A New Dimension to Self-Service: Knowledge Base

In 2024, the majority of your users don’t want to go to customer support for an issue they have with your product. They would rather try and solve the issue on their own first, and beyond offering stellar customer support, it is also our responsibility as SaaS products to offer solid self-service options.

And what better self-serve solution is there than a knowledge base? Enter UserGuiding Knowledge Base 🌟

UserGuiding Knowledge Base is our newest feature we’ve designed for better user experiences, even when they are running into problems. It is a centralized hub for support materials with a mission to streamline self-serve help.

See our all-new Help Center made with UserGuiding's Knowledge Base 🚀

Here are the benefits of a UserGuiding Knowledge Base:

Support Resources, All In One Place

The primary benefit of a UserGuiding Knowledge Base is its ability to create help articles and gather all customer support resources together in one place. Via the Knowledge Base, users can easily figure out what their issue is and how to solve it while support agents can stay on top of now decreased support tickets thanks to self-serving users.

Consistent User Experience

UserGuiding Knowledge Base is essentially a standalone page, but it is also accessible within your product via the Resource Center. End users can easily look up their problems without leaving your product. Moreover, you can easily customize your Knowledge Base to match your brand colors and UserGuiding in-app elements, further offering seamless user experiences.

Streamlined Support Efforts with Analytics

Accompanied by its very own analytics dashboard that displays what’s being searched, which pages are being visited by which users, and more, Knowledge Base helps gather insights into user behavior. With UserGuiding Knowledge Base, support teams not only offer better self-service but they also get to gather the insights to optimize it constantly.

Learn how to activate and set up your Knowledge Base right away:

And new features doesn't end here, we've got another one...

Elevate Your Testing Capabilities: A/B Testing Attributes

We've introduced A/B Testing Attributes, enabling you to easily create randomization attributes for testing. You can now create four different types of randomization attributes: random A/B, random A/B/C, random A/B/C/D, and random custom numbers. This new capability allows for more precise and varied testing scenarios, helping you optimize your user experiences and make data-driven decisions with ease.

Read more on how to create A/B Testing Attributes.

And soon, we'll be introducing a whole new A/B Test reporting capability for you effectively track your test progress. Stay tuned...