Knowledge Base feature in a CRM
A Microsoft survey found that 90% of consumers expect a brand or organization to offer a self-service customer support portal. This helps with building brand loyalty.
If you want such a portal, the first step is to provide extensive help documentation about your product and its features, but it is easier said than done. You not only have to create the content but also host and maintain the content on a platform where it is easily accessible to your customers. You also need to develop different types of content - help documentation, training material, product documentation, company briefs, etc. Some of these must be shared with customers, and others only with employees.
Many businesses find this task challenging and resort to using third-party companies to create and host this content. Some companies use blogs or their websites to display documentation. All these may involve multiple applications. What if your CRM provided creation, maintenance, and hosting facilities?
You could not only create documentation in the CRM but also share it with different users - on your website or customer portal, or employee portal. You will be able to edit and manage content from the CRM screens. Imagine how easy it will be to onboard new employees or broadcast policies for existing employees. It will also be easy to introduce new products and their features to all your customers.
Consider the Article and FAQ features in Vtiger CRM.
They help you to easily create help documentation and FAQs and publish them to your Knowledge Base. You can create user manuals, policy documentation, or even simple announcements about new products. In time, you will be able to build a Knowledge Base with robust documentation for your business.
If you are a CRM user, you need to explore CRMs that provide features that help you create and manage your documentation. Click here to learn how a Knowledge Base can be useful for your organization.