Support

There’s a fine line between asking your customers to self-serve and refusing to invest in your customer support.

In an ideal world, everyone in your team would share their knowledge equally and we would all know exactly how to do our jobs. Unfortunately, the reality is quite different, and knowledge can be bottlenecked in different parts of the company.

Learn how a knowledge base as part of your knowledge management benefits your company and your customers.

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!