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Knowledge base and customer onboarding for B2B companies


Knowledge base and customer onboarding for B2B companies

Every time a company recruits a new customer, its efforts should focus on getting them to stay. In the case of B2B services, there are two essential processes for this:The onboarding that transmits to the new client all information regarding the product or service you have decided to hire. This way you can start using it right away and get the most out of it.
The knowledge base , to guarantee that the employees of the contracting company can immediately start using the new product or service, and consult frequent doubts that arise during its use.
These two points are essential if our objective as a B2B company is to achieve loyalty, so in this article I will talk about how to carry out the entry of a new canada mobile phone number and how to develop a knowledge base that allows your employees to adapt quickly to your products or services. Do not miss it!list_altIndex of contents
Onboarding a new client
Knowledge base or knowledge base
Onboarding a new client
By defining an onboarding process in detail, we guarantee that our new client understands as quickly as possible how the product or service they have contracted with our company works.For this, it will also be important to have a knowledge base, which I will tell you about in the next section.Knowledge base and customer onboarding for B2B companiesAn effective onboarding process includes the following aspects:



Anticipation. If we can anticipate the doubts and questions that the new client may have when using the new product or service by providing as much information as possible, we can facilitate their familiarization with it. To achieve this, we can collect possible doubts by asking our employees or other customers what the most complicated stages were when they started using it.
Workflows. The automatic chains of workflows or workflows allow to offer relevant information at the right time. An example of a useless effort: Email the customer about the operation of advanced commands if he is still familiarizing himself with the basic commands. A more useful Betting Email List : sending a series of information pills via email so that the client has relevant information in the right context.onboarding workflows
Continuity. An onboarding process that does not end is always the one that best loyalty to customers, since they will always feel cared for. Since there will always be the possibility of adding new functionalities, updates or improvements to the contracted product or service, we must make available to the client the possibility of receiving notifications regarding these changes.
Automation. Thanks to it, we will be able to achieve an efficient onboarding process in which automatic actions will help us reduce our time of involvement.
Gamification. Gamifying allows the client company and its employees to feel more motivated when it comes to learning how to use the contracted product or service. In addition, learning through play is much more effective. An example is found in the creation of a dashboard that gathers the progress of all employees as they use the product or service. This will awaken your competitive spirit in which each employee will want to be the one who gets the most points, which translates into a better learning of the product or service acquired. In addition, it allows you to create a space in which employees can share learnings or solutions they have found for specific situations in their day-to-day life.
Tracing. Staying in contact with the customer is important to find out if they need support in any way. In addition, it also helps us to receive feedback to know how we can improve. For this, we can schedule meetings, use anonymous online forms or use applications such as Happy Force so that the client and their employees freely express their opinion.
onboarding follow up happy force

In addition to everything discussed so far, we must bear in mind that the client onboarding process can benefit from other advances such as, for example, lead nurturing chains or automatic emails that include a daily information pill about the product or service that have hired.

Here is an example of onboarding that BBVA has developed for its new clients:

onboarding exampleIf, for example, your company is dedicated to marketing customer management software or an analytics tool, you must make sure that the companies that acquire your product have all the necessary support so that the implementation of your software in their company is carried out done with as little friction as possible and that your team has all the information necessary to answer your questions. This way, you can make sure they understand your product, feel good about using it, and therefore want to stay with you.

Knowledge base or knowledge base
The knowledge base is a database created specifically to manage the knowledge of the employees of a company. This knowledge can include all the information related to the product or service that the client has contracted with us. In this way, your employees will have a guide and documentation that will help them in their learning .

In addition, the knowledge base can include other aspects such as, for example, a list of contacts to go to in case of doubts or recommendations about how senior managers can transmit information vertically to employees.

Although the development of a knowledge base is more useful for the services or products offered by B2B companies, sometimes it is also suitable for B2C companies, such as, for example, in the case of marketing a tool for personal use whose use is complex.

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Another use that we can give to the knowledge base, and not so related to the commercialization of our products or services, is to facilitate the incorporation of new members to the team or the change of departments within the company itself .

With this tool we can collect and organize all the information they may need to know the responsibilities of the new job, which will speed up the adaptation process.

All of this can be achieved through different formats:

Internal website . Through an intranet, we can create a website that only employees can access and that includes all the necessary knowledge and information.
Wiki . It is a collaborative website where employees can create and edit content as they learn about the new tool. For example, those who are easier to learn how to use it, can help their colleagues through the wiki.
Interactive glossary . It is a kind of dictionary that brings together a series of definitions in alphabetical order of terms. Links to other definitions are included in the texts of each definition so that the user understands how the different concepts are related to each other.
FAQ or frequently asked questions . A list of common questions and their respective answers. To develop it, it is necessary to know which are the doubts that most arise when learning the new tool. You can present these questions with your answers in video format.
Alerts . Notices about updates, news, content, etc. in relation to the contracted tool.
These two solutions are not mutually exclusive , they can be perfectly combined and give rise to a much richer and more efficient knowledge base. It is also very important that the information contained both in the onboarding and in the knowledge base is constantly updated , since, otherwise, it could generate the opposite effect to what we are looking for and that our new clients feel that we are not up to date or that we are unable to resolve your doubts.

Now that you know these two options, do you think they will help you build customer loyalty? I would like to know your opinion, share it with me in the comments section!

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