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Why Should a SaaS Startup Use a Knowledge Base? – ReadWrite

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Why Should a SaaS Startup Use a Knowledge Base? – ReadWrite


Waiting for a customer service representative for a long time can really be haunting. In today’s face-paced world, all the customers are expecting instant answers. It is evident that the customer success team should also automate answering questions to their customers so that the process becomes smooth.  

It is high time for businesses to adopt and automate their SaaS businesses with tools like a knowledge base that helps in different business areas. Now, you can create a knowledge base for your SaaS business that enables you to provide instant answers to the customers, which is the need of the hour.  

The reason is simple: Whenever there is a person who wants to learn about the service or the product, a self-service knowledge base is a go-to place these days. That is how the person is directed to.

 

What is a knowledge base?  

A knowledge base is a self-service tool that helps users to solve their queries instantly. It is a platform to store all the data, or information about the company, product, or service, other topics related to the business, and some of the most frequently repeated questions.  

A public knowledge base helps a SaaS business to provide answers to most of the queries that their customers frequently ask. It can be in the form of FAQs (Frequently asked questions), how-to documents, product guides, and much more.  

On the other hand, an internal knowledge base helps your business work together and collaborate easily. In addition, it can help your business with the onboarding process and information that allows the internal employees to learn and benefit inside the organization.  

Be it a start-up or any business, when your customer base starts growing, it will be really challenging to consistently answer calls with the customers. That is why investing in the right knowledge base in the early stage of business is necessary. 

Benefits of a knowledge base  

The purpose of a knowledge base is to provide value and information together. Without contacting customer support, customers can quickly learn from the informative articles or tutorials you provide in the documentation in your knowledge base.  

A knowledge base is a great helping tool for any business to keep their customers and users happy by serving them answers to all their queries instantly. This also helps in minimizing churns as the customers are satisfied.  

A knowledge base can be created either solely for the customers or the employees. Then, based on the requirements of the business, you can either choose a public or a private knowledge base. Along with that, the structure of the knowledge base can be created based on the business you do.  

Both the internal and external knowledge base can benefit the business, and the customers to a great extent. However, here are some significant benefits that you will get if you start using a knowledge base:   

  1. Reduce the customer support costs  

If you are a Start-up, you would obviously look to reduce the costs of spending over customer support. And it is also mandatory to look that you should not compromise on the quality of the support calls you offer to your customers. In such a situation, having a knowledge base that helps your customers clear all the queries and being able to help your customer support team as a helping hand will be a solution where everyone benefits.  

Having a knowledge base that is extremely helpful in creating FAQs, How-To guides, step-by-step tutorials, and much more will add more value to the customer support team, and even a small group of customer support representatives can handle many customers as most of the work would be automated with the help of a knowledge base.  

2. Improves overall customer experience  

For a SaaS start-up that is very new in the field, giving the right customer experience might be a little difficult. However, having the right knowledge base helps to improve the customer experience to a greater level.  

A well-structured knowledge base gives your customers instant results on whatever they search for with a 24*7 experience. In addition, a vast knowledge base makes the features more accessible to the users and offers a great user experience. Be it a product-related query or solving one of the most frequently asked questions, you can always make the knowledge base provide precise and clear answers to your customers.  

This also helps reduce a lot of customer support tickets, which is a result of a great customer experience.  

3. Provides easy access 

Be it your employees, or consumers, having a knowledge base gives easy accessibility to your users. This will help the users understand how to use the knowledge based on their queries or doubts about your product. One of the significant outcomes of providing easy access is that the users feel good about using your knowledge base, and their perception of your brand will increase positively.  

Easy accessibility is going to create happy users and give the best user experience

4. Instant solutions and faster results  

Having a knowledge base is an excellent asset for any business. It helps to help customers instantly by offering the right solution at the right time. Because nothing makes a customer happier than giving instant solutions. Having a knowledge base feels like a quick fix for all the queries related to the product or the service. What if the other way around, where the customer keeps on raising customer support tickets and waiting for hours to get the issue fixed?  

Without having a good knowledge base, time gets wasted on both the customer side and the customer support representative’s side.  

5. Consistent support 

There is a fine line between providing support and giving consistent support. You can help your customers with consistent support by having a knowledge base. In other words, it is 24*7. In addition, a knowledge base is accessible easily, anywhere, and at any time. Thus, it provides consistent support to your customers, making them feel good about your product or service.  

One more crucial factor to consider here is that it gives equal importance to all your customers no matter how many times your customer visits the knowledge base. This also helps increase the branding of your product or service.  

6. Reduces churn and retains clients  

A knowledge base not only focuses on giving a great user experience to the customers but also helps in acquiring new customers and retaining the existing customers. It also helps in reducing the churn to a greater extent.  

Having a knowledge base and delivering services to your customers through a knowledge base helps users get all the information they need, thus creating a situation where they are always heard. Each day, offering this kind of positive experience will help your customers believe in your product and create a long-term journey with your service.  

7. Build trust 

Building trust with your customers might be a challenging task. But with a knowledge base, delivering value to your customers consistently can help slowly develop trust and win their hearts. This will make you deliver value consistently at every level of your customer’s journey. Your customers will have trust and confidence that they can get it cleared with just a click, whatever question or query it may be. This will create a perception among the customers that you really care about your customers all the time.  

8. Increase in Sales 

Having a knowledge base helps your business increase sales in many ways. A customer looking at your site and then directed to your knowledge base can make the best decision in choosing your business. If there were no resources provided, obviously, the potential customer would not have stayed on your site for a longer time. There are high chances for the potential customer to switch to another alternative. The customer could consider opting for your product or service with an active knowledge base.  

9. Generating more revenue  

Though there are a lot of benefits that a knowledge base does to the customers, it also helps the business equally to grow at a greater level. A small customer call might create an opportunity to upsell your product. When you create wonderful customer service, the product speaks itself through word of mouth and brings more business opportunities to your SaaS business.  

Now that the benefits of a knowledge base to your SaaS business in terms of offering services to your clients are listed, let us understand how it can benefit your business solely.  

10. Improves team collaboration  

With a knowledge base, you can improve the collaboration among your team members. Employees from different teams can come together, collaborate, and learn in the same space. This opportunity created by the knowledge base helps the employees feel more involved in the organization’s growth.  

A knowledge base with features that helps the team members in the organization supports the business in so many ways. Allowing the employees to create and collaborate improves the bond between each other. It forms the basis of a foundation where people help each other and grow together and your business.  

11. Increases productivity in your business  

As a SaaS start-up, employee productivity must be one of the essential things you would be looking for. Do you know having a knowledge base increases the productivity of your business? Having a knowledge base for your business helps you put all the information together in one place in a centralized form. This saves time and, in turn, increases productivity among your employees. For example, your customer support team can cut off a considerable amount of time and replace the service with a self-service knowledge base.  

12. Unified storage 

The best thing about a knowledge base is that you need not search for resources in multiple places. It is all there in the knowledge base. Storing content is made easy to a greater extent. While leaving the company, employees can use this opportunity to save all their information. Anyone who wants to have a look, or any new employees can look at the information and benefit from it. 

Documenting all the workflow processes help the company to function smoothly. This makes the knowledge deeper and allows all the future employees refer for any valuable information. 

13. Saves time  

Whether onboarding new clients or conducting a knowledge-sharing session, a knowledge base can always have your back and save so much time. This is because already all the knowledge is created and documented in the knowledge base. Therefore, a profound knowledge base can help your business drastically reduce its time in training or onboarding new employees.  

Streamlining the onboarding process and the workflow helps the new employees save time and make them feel more comfortable in the organization and their work.  

14. Provides valuable insights 

Creating a knowledge base helps your team in many ways, and providing great insights is remarkable. First, insights help you understand the best-performing articles. You can create more value in the articles by sharing similar kinds of content that your customers are looking for. Or you can keep on updating all the best-performing articles occasionally based on the trends in the industry.  

Not just finding the best-performing articles, you can also find the articles that are not performing well but have an excellent value. In such cases, you can work on the content to make it more interesting and engaging to help the content perform well.  

Conclusion:  

Being in a SaaS environment, you should understand how important it is to provide excellent customer service. And a knowledge base can help you provide great service and create delighted customers without worrying about a substantial number of customer support tickets, as a knowledge base does that job easily. 

Investing in the right knowledge base takes a lot of time as it involves a lot of research, and building a knowledge base from scratch will be even more time-consuming. Still, once you invest in a great tool, it will help your business for a lifetime. A customer-centric knowledge base helps your business improve its customer experience with a user-friendly interface. As a SaaS business, it is high time for you to invest in the right knowledge base to empower your users and employees together. This is one of the best ways to create a solid foundation for you for a great customer experience.  

Image Credit: Pexels; Thank you!

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The Impact of Traveling on Business

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The Impact of Traveling on Business


Technology has long evolved in every aspect of life, whether at work, school, or home. Its advancement has impacted many industries, such as finance, healthcare, security, and others just to mention a few.

In due time, technology also evolved in the travel industry. Thereby providing easy means through which flights, hotel rooms, tours, and other traveling activities can be booked; even trip plans can be done through a mobile device. So tell me why you would not like to travel with all the ease that comes with traveling.

Traveling is a once-in-a-lifetime experience for every individual that partakes in it. Likewise, for entrepreneurs, traveling plays an even greater role in impacting their business.

What travel will do for you:

  • Builds good communication skills
  • Improves one’s ability to collaborate and negotiate
  • Cultural awareness
  • Promotes good decision-making
  • Improves your time management skills, and so on

Nevertheless, it is important to note that entrepreneurship involves a lot of responsibilities. There are a lot of activities that come with running a business, but still, it is significant to make time to travel around the world.

Why should business leaders make time to travel the world?

It is essential to know that being in a static position as a business leader in terms of knowledge, expertise, and social network will not improve the growth of your business. That is why you have to include traveling in your business agenda, which would assist you in meeting and interacting with other social networks in the view of bringing in new ideas.

Let’s check out 5 lessons business leaders will learn from traveling:

  • Using body language in aiding sales

A first impression is formed within a few seconds and is heavily influenced by your body language.

In all business interactions, first impressions are crucial. Once someone labels you as trustworthy, suspicious, powerful or submissive, everything else you do is viewed through this lens.

When you are liked, you will be seen for what you are, and when you are disliked, all you do will be suspected. Studies have shown that nonverbal cues (body language) are four times more influential than verbal cues. When traveling to a new country for business or pleasure, research their culture to understand how your gestures will be perceived. If you put in the effort to understand people, you will most likely connect with them.

Then you should be able to relate it to your business and how you can improve customer service.

  • Developing valuable relationships

Do you know that traveling fosters unique relationships?

Whether you travel on a business trip or personal vacation, you get to meet some amazing people who might become your best friends, your coffee date partners, long-lasting clients, and trusted chefs.

Traveling teaches you how to embrace valuable relationships in your life and business exactly as they are, however flawed or different from your expectations they may be. You learn that every friendship or acquaintance you have adds something special to both your life and business, so you don’t waste time trying to change or control it.

When you travel, you will interact with more people and gain insight into the city, culture, and people, but more importantly, you will learn what their personal “pains” are and how you can relieve them through your business.

Creating a business is all about dealing with ambiguity, you’re signing up for a truckload of unpredictable and mysterious events.

  • Will this business work?
  • Is this year going to be a profitable year?
  • Is this investor trustworthy?
  • What do you think about the ambiguity?
  • Are you afraid of it, or are you embracing it?

While traveling, you can gain good experiences with how you handle challenges. This is because of the unexpected and unpredictable events that occur while travelling; how you react to those challenges, just as when faced with unprecedented situations in your business, determines your success.

Taking calls or responding to emails when you should be sleeping doesn’t make you a better entrepreneur. Likewise, how devoting every minute to your business can prevent you from reaching your full potential.

The effects of workplace burnout are real, and they can hurt your success. Stress and sleep deprivation can be detrimental to your life and business’s success.

Thus, taking a few days off will help you avoid burnout. Look for a place where you can relax and open your mind to new ideas. Vacations offer your mind the break it needs. Otherwise, you risk making bad business decisions.

Also, traveling will help take you back on your feet and will give you time for reflection. There’s nothing wrong with taking your time and reflecting on what you’re doing in both your professional and personal lives.

  • Re-evaluate your Business

Your opinions and beliefs about your business and life, in general, are re-evaluated when you travel. It is easier to connect with others if you have a more flexible mind than if you hold rigid notions about the world.

Taking trips gives you a better understanding of what people around the world are interested in. Explore how your business model can benefit from interacting with different cultures.

It’s important to never stop looking for new solutions in your business, and you should always be curious about what’s going on. Your employee benefits program might need improvement, or your marketing may be outdated. You’ll always learn lessons on the road, but you never know what they will be.

Meanwhile, traveling also has a few negative impacts on businesses. Just as the saying goes, there’s nothing that has an advantage that doesn’t have a disadvantage.

This is an educational article that would delve into the two-part impact of traveling so that business leaders become cognizant of the impacts travel has on them and their employees, also placing both impacts on priority.

Here are 3 drawbacks that traveling has for business

There’s no doubt that traveling can be quite expensive even when some bills are covered by the business or company, talking about plane tickets, taxis, and hotel bookings.

Rather, traveling in relation to business should not be perceived in the context of cost alone, but the aspect of revenue income, operations, and human impact should be considered.

Lots of businesses do not anticipate nor plan ahead for risks that could happen while traveling, this they end up lacking proper management of those risks when they occur.

There are different threats that travelers could face while traveling. These risks include contracting dangerous diseases, breaching cybersecurity codes, flight crash cases, and being detained.

  • Well-being and Health Risk

It has been observed that the majority of people that travel on business trips or vacations rarely follow their normal routine and thus have to go through a totally new routine.

Let it be known that this could pose a threat to employees’ health and well-being due to the fact that they are trying to make the most of the travel period.

Conclusion

All things considered, it seems reasonable to assume that traveling and entrepreneurship go hand in hand. They both start from a point and grow to a level of professionalism.

You shouldn’t deny the fact that traveling is a research process that helps to bring fresh ideas to your business on the journey of professionalism.

In other words, as a business owner, there are certain things that you need to put in place if you want the right impact of traveling in your business.

Most importantly, you should stop trying to minimize the cost of travel due to the effect it has on the business and employees — rather remember the increase the return on investment(ROI) of business travel will be for your company or business.

Featured Image Credit:

Johnson Ayodele

Ayodele Johnson is the CEO of ActivelinkPro, a Digital PR Expert, Tech Enthusiast and an Online Marketing Strategist. He has been building online businesses for the past 4 years, and landed a gig as a content curator and PR specialist for a well-respected project. He has also helped several businesses to boost their ROI using efficient marketing strategies to drive thousands of customers to their websites.

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10 Ways to Use Instagram Stories Highlights for Healthcare Marketing in 2023

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healthcare instagram marketing


It’s no secret that Instagram has become a popular social media platform for businesses across all industries. Instagram stories, in particular, offer businesses an opportunity to engage in creative and interactive storytelling to promote their services, products, and values.

Many companies have already used Instagram Stories Highlights for Healthcare Marketing. This feature expands their reach and makes their presence more visible on the platform.

Healthcare Instagram Marketing

What are Instagram Stories and Instagram Stories Highlights?

In the last few years, Instagram has added several new features, further enhancing the platform’s capabilities for companies. One of the most popular features on Instagram is Stories, which allows users to share short-lived posts that disappear after 24 hours. Instagram Stories Highlights are a way to preserve Stories and make them easily accessible to followers.

For healthcare companies, Instagram Stories Highlights can be an incredibly effective way to interact with their target audience, showcase their services and products, and share valuable health-related content.

Ways healthcare companies can use Instagram Stories Highlights to improve their marketing

With that in mind, this article will explore ten ways healthcare companies can use Instagram Stories Highlights to improve their marketing strategies in 2023.

  1. Highlight Patient Testimonials

Patient testimonials provide a great opportunity to show potential patients the positive effects that your services and treatments can have. They can share their experiences and the results of their treatments, providing potential patients with a firsthand account of their success stories.

Additionally, patient testimonials allow you to showcase the types of treatments you specialize in and the positive effects that they have had on various patients. Using patient testimonials increases your credibility and trustworthiness and better understand your target audience.

While patient testimonials are a great way to showcase your healthcare services and products, it is important to ensure that the testimonials you use are genuine and from actual patients of your practice. Ensuring that your patient testimonials are genuine and not fabricated is important.

One way to ensure authenticity is to gather patient testimonials through a review system, such as Google Reviews or Facebook Recommendations. You can also ask patients for permission to share their experiences on your Instagram account.

  1. Promote Health Awareness Campaigns

Creating Instagram Stories focusing on health topics like nutrition, physical activity, and mental health is important for any healthcare provider. These stories can feature helpful tips, educational information, and inspiring stories related to the topic.

Moreover, you can use Instagram Stories Highlights to promote healthy practices and activities. You can also use them as a platform to provide resources to your followers, such as links to articles, videos, or online support groups. By adding stories to your Instagram highlights, you can make a lasting impression on your followers and help to create a community of health-minded individuals.

You can create a highlight dedicated to health awareness campaigns and share information and resources about specific diseases or conditions. For example, you could highlight heart health, share tips for maintaining a healthy heart, and provide information about heart disease and how to reduce your risk. You can also use Instagram’s built-in poll feature to engage your followers by asking questions related to the health topic you’re promoting.

  1. Share Expert Opinions and Insights

Sharing expert opinions and insights on Instagram can help establish your practice as a reputed and trustworthy source of information. Sharing advice from healthcare professionals can help educate potential customers on various topics related to your products or services.

You can create highlights dedicated to expert opinions and insights and share short clips or written posts that provide valuable information on health topics. Instagram Stories can also provide educational content that followers can share, potentially leading to more engagement with your products and services.

Examples include information on new medical advancements, tips for living a healthy life, and insights on specific health conditions. When sharing expert opinions and insights, it’s important to be clear and concise and provide sources for the information you share. It can help build trust with your followers and demonstrate your commitment to providing accurate and reliable information.

In addition, utilizing influencers to share stories and advice can help elevate your company’s brand in the healthcare space.

  1. Highlight Health Services and Products

Social media has become essential for healthcare providers to market their health services and products. With Instagram Story Highlights, you can curate stories about your services and products and highlight them in your profile. This feature allows you to create a user-friendly experience by showcasing the best of their content.

You can highlight the benefits of a product, share a patient’s success story, or explain how a procedure works. Highlighting these stories creates an inviting experience for potential patients and allows them to learn more about your offers.

For example, if you offer a weight loss program, you could create a Highlight dedicated to this service and share testimonials from satisfied patients. You can include information about how the program works and what patients can expect. You can also use Instagram’s built-in call-to-action feature to encourage followers to take action and book a consultation or purchase your products.

  1. Offer Behind-the-Scenes Look

Instagram Stories that offer a behind-the-scenes look make the experience even more personal and engaging. It could include taking viewers on a tour of the facility, interviews with staff, and sneak previews of upcoming services or technologies.

By offering a behind-the-scenes look, you can help potential patients get to know your practice and the people who work there, which can help build trust and increase the likelihood that they will choose your practice over a competitor.

For example, you can share short clips of staff members introducing themselves, images of your office and treatment rooms, and behind-the-scenes footage of procedures or treatments. You can also use Instagram’s built-in story questions feature to engage with your followers and encourage them to ask questions about your practice and what they can expect when they visit.

With a behind-the-scenes look, you can share stories that give a more in-depth narrative, increasing loyalty and trust among followers. It allows followers to glimpse your company and helps foster a connection extending beyond the surface level.

  1. Share Healthy Lifestyle Tips

As a healthcare provider, you have a wealth of information and resources that can help educate your followers on important health topics. Instagram Stories Highlights can be great for sharing healthy lifestyle tips with your followers and demonstrating your expertise in your field.

Examples of educational topics you can share include information on specific health conditions, tips for living a healthy lifestyle, and resources for managing stress and anxiety. It could also include meal-planning ideas, exercise tips, reminders to stay hydrated, mental health advice, and more.

You could also use the highlights to share success stories from patients who have adopted healthy lifestyles and achieved results. Such stories could be very inspiring and motivating to other viewers.

You could also share resources such as websites, books, or apps promoting healthy living. It can be done using Instagram Stories Highlights, helping build long-term relationships with patients and the broader community.

  1. Announce Upcoming Events and Workshops

Instagram Stories Highlights can be used to share important information about the event, such as the time, location, and any dress code requirements. It can build excitement and anticipation among your followers. These events and workshops can also be a great opportunity to collaborate with other healthcare providers and organizations in your community.

You can generate interest and encourage attendees to sign up by providing regular updates and sneak peeks. Additionally, images and videos highlighting the event or workshop can be shared to engage viewers. Images of speakers or past event attendees can create a sense of familiarity for the viewer.

Furthermore, the event’s unique details or benefits can be highlighted to encourage viewers to attend. By creating Instagram Stories Highlights, you can reach a wider audience and increase engagement with potential customers.

  1. Promote Special Offers and Promotions

Instagram is a great platform to promote special offers and promotions related to your healthcare services and products. You can create a highlight dedicated to promoting special offers and promotions and share short clips or images that showcase your offer.

Encouraging followers to use your services and products by showcasing limited-time deals and discounts can help increase conversions and drive revenue for your healthcare business. For example, if you’re offering a special discount on a new product, you could create a highlight for this promotion and share information about the product and the discount.

By creating dedicated highlights for promotions, you can ensure that your followers can always access your latest deals and discounts. You can also use eye-catching graphics, videos, and animations to make your offers stand out and grab your followers’ attention. Additionally, by using the right hashtags and geotags, you can increase the visibility of your promotions and reach a wider audience.

  1. Share Patient Success Stories

You can showcase your work and build trust with potential customers by sharing real stories of how your treatments have helped patients. You can also use these stories to inspire others and show your business’s impact on patients’ lives.

By highlighting your patients’ positive outcomes and experiences, you can demonstrate the effectiveness of your healthcare services and products. These stories can be shared as text, photos, or even video clips to give viewers a deeper look at the positive experiences others have had with your care.

When sharing patient success stories as Instagram Stories Highlights, getting permission from the patients involved and ensuring that the stories are genuine and not fabricated is important. Doing so can show potential customers that you genuinely care about your patients and have a successful track record of positive outcomes.

  1. Highlight Community Involvement

Community involvement is a great way to showcase your commitment to the community and demonstrate your practice’s impact on the local area. Showing how the organization makes a positive difference can help build brand loyalty and strengthen relationships with current and potential patients.

Examples of community involvement you can highlight include sponsoring a local charity event, participating in a local health fair, or volunteering at a local food bank. You can create Instagram Stories highlighting your community involvement and share short clips or images of your practice participating in local events, conducting crowd-sourced fundraising campaigns, supporting local organizations, or volunteering in the community. You can even give a behind-the-scenes look at how the organization is making a difference in the local area.

Showcasing community involvement can also help to humanize your healthcare organization, making it more accessible and relatable. Sharing stories about your organization’s impact can help raise awareness and increase engagement from followers. Ultimately, leveraging Instagram Stories Highlights can be a powerful way to demonstrate your organization’s social responsibility.

Scope of Instagram Stories Highlights for Healthcare Marketing

Instagram Stories Highlights are a way to provide a glimpse into the values and personality of your practice and to showcase the impact you’re having on the lives of your patients. Whether you’re sharing behind-the-scenes footage, promoting special offers, or highlighting patient success stories, the key is to be creative and authentic in your approach.

By utilizing Instagram Stories Highlights, you can help build a strong online presence for your healthcare practice and increase the visibility of your services. Creating valuable content and engaging with your followers can help you establish yourself as a trusted healthcare provider and attract new patients.

Conclusion

Healthcare marketers have many options for using Instagram Stories Highlights for marketing campaigns. They can use creative visuals and storytelling elements to engage with their audience, boost brand awareness, and drive conversions.

Instagram is a powerful tool for healthcare organizations to market themselves to potential patients. In 2023, Instagram Stories Highlights will be integral to any healthcare marketing strategy, so marketers must start planning for the future.

With the right strategy and creative execution, healthcare marketers can deliver content that resonates with their audience and achieves their overall marketing goals. By leveraging the platform’s features and sharing relevant, valuable, and engaging content, they can increase their reach, build their brand, and grow their patient base in 2023 and beyond.

Featured Image Credit:

Paul Mark

A highly creative and motivated self-starter with exceptional project management skills and strong ability to work independently desires the job of a Brand Marketing Coordinator at Healthcare Mailing, a leading provider of healthcare email list, Physicians Email List, medical email list and healthcare related marketing services.

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Secure and Transform Your Organization’s Data Through Data Masking

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Secure and Transform Your Organization’s Data Through Data Masking


With the realization of what data can do in catering to users in providing a unique experience of a product or service, businesses are collating data from all sources. The collected data is huge in volume and is shared with many stakeholders to derive meaningful insights or to serve the customers.

This data sharing results in regular data breach occurrences that affect companies of all sizes and in every industry — exposing the sensitive data of millions of people every year and costing businesses millions of dollars. According to an IBM report, the average cost of a data breach in 2022 is $4.35 million, up from $4.24 million in 2021. It becomes imperative to secure access to sensitive data that flows across an organization for faster development, service, and production at scale without compromising its privacy.

Data masking anonymizes and conceals sensitive data

Data masking anonymizes or conceals this sensitive data while allowing it to be leveraged for various purposes or within different environments.

Create an alternate version in the same format as of data

The data masking technique protects data by creating an alternate version in the same format as of data. The alternate version is functional but cannot be decoded or reverse-engineered. The modified version of the original data is consistent across multiple Databases. It is used to protect different types of data.

Common data types (Sensitive data) for Data Masking

  • PII: Personally Identifiable Information
  • PHI: Protected Health Information
  • PCI-DSS: Payment Card Industry Data Security Standard
  • ITAR: Intellectual Property Information

According to a study by Mordor Intelligence, “The Data Masking Market” was valued at USD 483.90 million in 2020 and is expected to reach USD 1044.93 million by 2026, at a CAGR of 13.69% over the forecast period 2021 — 2026.

In this information age, cyber security is very important.” Data masking helps secure this sensitive data by providing a masked version of the real-time data while preserving its business value (see: k2view dotcom; “what is data masking”). It also addresses threats, including Data Loss, Data Exfiltration, insider threats or account breach, etc.

Many data masking techniques are used to create a non-identifiable or undeciphered version of sensitive data to prevent any data leaks. It maintains data confidentiality and helps businesses to comply with data security standards such as General Data Protection Regulation (GDPR), Payment Card Industry Data Security Standard (PCI DSS), etc.

Common Methods of Data Masking

1.  Static Data Masking

This method of data masking is very commonly used to mask data in a production environment. In this method, the hidden data retains its original structure without revealing the actual information. The data is altered to make it look accurate and close to its original characteristics so that it can be leveraged in development, testing, or training environments.

2.  Dynamic data masking

This method is different from static masking in a way that active or live data is masked without altering the original data form. Thus, in this method, the data is masked only at a particular database layer to prevent unauthorized access to the information in different environments.

With this method, organizations can conceal data dynamically while managing data requests from third-party vendors, parties, or internal stakeholders. It is used to process customer inquiries around payments or handle medical records within applications or websites.

Informatica offers PowerCenter with PowerExchange for Extract Transform Load (ETL) and ILM for data masking. These products embody best practices for handling large datasets across multiple technologies and sources.

Informatica Dynamic Data Masking anonymizes data and manages unauthorized access to sensitive information in production environments, such as customer service, billing, order management, and customer engagement. Informatica PowerCenter Data Masking Option transforms production data into real-looking anonymized data.

3.  On-the-fly data masking

The on-the-fly data masking method is considered ideal for organizations that integrate data continuously. With this method, the data is masked when transferred from a production environment to another environment, such as a development or test. A portion of data or smaller subsets of data is masked, as required, thus eliminating the need to create a continuous copy of masked data in a staging environment, which is used to prepare data.

Different platforms use each or a combination of these methods to implement data masking. For example, K2view offers data masking through the data product platform that simplifies the data masking process of all the data related to specific business entities, such as customers, orders, credit card numbers, etc.

The K2view platform manages the integration and delivery of this sensitive data of each business entity masked in its encrypted Micro-Database. It uses dynamic data masking methods for operational services like customer data management (customer 360) or Test data (test data management), etc.

Another example of using both static and dynamic data masking methods is Baffle Data Protection Services (DPS). It helps to mitigate the risks of data leakage from different types of data, such as PII, Test data across a variety of sources. With Baffle, businesses can build their own Data Protection Service layer to store personal data at the source and manage strong access controls at that source with Adaptive Data Security.

Popular Data Masking Techniques

Data Encryption is the most common and reliable data-securing technique. This technique hides data that needs to be restored to its original value when required. The encryption method conceals the data and decrypts it using an encryption key. Production data or data in motion can be secured using data encryption technology, as the data access can be limited to only authorized individuals and can be restored as required.

The Data Scrambling technique secures some types of data by rearranging the original data with characters or numbers in random order. In this technique, once the data is scrambled with random content, the original data cannot be restored. It is a relatively simple technique, but the limitation lies with only particular types of data and less security. Any data undergoing scrambling is viewed differently (with randomized characters or numbers) in different environments.

The Nulling Out technique assigns a null value to sensitive data in order to bring anonymity to the data to protect data from unauthorized usage. In this technique, the null value in place of original information changes the characteristics of data and affects the usefulness of data. The method of removing data or replacing data with a null value takes away its usefulness — making it unfit for test or development environments. Data integration becomes a challenge with this type of data manipulation, which is replaced with empty or null values.

The shuffling data technique makes the hidden data look authentic by shuffling the same column values that are shuffled randomly to reorder the values. For instance, this technique is often used to shuffle employee names columns of records such as Salaries; or, in the case of patient names, columns shuffled across multiple patient records.

The shuffled data appear accurate but do not give away any sensitive information. The technique is popular for large datasets.

  • Data Redaction (blacklining)

The Data Redaction technique, also known as blacklining, does not retain the attributes of the original data and masks data with generic values. This technique is similar to nulling out and is used when sensitive data in its complete and original state is not required for development or testing purposes.

For instance, the replacement of credit card number with x’s (xxxx xxxx xxxx 1234) displayed on payment pages in the online environment helps to prevent any data leak. At the same time, the replacement of digits by x helps developers to understand what the data might look like in real-time.

The Substitution technique is considered to be the most effective for preserving the data’s original structure, and it can be used with a variety of data types. The data is masked by substituting it with another value to alter its meaning.

For example, in the customer records substituting the first name ‘X’ with ‘Y’ retains the structure of the data and makes it appear to be a valid data entry, yet provides protection against accidental disclosure of the actual values.

Conclusion

Data masking has emerged as a necessary step for transforming real-time data to non-production environments while maintaining the security and privacy of sensitive data.

Masking of data is crucial when managing large volumes of data and gives the authorization to dictate the access of data in the best possible way.

Featured Image Credit: Provided by the Author; Pexels; Thank you!

Yash Mehta

Yash is an entrepreneur and early-stage investor in emerging tech markets. He has been actively sharing his opinion on cutting-edge technologies like Semantic AI, IoT, Blockchain, and Data Fabric since 2015.
Yash’s work appears in various authoritative publications and research platforms globally. Yash Mehta’s work was awarded “one of the most influential works in the connected technology industry,” by Fortune 500.
Currently, Yash heads a market intelligence, research and advisory software platform called Expersight. He is co-founder at Esthan and Intellectus SaaS platform.

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