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Your organization’s knowledge base is one of your greatest assets. Your knowledge base helps you sort and store company information for easy access. You can even use your knowledge base to create a dynamic help site. 

We’ve talked a lot about personalization before. From a customer experience perspective, personalization opens new doors by delivering content to current and potential customers that is unique to them. It can help reduce customer service tickets and build brand credibility.

There are many common ways to personalize content, but you may have never considered the security benefits of personalization. It’s not all about creating engaging user experiences. Personalization can also help businesses provide secure access to information, making it a substantial organizational asset.

This is especially important in our remote-centric, digital world. Personalization for secure access means the content is filtered by what a user has access rights to see. This is important because personalization can solve tricky problems with distributing content that has secure content mixed into public or non-secure content.

Filtering access like this allows the right people to get the right information. It keeps internal information secure while allowing customers access to the content they need. 

With structured content, your authentication information is built into the content itself. This makes it easy to filter content based on user authorization. 

Here’s what this looks like in action.

Prospective customer access

When potential customers have access to help documentation, it gives them a deeper understanding of your brand and what it’s like to do business with you.

In fact, 81% of potential customers will research your products or services online before buying. This makes your content a valuable part of the buyer’s journey. You may want to give prospective customers access to introductory information to help them make a decision about your business.

But prospective customers may not need access to all the information that current customers need. For example, a toaster company might give access to sell sheets for different toaster models to prospective clients.

Member access

After becoming a customer, it may make sense to expand the access you give to users. When you personalize content for current customers, you can show them information that’s specific to the products or services they have purchased.

Existing customers might have a login portal where they can enter their credentials and are then allowed greater access to company knowledge.

Let’s take our toaster company example. Once your customer buys a product, you might give them access to version-specific manuals, instructional videos, and FAQs on how to use the toaster.

Employee and internal access

Your employees need access to more sensitive information than your customers. For example, employees at your toaster company may receive access to price sheets, competitor info, and other internal toaster documents. When you use structured content, you can designate any level of access to your content.

Your organization may have different roles that need unique access capabilities. With Heretto, you can personalize any content for any role.

Keep secure information safe

A knowledge base or portal is quite literally a door into your organization’s knowledge and information, so keeping that door secure is a high priority.

One thing you can do to keep your knowledge base secure is to make sure your software provider is SOC 2 compliant. SOC 2 is a certification that ensures the provider is following certain measures to keep data secure.

Secure Access to your portal

Is your portal ready for secure access? If you’re interested in learning more about creating a portal, or what personalization can do for your content, talk to us today.

Watch The Rise of Content Atomization to Support AI and Advanced Personalization with Kathleen Pierce

Sarah Cuellar
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