Software as a Service (SaaS) applications are becoming a common fixture in the operations of businesses and organizations throughout the world. It's no surprise, given their ease-of-use and general affordability. Anyone with an Internet connection can typically access and utilize most SaaS programs, which range from online appointment-scheduling software to e-marketing and accounting applications.
However, like all software applications, no one is an instant expert on the ins and outs of software. It takes a lot of hands-on experience and a continually learning of the purchased system and its functionality. And some assistance along the way is important in achieving this.
In many SaaS applications, this help comes in the form of a basic help center or FAQs page. But for some programs, it's found in its knowledge base.
WHAT IS A KNOWLEDGE BASE?
A knowledge base is a general term used to describe an enhanced help center where current customers and clients (and possibly interested parties visiting the business' Web site) can find in-depth information on the software itself and possibly on the technology in general. It's generally accessible right from the business' Web site or social media page.
Although the look, feel and content of a knowledge base can widely vary, some common items found in these helpful programs include:
• Articles. These can be informational or educational pieces, "how to's", or step-by-step tutorials on the features and functionality of the selected system. They can also be more general articles that address topics of interest to users and of the technology in general. These sometimes are articles published on article distribution sites such as ezine or pieces that ran on internal blogs managed by the business or organization.
• White papers. Another common item in knowledge bases is white papers, which are thorough and informative reports that help outline common issues and offer solutions. These are usually well-researched and offer more statistics and facts than general articles.
• Videos. These can accompany articles or be accessed separately. As many of us are more visually oriented, they can be a great tool and valuable alternative to lengthy articles.
• Press. In addition to serving as a resource for customers and visitors, a knowledge base can also serve as a location to showcase media mentions, such as articles, press releases and external blog posts.
• System updates. A knowledge base is also a logical spot for a SaaS company to post updates and upgrades to its system. When properly promoted, a knowledge base can be the "go-to" place customers and clients go to check out the latest information on the company.
Locating information quickly and easily is essential for a successful knowledge base to generate and keep a loyal group of followers. Most knowledge base programs make it easy for users to find what they're looking for by allowing them to conduct a search (similar to the search engines offered by Google and Yahoo) or browse by categories.
KNOWLEDGE BASE AND CUSTOMER SUPPORT: A PROVEN COMBO!
Some SaaS providers really stand out from the crowd, not just because they offer an advanced knowledge base full of pertinent and relevant information, but by teaming it with a customer support team that's readily available to answer any questions or concerns their customers may have. It seems like a necessary component of a successful SaaS business, but it's a trait that many providers lack. Once a business owner or staffer signs up, he or she may be left in the dark, with only an inadequate help center or FAQs page to assist it.
A knowledge base can be the first step in the process, a reliable resource where customers can look up information and answers to their questions. For more immediate or pressing needs, or if they're unable to find what they're looking for in the provided knowledge base, the customer can contact a member of the SaaS providers customer support team, if available. Depending on the service chosen, a customer may have the ability to reach out to them via phone, e-mail or chat.
Incorporating new software into your business or organization's operations can be an important step in improving both internal and external processes. It can also be a trying experience, especially if the SaaS provider chosen does not offer resources to help you and your business succeed. When choosing a SaaS provider, be on the lookout for a knowledge base, enhanced help center, and expanded customer support. It can mean the difference between a full-functioning application that does what it's intended to do and one that frustrates owners and staff alike.
Eric Richard is the public relations specialist for Appointment-Plus, an online scheduler calendar that has booked over 70 million appointments and reservations since its launch in 2001. Almost 5,000 businesses throughout the United States, Canada and 10 other countries rely on the online scheduling calendars for such tasks as scheduling customer reservation and appointment times, booking rooms, facilities and equipment, accepting online payments, sending reminders, and e-marketing. Its developer is StormSource, a Scottsdale, Ariz.-based technology firm specializing in the development of online appointment software for a wide variety of applications and industries. Geared primarily toward small businesses such as doctors' offices, spas, health clubs and massage therapists, users of Appointment-Plus also include Fortune 500 companies; colleges and universities; healthcare agencies and facilities; federal and local government; and freight and delivery services.
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