Blog Usetiful - Digital product adoption made simple

  Customer self-service is an ever-growing trend for SaaS products. In-app guidance and chatbots are a central part of offering customers a way to resolve issues on their own time. However, a knowledge base portal helps you go the extra mile by providing help, troubleshooting, how-to articles, and more. A good knowledge base has a lot of benefits, such as: Increased user retention Improved SEO Fewer support tickets Better customer satisfaction While the benefits are well understood, many businesses don’t know where to start unlocking them. Thankfully, customer onboarding self-service software like Usetiful is here to help. Here’s how you can build a knowledge base for your SaaS product in six simple steps. Image by benzoix on Freepik #1. Research and planning All projects need to have a clear goal right from the outset. Building a knowledge base portal is no different. So, the first thing you need to do is identify the needs and goals behind your knowledge base project.  Here’...

  In an era of instant gratification, short attention spans, and widespread impatience, woe betide any business that leaves their customer frustrated when they need information. Indeed, some modern consumers are just as likely to take to social media to complain about your product as they are to wait for a response from a customer service or live chat rep. So, how are businesses meant to respond to the problem of rising customer expectations? The best way is to listen to what customers want.  A recent Q&A with Michael Rendelman , a senior specialist at Gartner’s Customer Service & Support division, suggests this might be a generational thing. Rendelman shared that 38% of Millennials or Gen Z consumers would give up on resolving an issue if there were no self-service option.  However, as Rendleman highlights, the scariest part is what happens after. If they can’t find a self-service option, around half of Millennials and Gen Z consumers say they would not buy from ...

  Picture the scene: You’re in the flow of using a new product, and suddenly you hit a roadblock. You know the tool can do what you need it to do, you just don’t know how to do it. You could fire off an email to customer services or wait in line to chat with a customer service representative. Or, you can try to solve the problem yourself. Image by freepik Customer self-service software is built to solve these issues. A knowledge base is one of the core elements of a flexible omnichannel approach to customer success.  But how can you decide what tool to use to build a knowledge base that will help your users? First, you need to consider the features and functions that make for a quality knowledge base tool. What should you look for in a knowledge base creation tool? Before we share some of the best customer self-service software for building your knowledge base, we need to consider what makes a great knowledge base creation tool.  No-code capabilities Knowledge base creat...