Creating a knowledge base starts with internal knowledge training. When a team member understands a product through and through, they improve the efficiency of your company. This is done by providing detailed product information throughout every step of the customer value journey, starting with documentation. Doing so results in more use of the product.
Your Knowledge base shouldn’t just be long and boring text littered with technical jargon. To provide the best customer experience (and the most value), you need to incorporate videos, animations, screencasts, product overviews, reviews, etc., into your online training. This not only makes it more interactive and engaging, but it also allows customers to retain information when learning about your product.
It all starts with developing effective employee product knowledge training for your entire organization. Do that, and you’ll build a positive company culture and instill confidence in every team member.
Long story short:
Develop product training that allows your employees and customers to be product knowledge experts. Your company will reap the benefits from reduced support requests from customers and more referrals from word-of-mouth marketing.