April 1, 2009

Silverback Strategy

Posted by Rey Villar

The Treasure Trove Under Your Nose: Your App’s Knowledge Base

Many enterprise softwares offer online “knowledge centers” that offer a wealth of advice and explanation. These can provide an excellent resource and will help you unleash the full potential of your application. Don’t just wait for something to go wrong with your program before you head to its knowledge center in search of an answer. Take the initiative to explore what it can offer you and visit it regularly to really educate yourself.

For example, BrokerOffice’s Knowledge Base offers dozens of support articles covering everything from how to export leads from the database to how to install the quote engine onto your website. It also archives interviews with top agents that can be listened to anytime on the BrokerCast.

These sections tend to be multi-media and so appeal to every kind of learner. Another section of BrokerOffice comprises video trainings such as “Quoting and Proposals” and “Configuring Autoresponder Emails.” Another great video resource are the “Lunch with Norvax” videos that cover more general topics like “Debunking Website Myths” and “Top Producer Roadmap.” This section in particular offers a simple (and free) way to get specific sales and marketing tips.

Other tools will usually include a glossary, list of manuals, and if it’s one of the better applications, a discussion or tutorial on some of the issues of the day. Either way, don’t sleep on this valuable resource—especially since it’s right under your nose!