://calendly.com/rahulwadhwa