6 Tips to Scale Knowledge Base Content That Truly Helps Customers

BenchmarkONE

A well-conceived knowledge base can act as a useful virtual self-service portal for your customers. Research by Social Media Today predicts that an overwhelming 91% of customers would use an online knowledge base if it were available and tailored to their needs.

Want to Optimize Your Knowledge Base? These 5 Tips Can Help You Out!

Biznology

A knowledge base system is a valuable solution that can bring many benefits to an organization. No matter if you are looking to improve your business internally, or provide information externally (to your customers), or both, a knowledge base can effectively handle all such tasks. But it’s not only about implementing a knowledge base. Similarly to optimizing your website in many different ways, your knowledge needs to be optimized as well.

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Portals – Part I: What Is A Portal And Do You Need One?

EMagine B2B Blog

That’s where portals come into play. What is a Portal? Portals are essentially microsites that house secured aggregated content, and can be used for internal purposes ( intranets ) or for external knowledge sharing ( extranets ). The goal of any microsite is to distinguish itself from the main corporate website, providing a separate and more focused web experience for visitors, and that’s exactly what portals accomplish.

Website Portals: What Is A Portal And Do You Need One?

EMagine B2B Blog

That’s where portals come into play. What is a Website Portal? Portals are essentially microsites that house secured aggregated content, and can be used for internal purposes (intranets) or for external knowledge sharing (extranets). The goal of any microsite is to distinguish itself from the main corporate website, providing a separate and more focused web experience for visitors, and that’s exactly what portals accomplish. Getting Started With Portals.

The Importance of Creating an Online Customer Portal with a Sense of Community

Higher Logic

consumers expect brands or organizations to have an online self-service support portal? A traditional business portal is generally one-size-fits-all, while an online community has the ability to create a more personalized experience for customers. 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs ( Coleman Parkes for Amdocs ). Why Do Companies Create Online Customer Portals?

HubSpot Service Hub: Close the Sales, Marketing, and Service Gap

SmartBug Media

The HubSpot service hub offers a suite of tools, including chat, tickets, knowledge base articles, surveys, and reporting. If you have the same issue or question arise repeatedly, HubSpot service hub allows you to resolve it via a knowledge base article.

Increase Customer Retention & Renewals with HubSpot Service Hub and HubSpot Sales Hub

SmartBug Media

Features like help desk automation, a knowledge base, surveys (including net promoter scores, or NPS), ticketing, and customer portal service as effective tools to measure experience and to pinpoint what needs improvement.

The Best Free Digital Experience Platforms in 2022

TrustRadius Marketing

Liferay Portal CE is a free DXP and web portal tool that highlights its customer self-service features. It positions itself as a solution for customer knowledge bases, forums, and more. Liferay Portal includes all the features you’d expect from a DXP.

Five Ways to Shorten Your Customers’ Buying Journeys

Sharpspring

Answer questions in the People Also Ask boxes in your on-site FAQ or knowledge base. Would you like to boost your revenue without investing more in marketing? Working to shorten your customers’ buying journeys is the first step to take. What is a buying journey?

Buy 91

10 Ways to Add Value to Your Customer’s Buying Experience

Unbound B2B

Customers are no longer basing their loyalty to brands on products or prices. Segment your leads based on their life cycle stage or buyer personas. Customize sales pitches based on insights that you get from your leads. #4. Create a Self Service Portal. Introduction.

Why Service Hub is a Favorite Among HubSpot Agencies and Clients Alike

Marketing Envy

For customer service teams, this is especially important, because as “the face of the company”, customers expect them to provide immediate, contextual and knowledgeable responses. Knowledge base functionality. A customer portal.

Ontraport Empowers Entrepreneurs to Create Web Apps Without Code

Ontraport

They can create customer portals and self-service centers, blogs, online courses and membership sites, online directories, knowledge bases, user-generated content, and other interactive experiences — all without being encumbered by technical roadblocks or hefty developer bills.

SmartTake: What’s New with HubSpot’s Service Hub

SmartBug Media

Users were limited to the survey questions available and couldn’t access any additional information from customers through the portal. Multi-Language Knowledge Base. For this reason, HubSpot’s recent Knowledge Base update is something to get excited about.

When & How to Use HubSpot’s Multi-Language Features

SmartBug Media

With HubSpot’s multi-language features, you can create knowledge base articles, landing pages, website pages, forms, blogs, and so forth. Automatically direct users to a multi-language variation based upon their GeoIP.

Ontraport Empowers Entrepreneurs to Create Web Apps Without Code

Ontraport

They can create customer portals and self-service centers, blogs, online courses and membership sites, online directories, knowledge bases, user-generated content, and other interactive experiences — all without being encumbered by technical roadblocks or hefty developer bills.

Do You Need Customer Service Automation? Here’s How It Works

Televerde

Customer service automation includes various tools, including chatbots, knowledge bases, automated email responses, and artificial intelligence. Millennials are quickly becoming one of the most important consumer bases in the world.

Intro to Customer Communities: 3 Ways a Branded Online Destination Builds Your Business

Higher Logic

Michael, director of knowledge and community management at Delphix, calls communities a way for companies to “listen at scale.” Customer communities – what do they do for your business, really? Is a community a nice-to-have or a must-have?

How Will B2B Sales Develop & Accelerate in 2022

Unbound B2B

Since it is common knowledge that millennials look for personal connections rather than fancy marketing antics, traditional B2B sales funnels will not work in 2022. People desire B2B brands to provide solutions based on the prevailing market trends and conditions.

10 Content Management Tools to Take You From Good to Great

Biznology

A well-known question-answer portal, Quora can give you actionable insights on what’s in and what’s out. Staying true to its tagline, “Put knowledge in your pocket,” this unique tool can be a savior in situations where you are out of office and have to deliver an article or a blog urgently. 10 Store, share and search easily with ProProfs Knowledge Base. Do you know that as of October 2018, more than 165.5

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100 Helpful Data Sources for Content Creation

Marketing Insider Group

It resonates with both emotion-driven and reason-driven readers, provides objective, evidence-based support for your content, and increases your brand’s legitimacy in the eyes of your audiences. Canada Open Data – Canada’s official open data portal.

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Getting Started with HubSpot: A 4-Step HubSpot Setup Plan

SmartBug Media

This is where you add users to your portal, create teams, and give special permissions if needed. This includes when you publish HubSpot pages, blog posts, knowledge base articles, and web versions of emails.

6 Key Customer Service Channels That Improve Customer Experience

Salesforce

Based on research from 7,000 global decision makers, agents, mobile workers, and dispatchers at service organizations, we’ve gathered insight on the most popular channels today. Self-service channels include your help center, FAQ page, knowledge base, and an authenticated customer portal.

HubSpot ABM Features Explained

SmartBug Media

As you get started with account-based marketing (ABM) , you’ll undoubtedly need some key technology platforms to carry out your strategies and tactics. This property can be edited and defined as you see fit for your account-based strategy.

How to Overcome B2B Buyers’ Biggest Complaints in the Sales Process [Research]

Higher Logic

Start by setting up systems that provide regular customer communication, such as helpful emails, an interactive website, customer portal, or online community. Customers can also start their own discussions with your company or their peers, tapping into a growing knowledge base to learn and get more value from your products over time, which fosters a positive, long-term relationship with your company. B2B sales can be tough.

4 Ways To Rethink Your Customer Service Model for Fast, Quality Support

Salesforce

Seventy-one percent of customers have made purchase decisions based on the quality of customer service, according to Salesforce’s “ State of the Connected Customer ” report. Companies with a loyal customer base grow revenue more than twice as fast as their industry peers, Bain research shows.

3 Things Customers Expect from Your Videos for Customer Support

Vidyard

Done well, these videos will deliver genuine value and teach customers that the answers to their questions lie in your self-help portal. Create a knowledge base of videos and merge them with your regular written knowledge base. Delighted customers want to share their new-found knowledge, especially if it’s particularly useful. When’s the last time you actually read a “read-me” document or browsed a manual before using a product?

Five Customer Retention Strategies for Small B2B Companies

TrustRadius Marketing

This piece will help your small B2B product company choose the right customer retention tools based on common use cases. The option includes a customer forum and portal. The customer portal provides 24/7 support and links to the knowledge base.

7 Hard Questions to Evaluate Your Digital Customer Experience

Higher Logic

Ideally, you have one central digital hub where customers can access your knowledge base, ask staff and other customers questions, share product feedback, post questions, submit tickets, and more. The hard truth: Your digital customer experience may be disjointed.

What CEOs Can Do to Sustain Growth in a Turbulent Economy

Televerde

It’s also smart to consider account-based marketing over typical lead generation marketing. This could include revitalizing your website with a customer portal and knowledge base or leveling up your personalization for existing customers.

The Top 3 Trends in Customer Service

Vidyard

Companies are also incorporating more video into their self-help portals to build out video knowledge bases to educate their customers on-demand, and creating on-the-spot videos to walk users through their issue quickly: The goal for companies is, of course, not to abandon customers and force them to support themselves—just the opposite. “Self-service has the biggest impact when based on a win-win philosophy.

How to Use Video on Websites the Right Way

Vidyard

Support Portal Videos 3.8 Get instructions for that in our Knowledge Center. Support Portal Videos. Support portals, also known as knowledge centers, give people a chance to get answers to product-based questions themselves. The year is 2005.

Components of a SaaS Marketing Strategy with a Freemium Model

SmartBug Media

This tactic is often used when rolling out new expanded features of a product in order to gain demand, but then often transitions into paid features or a higher base cost. Do you have a self-service customer support portal? Some basic tips include: Ensure a smooth and consistent experience from your website to your app or portal. This experience is made better in many ways, such as creating a customer knowledge base, sharing swag, or hosting an event just for them.

Media 48

Customer Service Automation: How To Achieve Seamless Customer Support

Mailmunch

Keyword chatbots, also known as “rule-based” chatbots, follow predefined rules and can answer frequently asked questions. Within the chat, after a customer writes their request, multiple relevant options are offered to them based on that keyword, to choose from that fits their needs. .

8 Reasons Your Customer Support Improves with an Online Community

Higher Logic

The best type of customer support portal is one that provides options for peer-to-peer support while at the same time allowing users to connect directly to customer service representatives. Knowledge Sharing. Their ticket volume has continued to go down since launching an online community, even though their customer base has grown. Establishing and growing this knowledge base is incredibly valuable for customers.

Treat Me Like a Person, Not a Persona [The Customer Code Series]

Hubspot

What if, instead of guessing what someone cares about based on the content they downloaded, we just asked them? In addition to the stories mentioned above: We’re making it easier for prospects/customers to contact us how they want to contact us: Phone, email, chat, or a knowledge base that allows them to help themselves. Editor's note: This is the third post in an 11-part series on the HubSpot Customer Code. You can subscribe to the full series here.

How to Use Video for Support to Improve Customer Satisfaction

Vidyard

Build a Video Knowledge Base 2.1 How a Video Knowledge Base Boosts Your Video SEO 3. Build a Video Knowledge Base 68% of customers prefer self-service support, making a knowledge-centered service (KCS) methodology a must-have.

How to Create the Best How-To Videos: Tips and Tricks

Vidyard

Use Great Visuals and Value-Based Statements: “How To Get Big Volumized Hair (Easy and Affordable)” by ThatsHeart 5.3 Explains how to do something; Often based on popular search queries; May not feature a product or service. Your support portal or knowledge base.

What I learned at Dreamforce 2011

Pointclear

With Chatter Service, customers will be able to ask their question once in a familiar social feed, and have the answer come to them in an instant--whether it's from the knowledge base, the community of experts or a service agent. Chatter Service will also connect to public social networks, such as Facebook, extending the community far beyond the boundaries of a traditional self-service portal.

How to Use Video on Websites the Right Way

Vidyard

Support Portal Videos 3.8 Get instructions for that in our Knowledge Center. Support Portal Videos Recommended Video Type: How-To Support portals, also known as knowledge centers, give people a chance to get answers to product-based questions themselves.

Driving Long-Term B2B Growth with an Omni-Channel Presence

Webbiquity SMM

Now, most businesses offer other communication channels, including email, customer portals and chat windows, and some also use social media like Twitter and Facebook to communicate with customers and manage support. To optimize information sharing, an omni-channel support strategy requires several components, including a self-service knowledge base customers can access 24/7 to get the answers they need. Guest post by Robert C. Johnson.