A knowledge base is not merely something that’s nice to have if you offer software products and services.
It’s as crucial as pushing regular updates, incorporating newer features and ensuring that you have solid uptime if you are operating in a cloud based environment.
Knowledge base is not the same as a help document or a manual. A good knowledge base functions more like a wiki in that it can be regularly updated by multiple contributors and its contents accurately reflect the needs and concerns of users.
A good knowledge base is a living, breathing thing.
So how do you, a software company with hundreds or thousands of users go about building one that is actually useful?
Wanna know the biggest problem e-commerce sites are dueling with?
It’s not inventory, shipping or logistics. It’s shopping cart abandonment (65.23% rate!).
Let’s imagine that right now, at this very moment, a woman named Linda is browsing for T shirts on your site.
Linda sees several T-shirts that she likes and finally settles on three . The items have been added to the card but she suddenly gets cold feet at the checkout page. She has a number of questions, and there’s no quick way to get answers.
What if the colors on the screen and the color in real life look different? Would she have to jump through hoops to return it?
What are the shipping charges?
What are the guarantees? And why are there no customer reviews?
Normally, in a brick and mortar store Linda can get answers immediately. But in this context, and especially if Linda is a first time buyer and not very tech savvy she might simply abandon the cart.
And not only would you lose the sale, but you will also forfeit the marketing costs that brought Linda over in the first place. (more…)
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