In the digital age, knowledgebase software has emerged as a crucial tool for businesses aiming to enhance their brand awareness. This article delves into how such software can be utilized effectively.

What is a knowledgebase

Knowledgebase or KB also called a help center acts as a place to store and access information that pertains to problem solving.

It’s a self-service portal filled with descriptive content, guides and content  that answers common questions around your business. 

A KB can be used for internal use to share company knowledge between different departments or to use it for external purposes and provide information to customers or anyone interested in general and talk about your business.

A knowledgebase can help your business in many tangible ways.

It gives relief to your support team. When customers have comprehensive self-service they don’t generally bother company reps with questions. It’s easier to keep fewer people at the contact center.

When customers have it easier their lives are easier and they remain customers for longer.

Helpdesk workday breakdown. Source: FailDesk

The fewer people you train, the less you pay. Wages,  training expenses, operational costs, and  other cost reductions means your company will make more profits. This is a direct result of a great knowledge base software.

53% of adults are not likely to make a purchase if they don’t find immediate answers for themselves and the problems that concern them most. The solution? Knowledegebase.

A customer-centric knowledgebase leads to customer satisfaction. As mentioned consumers want to be in control with easy access to information. When you optimize your knowledgebase it attracts more people to your site and increases brand awareness.

Shorter onboarding 

An internal KB saves time and effort during onboarding as it has all materials about existing and new projects to both existing employees as well as newcomers.

How to Use Knowledgebase Software to Create More Brand Awareness

In today’s competitive market, creating and maintaining brand awareness is more important than ever. Knowledgebase software, with its ability to provide valuable information to customers and employees alike, plays a pivotal role in this process. But how exactly can you leverage this tool to boost your brand’s visibility and reputation? This article explores strategic approaches to utilizing knowledgebase software for enhancing brand awareness.

Understanding Knowledgebase Software

What Is Knowledgebase Software?

At its core, knowledgebase software is a digital platform that allows businesses to create, store, manage, and share information efficiently. This can range from FAQs and help articles to full-fledged guides and tutorials. The goal is to provide users with easy access to the information they need, when they need it.

Benefits of Knowledgebase Software for Businesses

Implementing knowledgebase software offers several benefits, including improved customer service, enhanced accessibility to information, reduction in support tickets, and, importantly, the opportunity to strengthen brand awareness. By providing comprehensive, useful content, businesses can establish themselves as authoritative and trustworthy entities in their field. When considering the best knowledge base software for your business, look for features like customizable article templates for SEO, the ability to add images and visuals, and a powerful search engine for easy content discovery.

Promoting Your Knowledgebase to Increase Visibility

Sharing your knowledgebase articles on social media platforms can significantly broaden their reach. Tailoring the content to each platform and engaging with your audience can drive more traffic to your knowledgebase. However, it's important to build an engaged and loyal following first so if you opt for having an Instagram presence, it would be a good idea to boost the number of Instagram likes and therefore make your posts visible to a wider audience of potential visitors who can have interest in your knowledegebase software.

An online knowledgebse mentions information about your prioduct service and the industry catered to. It is great for educating clients and is more of a self-help platform that consumers can access anytime.

• Understand that you shouldn’t be adding misleading or incorrect ifnromation about your product. 

• Keep full details about the product, the components, the risks in using the same and safety precautions to take .

• Ensure all important information is disclosed in the knowledgebase.

• Make sure that you don’t include any misleading information about your products

Knowledgebases vs databases

Both of these store information that can be accessed by the consumer as and when necessary. Databases are collections of data organized under tables for analysis and decision-making with the help of DMB Database Management Solutions. They use these systems to retrieve knowledge allowing knowledgebases to act as repositories of information in the form of human-readable articles.

Knowledge bases vs wiki

Both knowledgebase and wikis are designed to store information to make the information more accessible and to allow edits from human authors. However, knowledgebases come with a key and major difference. They don’t allow anyone to alter content. Any random user can edit a wiki. On the flipside, only administrators, authors of posts, and content managers can edit knowledgebases.

With KBs you have access to user groups that come with access rights allowing to add content,

now that you know what to build and how to build it., let’s understand how to build things. 

This can be divided into several steps.

Here’s how to create a knowledgebase:

1. Organize a team. First, decide on the team to run your KB project.

2. Choose a software. Next, select the software to build a KB upon. There are plenty of cool tools in the market and Document360 is one such great tool.

3. Create articles. Decide how and where you are going to add articles and what kind of useful tips you are going to add.

4. You can set up design to work on KB design and layout. Monitor and maintain your KB as well.

Knowledge base team organizing

Creating a great knowledge base software requires time and effort and it begins with designating people responsible for the same.

Project leader. As a project leader that someone makes decisions on structure, content, design, and more.

Tech specialist. As a tech specialist, you need a developer or an expert at programming skills to integrate things with systems and to add more functionality.

You also need a UI/UX designer to create usable and attractive designs.

Experts. Experts are people with a set of diverse knowledge in different departments that you can collaborate with. The sales team has knowledge with shipping-related queries, product pricing, returns, and associated questions.

Authors. You can assign authors from staff members or get help from professional writers.

Knowledge base software selection

To build a knowledgebase you can choose from multiple types of software depending on your needs and resources. Here’s the functionality required to keep the perfect KB.

Knowledge base system features

Article editor with templates for SEO. You can customizable article templates for KB types allowing you to create edit and format content with

Add images and visuals

Add links

Add both meta tags and descriptions

Created branded look

Even though you can create the best headings and categories, you need a search bar paired with a powerful search engine that allows visitors to discover necessary key content with even partial keyword matching, spelling mistakes, and typos.

The search has to be fast, with the software scrolling through unlimited articles to find the most apt result quickly.

Feedback: You can place any number of feedback options ranging from thumbs up and down buttons on a 1 to 5 rate scaling and also have the opportunity to leave comments too.

Analytics.  You also need a reporting mechanism that monitors knowledgebase performance, what people search for most as well as to identify content gaps. 

Utilizing Analytics for Content Optimization

Using analytics tools can provide insights into how users interact with your knowledgebase, including which articles are most popular, how users are finding your content

Different studies show that 69 to 85% of consumers want to resolve their own problems on their own. It’s simply faster that way. Self-service and its importance is increasing and the knowledgebase people use is the prime reason why. Research shows that customers like knowledgebase compared to other self-service channels so create one.

Many knowledgebase platforms come with built-in search analytics that allow you to see what users are searching for. This insight can help you understand if users are finding the content they need and identify topics that may be missing or need enhancement in your knowledgebase.

Embedding options. You can also show KB articles on all or some pages of your site. You can present the helpdesk content as content on a sidebar, popover and widget.

You can also create other communication channels like live chat chatbot or forum and allow customers to get personalized assistance.

Integrations. A rich support system is convenient for the team to check for pre-established integrations with the CRM for popular chat apps and more. The platform must come with open APIs to create custom connections with it to systems to enable seamless data sharing as well. It is worth the effort for mobile-responsiveness. The KB software can adjust the content layout to make it convenient from any device.

You can also set permissions for different user groups so that designated experts are able to modify, publish, and view content. It also maintains public and private KBs.

Localization and translation. If you operate globally around the world and want localized content for different place, and the software has to translate to different languages, converting currencies as well as measurements.

Multiple KB creation. If you operate different businesses or under different brand, create a number of KBVs and manage from a single login.

Here are some quick ways to get the most out of knowledgebases

1. Track User Engagement Metrics

Keep a close eye on metrics such as page views, average time spent on each article, and bounce rates. High page views and time spent can indicate content that is engaging and valuable to your audience. Conversely, a high bounce rate might suggest that the content is not meeting users' expectations or that they are having difficulty finding the information they need.

2. Monitor Feedback on Articles

If your knowledgebase software includes a feature for users to leave feedback on articles, such as rating their helpfulness, pay attention to this data. Articles with lower ratings may need to be revised for clarity, accuracy, or relevance. This direct user feedback can be a goldmine for content optimization.

3. Identify Popular Content to Guide New Articles

Analytics can show you which articles are most popular and engaging to your audience. This information can guide your content strategy by highlighting topics that are of high interest to your users. Creating more content around these popular topics or expanding on existing articles can further enhance user engagement.

4. Use Behavior Flow to Understand User Journeys

Behavior flow analytics show the path users take through your knowledgebase. This can reveal how effectively your content is organized and whether users can easily find related information. Insights gained from behavior flow can inform adjustments to the structure of your knowledgebase or how articles are interlinked.

5. Leverage Keywords Data for SEO Optimization

Pay attention to the keywords that drive traffic to your knowledgebase from search engines. This data can inform your SEO strategy, helping you to understand which keywords to target in future articles or which existing articles could be optimized for better search engine visibility.

6. Set Goals and Measure Progress

Define specific, measurable goals for your knowledgebase, such as increasing page views for certain articles, decreasing bounce rates, or improving the helpfulness rating of content. Use analytics to track your progress towards these goals and adjust your strategies as needed.

Ultimately

Don’t be promotional with your knowledgebase. Work with information customers about details of product or service along with insights from any experts. It’s a much better marketing tactic than anything else. Give people insights and tell about the benefits of something and offer a transparent picture. A knowldegebase should be seen as a platform where you sincerely inform customers about the details of a product or service. It’s a good marketing tactic as well as the company is invested in building awareness of their products regardless of merits or issues.

Give people insights and showcases risk associated with a product. This can endeavour to provide customers a transparent picture of product and doesn’t have to befool them with false information. This could harm customers.

Conclusion

Utilizing analytics for content optimization is a continuous process that can significantly enhance the effectiveness of your knowledgebase. By understanding how users interact with your content, you can make data-driven decisions that improve the user experience, increase engagement, and ultimately contribute to greater brand awareness. Regularly reviewing and acting on analytics data ensures that your knowledgebase remains a valuable resource for your audience and continues to support your brand's growth.