Following a difficult two years because of the pandemic, businesses that have remained resilient are now looking for ways to scale up.

While many companies had to shut their doors after the impact of COVID-19, many pivoted their operations to remain relevant and competitive. Many businesses invested in their marketing efforts to build their online presence.

Whether shifting to online operations or transforming to eCommerce and online retailing, companies globally scrambled to stay in business.

Brands are refocusing on growth and expansion and looking into ways of achieving that. With this in mind, we are going to look at how a knowledge base will work, and how you can use it to scale your business. 

Create Educational Content to Empower Your Customer

One of the most effective ways of creating a sense of trust with your customer is by providing them with educational and informative content on your site. There are several approaches to this.

First, you can create a customer service knowledge base. This is a collection of articles arranged categorically focusing on your product and how to use it. It could cover, for instance, everything from the basic setup process to advanced power-user techniques.

So, instead of your customer calling into your contact center for troubleshooting and guidance, they can be guided to this knowledge base to answer all of their questions. Make it as comprehensive and informative as possible. Work through everything from set-up all the way to day-to-day use.

In many cases, companies that have not undertaken this, face their customers searching for answers and assistance on other user-generated platforms like Reddit and similar. This could potentially damage a brand’s reputation as inaccurate information can be posted with many user opinions.

Rather take control of this and provide your customer with the answers yourself. This will also assist with creating a sense of trust with this customer. Not only will they know to come straight to your site to learn more about your services, but you will also establish yourself as an authority figure in the industry.

The more content you create around the topic, the more the visitor will come back to your site and convert to a customer.

Provide Access to Your Employees

The more knowledge you can provide employees with, the more successful your company will be. You can effectively increase employee productivity by creating an internal knowledge base.

All training materials and onboarding documentation will be in one centralized place for employees. They will be able to access it and get to know everything about how the company works, the ins and outs of the products or services, and how your processes work.

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From there, they can gain access to the knowledge hub for continuous training and development. Customer-facing employees will also have access to real-time information instantly to assist with questions or troubleshooting, reducing overall time and resource management in managing clients and customers.

A great knowledge base will also help to streamline HR processes. Training, upskilling, and employee development can all be managed from one central hub. With this, career trajectories can be carefully mapped out, and employees will be able to constantly work on their career development with easy access to information.

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