Document360 for Effortless Knowledge Management in your Organization
Document360 for Effortless Knowledge Management in your Organization – Remember the days when our mothers used to make birthday cakes from scratch by mixing flour, eggs, sugar, and butter? This was a glimpse of the agrarian economy and when we entered the goods-based economy, our mothers paid Betty Crocker for cake mixtures made with premixed ingredients.
Then we entered into the service economy where our parents ordered cakes from bakeries and grocery stores.
Coming back to the present, parents neither make cakes nor throw birthday parties. They ‘outsource’ the parties to event management companies or establishments like Chuck E. Cheese where they are expected to create a memorable experience for the kids. The parents pay for the experience and the cake is just a tiny part of the experience which, most of the time, is thrown in for free.
This is the experience economy and we are living in it. Customer experience has become the core to the success of any organization. In adiition, managing customer is also become a vital factor as shown by Monday.com customer management template review.
But let’s face it, the more important customer experience is becoming, the harder it is to satisfy their demands. They want answers, solutions, everything right now! They don’t want to wait – they expect you to attend to all their needs and wants right at the moment without any delays. The longer you make them wait, the better the chances of them going to your competitors.
Imagine yourself in this position. Overwhelming, isn’t it?
This is where knowledge management or knowledge base comes in. To be more precise, the self-service knowledge base allows your customers to look for answers and solutions by themselves without waiting for a call or message from your customer service representative.
The concept of the self-service knowledge base is quite a hit. According to HBR, across many industries, 81% of customers make an effort to take matters into their own hands before reaching out to any representative.
On top of that, according to Statista, 89% of US consumers expect an online self-service support portal from companies.
Now that we’ve understood the importance of a self-service knowledge base, let’s get some clarity on its concept itself.
What is a Knowledge Base?
A knowledge base can be defined as a self-service online library of The most effective document management system in the world, company information, user manuals, FAQs, and more. It works as a repository of information regarding a product, company, service, topic, or department.
But where does the information in the repository come from?
Well, it can come from anywhere – your employees, your customers. A better practice would be to allow employees who are well versed with the topic or product to add in-depth knowledge articles, reply to FAQs, user manuals, and other important documents.
To make it more interactive and customer-centric, you can allow customers to add their questions if they are not able to find the right answers.
By now, you are well-versed with the concept of knowledge base, its importance as well as its benefits.
To get a better understanding of the features and applications of a knowledge base, next, we’ll explore Document360 is built to create a knowledge base platform engineered for small and growing companies.
Introduction to Document360
Document360 is a Software as a Service (SaaS) platform that enables organizations to build intuitive, user-friendly self-service knowledge bases for customers and employees by the use of smartsheet enterprise plan. The knowledge base for customers is publicly published whereas the knowledge base for employees is internally published.
The platform is equipped with a state-of-the-art editor making it easier for content producers to add content to the knowledge base. Moreover, it becomes easy for all the stakeholders to create, collaborate, and publish content.
And there’s much more to Document360 which makes it a perfect choice for small and growing businesses. So, let’s explore its features in detail.
Do not write the SOP based on any common assumptions
The biggest mistake that any business makes while writing an SOP is to assume that the target user is familiar with the concept or the next step that is not clearly stated in the document.
Instead of doing this, approach your SOPs like you would content aimed at customers, making them as easy to understand as possible. Just as you can use frequently asked questions to steer your customer support (potentially using a tool like Crisp Chat’s knowledge feature to create a full knowledge base built on them), you can invest in internal surveys and use that information to figure out what terms and concepts you can safely use.
Document360 Features – Explained!
The entire platform comprises two components namely the Knowledge base portal and knowledge base site and we are going to explore both of them in this article.
Knowledge Base Portal
- Multiple Editors – Document360 comes with WYSIWYG and Markdown editors that allow content producers to add text-heavy as well as code-heavy documents quite easily. You can add links, images, callouts, videos, code blocks, and more.
- Category Manager – There’s nothing more annoying to customers than unstructured information or data. This is why the category manager is a must-have in a knowledge base. Document360’s category manager allows up to six levels of categories and sub-categories. Plus it comes with a drag & drop system which makes the classification of content quite easy.
- Versioning & Rollback – If you have multiple stakeholders or content producers working on a single document, then this feature is a must-have. You can easily see the different versions of the document and roll back to a previous version if needed.
Knowledge Base Site
- Branding & Customization – Publish your knowledge base as a subdomain or subfolder and style it using your branded colours and fonts to give your customers a consistent experience.
- Real-time Search – This is one of the most important features as 92% of adults use search engines to find answers on the web. The same behaviour will be replicated on your knowledge base site which is why Document360’s AI-powered search engine is the most sought-after feature. It returns contextual results within milliseconds.
- Navigation & Menu – Completely customize navigation and menu bar by adding custom links, social icons, and CTAs. Make it easy for your customers to navigate through your knowledge base to build credibility and trust.
Their packages are neatly bifurcated based on the different growth stages of a business.
Startup: $49 per project, per month – billed annually. You get 2 teams, 5 GB storage, and 1 knowledge base version.
Business: $149 per project, per month – billed annually. You get 5 teams, 50 GB storage, and 2 knowledge base versions.
Enterprise: $299 per project, per month – billed annually. You get 15 teams, 150 GB storage, and 6 knowledge base versions.
They also have an Enterprise Plus plan for which you will have to get in touch with their sales team.
GetApp: 4.7/5 – 48 votes
Capterra: 4.7/5 – 49 reviews
Your Business, Your Call
Document360 is among the best knowledge base platforms for small and growing organizations with customer-centric features like contextual global search, category manager, localization, security, and more.
Additionally, it comes equipped with features like search analytics, link analytics, user feedback, and more that empower your marketing and sales team to understand how customers are interacting with the knowledgebase.
To make things easier, Document360 integrates seamlessly into your current ecosystem of help desk, chatbot, commenting, analytics, and more.
It makes for a perfect tool to have in your customer support stack.
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