A Knowledge Base that Empowers Customers
I would guess that most of us don’t think of our website or blog in quite those terms — as a knowledge base that empowers our customers. But maybe we should!
I started thinking about this after reading an article on Salesforce’s Service Hub that did a good job of explaining How to Create a Simple Knowledge Base that Empowers Customers.
The article defines a knowledge base as “part of your website dedicated to helping people answer questions and learn.” I think that’s a good definition. And it puts the focus of your website squarely where it should be — on the customer and his experience with your products and services.
Perhaps we can think of your Knowledge Base as the place where your prospect and/or customer can find all the tools he needs for a positive and successful experience with your products and services. Your Knowledge Base is where he can find Frequently Asked Questions (FAQs), articles, case studies, whitepapers, how-to’s, perhaps even a dictionary of terms if that’s appropriate.
This content may not directly generate sales, but it’s valuable and useful to your prospects and customers. It enhances their experience with your brand, and could very well help them make the decision to do business — and keep doing business — with you.
I consider that a win-win. Don’t you?
Here’s the infographic from the Salesforce article:
So what do you think? Does creating a Knowledge Base make sense for you? What are the pros and cons? Tell me your thoughts in a comment below!
