Customer satisfaction is one of the top priorities of SaaS businesses. As much as 86% of buyers are willing to pay more for a great customer experience. So companies try to make their customers feel special, heard, and understood. Considering this, it’s easy to see why everyone is prioritizing customer satisfaction. In this article, you’ll see why every SaaS business should have a knowledge base.

Why Every SaaS Business Should Have a Knowledge Base

When it comes to customer support, there are multiple ways customers can get information from your business. But one of the most popular methods is finding out the information yourself. That is just one of the reasons why knowledge bases are so popular.

With a SaaS knowledge base, you can build customer loyalty, save money, boost SEO, and much more. In a word, it’s an essential element of your SaaS business. Keep reading to learn more.

Building customers loyalty

Customer loyalty is earned through a lot of hard work. But if you’re able to provide your customers with a lot of useful information, you can count on that loyalty.

There are multiple types of content you can put in your knowledge base to build loyalty:

  • Basic product information. Even the smallest details matter, but people who are looking in those small details won’t contact your customer support. So, if they can’t find the info they want on your website. They’ll be delighted with a knowledge base and their interest in your products and company will increase.
  • Visual tutorials. Visuals are much more valuable than plain text. If a customer doesn’t understand how to set up your product properly. You can provide them with a visual tutorial that will be easy to comprehend and follow. So, much more engaging Than a written-out version of the same tutorial.
  • Problem-solving videos. If someone has an issue with their software. They would much rather find the solution to their problem on the website. Than spend hours while someone else talks them through the process. And if that solution is presented in a video format, even better.
  • Valuable information and documentation. Not everyone who purchases your software will be tech-smart and able to keep up with the rest of your helpful content. For those customers, make sure to provide as much documentation and step-by-step information that will help introduce them to SaaS.

Saving money on customer support SaaS business knowledge base

If you don’t have a knowledge base that provides your website visitors with self-service support, the only way customers can get any help or information is by contacting your customer support team. And the last thing your team needs is multiple people calling daily just to ask a simple question.

Knowledge bases significantly decrease the number of calls a customer support team receives. Purchasing a knowledge base system and keeping on a few of your best employees will help you lower costs. And if you use a phone support service, you’ll be happy to know that knowledge bases cost much less.

Advertising your products

It’s difficult to create a good advertisement because nowadays, customers don’t trust ads like they used to. That’s why, when you’re trying to sell someone a product, it’s best to try an unconventional mode of marketing that provides potential customers with all the information they need to know.

A knowledge base filled with articles, news, and information is a great way to let your customers know all of the exciting features your SaaS products have to offer. This is a great way to get your leads to convert into customers as they will be able to see all of your product’s benefits.

Additionally, since you’re a SaaS expert, you can create content for your knowledge base that will include visuals such as videos and GIFs. This will make the person who’s viewing the content more engaged and will even humanize your brand so your customers see you as more than just a software vendor.

Boosting your SEO SaaS business knowledge base

As much as 70% of marketers see SEO as more effective than PPC. Most businesses realize the importance of SEO, but very few realize that knowledge bases also play an important role in boosting it.

When you include keywords on your website, Google ranks it more favorably, and there isn’t a better place to include keywords than a knowledge base. Since it’s filled with content related to your product and your industry, including specific keywords will boost your SEO and attract the right people to your website.

SaaS business knowledge base final thoughts

If you want to take your SaaS business to the next level, you need to have a knowledge base. Not only will having one drastically improve your customer service and levels of customer satisfaction, but it’ll also help you get through to people who might not have been interested in your products at first or those who were on the fence about it.

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