Startup Resources: Knowledge Management and SaaS Growth

By Fernando Berrocal

One of the most difficult challenges you'll encounter as a "Software as a Service" (SaaS) Business Owner is educating your customer base about how to utilize the service you provide. You'll need to teach each one of your end-users how to use your software, and they'll almost certainly have some questions about the functionality of your service. That's why a "Knowledge Management System" is one of the most effective methods to serve your customers while also helping in the development of your SaaS business as a whole.

What Is Knowledge Management and How Does It Work?

The practice of compiling important documents and information in one single area is known as "Knowledge Management". A SaaS knowledge base refers to this centralized location. Customers and workers can easily access the information they need about your service utilizing our knowledge base.

Your knowledge base, for example, may include written tutorials on how to utilize your software step by step to all level users. Employees and customers may utilize the knowledge base's search function to obtain answers to questions about how to use specific features of the software. Using a centralized knowledge management system within your SaaS business has several important advantages.

Customer Onboarding Made Easier

For starters, a knowledge management system makes onboarding your customers considerably easier. When it comes to bringing in new clients to your business, teaching them how to utilize your service is essential, but you probably don't have the time or manpower to sit down with each one individually and teach them one by one.

You may provide detailed lessons on how to utilize your service in your knowledge base. Then, as customers are learning how to utilize the service, you may offer material that answers the most typical questions they have. You will be able to minimize the number of workers needed to train your new clients by making the onboarding process more effective, resulting in satisfied customers.

Knowledge Management and SaaS



Reduction in Customer Service Time

An important advantage of using a SaaS knowledge base is that it might help you minimize the amount of customer service requests you'll get. Customers will contact your customer support team less frequently if you provide them with easy-to-find information. They'll be able to discover their answer far faster than if they had to wait for one of your customer support employees.

Your employees will be able to use the knowledge base to quickly discover solutions to any concerns. Not only can the knowledge base assist your staff in finding information about your software, but it may also direct customers to the material. Your staff will be able to save a lot of time if they reduce the number of requests they get and speed up the procedure for the ones they do receive.

Knowledge Management and SaaS



Keep your Vital Information Protected

A knowledge management system protects your critical data. You might not want to make all of your important "how-to" documents go public. Rather, you'd limit them to guests, such as paying customers or your workers.

If you just upload all of the material online in the form of a blog post, this is a little more difficult to accomplish. However, with a knowledge management system, you can safely protect your data and guarantee that only those who have been invited can see it.

Start looking at "Knowledge Management System" to aid in the growth of your SaaS Business

There are several things you can do to aid the growth of your SaaS business. But, at the end of the day, you'll need to provide a better customer experience while still cutting expenses. While there are other options, incorporating a knowledge management system is one of the easiest and most successful.

If you don't have a centralized, safe location for your company's critical data yet, now is the time to start thinking about it. You can start reducing customer support time, increasing employee efficiency, and cutting expenses once you implement a knowledge management system. Begin by researching the many knowledge management systems available, then select one that best fits your existing software and budget.

Ready to bring your startup to the next level? Apply to MassLight’s next batch. MassLight supplies capital and a dedicated tech team. We take equity in return. Have questions? Refer to our FAQ page.

About Us

Started in 2003 in Washington DC, Masslight has served the DMV for 18+ years. We serve enterprises and startups with full-stack development and long-term project management services.

Contact Us

masslight logo
©2019 MassLight Inc.
Website by Oneness Co-Creative