Create a help center to promote business development in SaaS industry.
SaaS industries need not only great products, but also good customer service. In long run, retaining existing users is more important than acquiring new customers. Currently, key to improving customer service is creating a help center. as a help center for users has now become a trend.What is SaaS
SaaS is short for Software-as-a-Service, which means software as a service, that is, providing software services over a network. The SaaS platform provider uniformly hosts application software on its own server. Customers can order required application software services from manufacturer via Internet according to actual work needs, and pay manufacturer according to number of services ordered and And via Internet Get services provided by Saas platform providers .What is Help Center
Help Center (also known as user manual, instruction manual, etc.) is content that a user of a product makes available to users to help them get started with product faster. With development of Internet, technology has gradually been integrated into our daily lives, and various software has penetrated into our lives, work and study. When user encounters software of product for first time, they are not familiar with usage method, functional characteristics, operation features, etc. At this time, reference documents come into play, software system is constantly updated. and repetitive, and users can also directly access help documents to view related content.Pain points in SaaS industry
The importance of help center is clear for SaaS products with many work steps and fast iterations. As a customer service, O&M, and SaaS product management staff, do you often encounter following issues:
Product Help Center is intended to present users with all problems that users might haveencountered during use of product, in form of questions and answers (which can be understood as an electronic version of product manual). . The Help Center provides users with a fast self-help channel, which not only reduces burden on customer support, but also saves users time to troubleshoot, thus optimizing product's customer service. The following are product help center recommendations for SaaS industry:
This is an online tool for editing documents and sharing content. It not only provides users with an easy-to-use knowledge sorting platform, but also provides a high-quality knowledge publishing platform. The content of document will be automatically converted to website using setup. URL links can be accessed, which is convenient for customers to browse web, help them understand product, and provide a convenient experience for users.