Knowledge Base Systems, Two major pain points are silently killing productivity and customer satisfaction:

Problem 1: Internal Documentation -> Employee time sink

Employees spend a staggering 1 hour and 42 minutes daily searching for answers, equivalent to 21.5% of the workday [1]. This painful search for answers leads to decreased productivity and increased frustration from employees. We have all seen the circle of finger pointing resulting from no one knowing how the product works.

Problem 2: External Documentation -> Frustrated Users and Clogged Support

When users can’t find answers, they become frustrated and flood support channels with repetitive queries. This not only overwhelms support teams but also leads to longer resolution times and decreased customer satisfaction.

The root cause of both? Poor quality documentation and a lack of a single source of truth. It’s a classic case of “garbage in, garbage out.” You can’t expect great answers from garbage documentation.

The solution lies in creating high-quality, up-to-date documentation that serves both employees and users. By investing in a robust knowledge base, you’ll:

• Reduce the number of support tickets and inquiries
• Increase customer satisfaction and loyalty
• Improve your support team’s efficiency and productivity
• Enhance your brand’s credibility and authority in the industry

Don’t let poor documentation hold you back. Start with high-quality content and watch your Knowledge Base System boost productivity and customer satisfaction.

💡Remember: SaaS company’s spend around revenue 10% of revenue on customer support and customer success [2]. Having a well built out support flow is becoming essential to business success. Putting in more effort at the beginning of the support flow will save a business money and time from customer friction and developer hours diving into how the product actually works.

Follow our journey to help solve the problem of the support flow!

Source:

[1] StarMind, “The High Cost of Inaccessible Knowledge” (2022), https://www.starmind.ai/high-cost-inaccessible-knowledge-report 

[2] https://www.saas-capital.com/blog-posts/spending-benchmarks-for-private-b2b-saas-companies/#:~:text=How%20much%20do%20SaaS%20companies%20spend%20on%20customer%20support%20and,unchanged%20from%20the%20previous%20year.