Support

User documentation is especially important in the B2B software industry. Customers expect standout content so they can use your products without tearing their hair out.

There may be a scenario in which your team doesn’t have a knowledge base. Perhaps you’re storing your information in - gasp! - print folders, on a shared drive somewhere, or perhaps not managing your knowledge at all.

A good test of the usefulness of your knowledge base is whether or not you use it yourself. If you don't use your own knowledge base, there’s a good chance your customers won’t, either!

Maintain customer satisfaction by providing a knowledge base to help them self-serve their queries, and you’ll be staying one step ahead of your competitors in encouraging your customers to remain loyal to your brand.

Here are four tips you can use to make customers aware of its existence and drive traffic to your knowledge base.

A guest post describing a move from social work to technical customer support, looking at the skills and goals that are shared between both.