316: Marybeth Alexander — Knowledgebase Secrets

This podcast episode explores the importance of knowledge bases in software companies, highlighting the challenges and future possibilities. The speakers discuss their experience in building a knowledge base tool and the pivot from a help desk tool to a specialized knowledge base tool. They emphasize the significance of documentation and the benefits it provides, such as improving customer experience, saving time for the support team, and serving as a marketing tool. The conversation also touches on AI integration, ticket deflection, and the value of private knowledge bases. The episode concludes with a discussion on the pricing strategy, the focus on growing a DIY customer base, and the motivation behind staying in a lifestyle business. The speakers advocate for purpose-driven businesses, employee ownership, and the triple bottom line approach. Overall, this episode emphasizes the importance of knowledge bases in software companies and the need to prioritize purpose, people, and community in business.