Kovai.co is a premier enterprise software and B2B SaaS product company based out of Coimbatore, India, and London, UK. Saravana Kumar is the Founder and CEO of Kovai.co. In a recent interaction with team IT-Voice, he answered questions explaining the significance of centralizing data in Banking/ IT/ITES/manufacturing. Here is an excerpt from the interaction:
Prateek: How can organizations manage customer problems in a proactive manner through Documentation?
Saravana Kumar: Documentation helps your business in reducing churns, by building a strong relationship with customers. With reactive documentation, you can reduce your customer support requests, the amount of overflowing tickets and save time. Almost all of the documentation processes, steps, and procedures are documented and stored as a self-service knowledge base where customers can view, learn and explore the entire process themselves and save their time.
Prateek: What are some of the advantages of centralized data?
Saravana Kumar:
- A centralized database improves the communication process in an organization by paving the way to handle cross-functional projects.
- The information that is obtained and stored serves the entire company and thus results in a higher level of security.
- Employees can collaborate and share ideas across the organization by allowing better growth for the company.
- With a centralized database, there is a high degree of transparency and accountability in the organization.
- Centralized data speeds up the decision-making process and saves more time and cost.
Prateek: How can Document360 help bring more sales opportunities?
Saravana Kumar: Proper documentation in place will help customers to refer whenever they require it. When customers can find all of their queries in the documentation, it helps them save time which increases their likeability of the product. As a result, there are fewer churns and more sales.
Prateek: Why is it significant for SaaS products to use Knowledge Base?
Saravana Kumar: Being a SaaS company, getting hundreds of support tickets from customers every single day is normal. When most of the questions are repeated and frequently asked questions, it is better for companies to keep all of them under a self-service knowledge base portal with frequently asked questions. With Document360, a knowledge base platform, businesses can experience more than what a normal SaaS customer support does. By lowering the number of tickets, and providing better support, a knowledge base like Document360 will help your business in the long run.
Prateek: How can Document360 assist in delivering 24/7 excellent customer support?
Saravana Kumar: A smart assistant with 24*7 automated support and security is what you need as a business and Document360 has it all. Our knowledge base assistant helps your business to engage with potential customers and helps in converting them. The bounce rate is reduced to a great extent as the customer who visits the knowledge base assistant seeks all the information from the documentation itself. Customers save a lot of time and gain immense value in finding the information with ease.
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