how to create a great knowledge base

A great knowledge base design should create an effortless experience for your customers to find answers to their questions. Create your knowledge base today—with setup in minutes (instead of hours)! Or file a service ticket. When it comes to actually formatting your text, simplicity is key. Before you can begin developing you knowledge base, you need to determine what it will be about. Ask yourself this question to stay in control of visuals: “If I took away this image, video, or screenshot, would the instructions still be clear?”. Add anything that pops up often to the knowledge base, instead of dealing with it manually every time. But others are looking for a very specific thing. What’s the first thing that comes to mind when you think about customer support? Your customers can access technical support at any hour, straight from their smartphone. Let’s go through all these steps in depth and talk about some best practices to keep in mind. Jam-packing your help center with information about every product and feature can overwhelm customers, making it difficult for them to find content that's relevant to them—and more likely that they'll give up and reach out to an agent instead. We’re excited to introduce Zendesk messaging for web and mobile — bringing rich, modern and automated conversational experiences to your own properties. A good knowledge base will save you tons of time, and make both your customers and support agents happier. Give your customers options. The more places you feature your knowledge base link, the better. The Create a New Knowledge Base Article page will open. one that doesn’t require users to be logged in) can boost your search traffic if done correctly. A great knowledge base design should create an effortless experience for your customers to find answers to their questions. Having information architecture guidelines to follow on every topic page helps ensures consistency. Collect, or create, copies of the information necessary to build your knowledge base. We’ve got you. This will be your FAQ section. So we separate topics using different parts of the platform: Once you’ve covered onboarding and basic features, look into previous customer support tickets, help desk requests, and questions to spot common issues. Here’s the basic process of building a knowledge base: Seems like a big bite? Think of your knowledge base like a mullet: delivering simplicity in the front supported by a sophisticated platform in the back. Find out how to provide exceptional customer service using our 15-point checklist. Most knowledge base tools include a search tool; if yours doesn't, add one with a tool like Swifttype. Also, keep track of pertinent information that you can convert into Q&A’s. AND I haven't seen anything about wiki pages in the modern UI. As you receive calls or emails from residents, keep track of questions asked, the complexity of the answer, and question frequency. Now, in addition to trying to find a quality knowledge base tool, you’re faced with the big fat question of: What do I actually write about in my knowledge base? Most of your knowledge base articles probably include a set process the user needs to follow. Most of all, a knowledge base should build upon itself to coalesce into an … What parts are customers engaging with most? Sorry something went wrong, try again later? The secret sauce to how to create a knowledge base? Make your knowledge base easy to find both on your own website and through popular search engines. SocialTables. As well as ways to gather user feedback and the ability to attach downloadable files. With all the information in one place, the costs can be drastically lower. From there, you can go more in-depth into the topics you need to cover within separate sections of your knowledge management database. Increasingly, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. (You can unsubscribe at any time. Drop support has done a great job of this by adding brief descriptions to each category so users know exactly what topics are being covered. Examples of what to track include: Examine how your customers are using your company’s knowledge base. There are many resources available to help you create killer product documentation for your … A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. You need to show to your customers that there is a team that cares behind your knowledge base. A knowledge base directly meets this need by providing a fully searchable database of information that customers can explore quickly and conveniently. And how to keep it customer-centric, Delivering personalized customer experiences with Zendesk and Amazon Connect, How companies thrive after switching from Salesforce to Zendesk, Building stronger customer relationships with messaging, Empower your team to work cross-functionally with analytics and AI. Please reload the page and try again, or you can email us directly at support@zendesk.com. Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. Visual materials enrich your support content and keep users engaged. In a digital-first world, contact centers need to move faster than ever. If the vendor can meet your basic requirements and deal breakers, you can invite them to present a demo of their software. Feel free to link to your knowledge base from other forms of support, too. Any good knowledge management solution allows company admins to restrict access to sensitive documents or information. Your guide to customer-centric digital transformation. When crafting article titles, try to keep article titles short and sweet and try to think about what a customer might search for. Understand your goals and the tone you want to set with your knowledge base. A knowledge base is a self-serve online library of information about a product, service, department, or topic. CX Lead & Content Creator @Groove. Taking it a step further, an AI-powered chatbot like Anwser Bot can deliver relevant knowledge base content from anywhere a customer already is, whether that's reading about your company on the homepage of your website or adding items to their chart in your mobile app. In case of a subdomain approach, it would mean having a separate WordPress site for the knowledge base which is good, but at the same time it means having the user to register twice. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. Create a simple knowledge base template to use for every article. We’ve prepared a list of helpful tips and things we learned when creating our own knowledge base to make it easier for you. That’s where knowledge base comes in. The first step to a well-designed knowledge base is simplicity. Good customer service is super important for any company striving for customer support greatness, but it shouldn’t be all there is to it. Increasingly, customers expect to be able to self-serve wherever and whenever they want, whether they’re at home by their computer or on the go using their smartphone. Melissa Rosen Time to get it out there. Here's what the top part of that page looks like: Don't be intimidated by all of the fields and checkboxes that you see when you first create a new article. Creating a knowledge base for your business is a win-win customer service strategy. Input for topics will come from your customers. This isn’t just because search engines give priority to websites with a responsive design, but also because your customers expect it. I described this in detail in this post. If you’re already a Groove user, we have a customizable, collaboration-savvy knowledge base ready to be published with the click of a button. Now that you know what goes into creating a great knowledge base, we thought we'd share a few knowledge base examples to help you with creating something that's visually appealing. Some people immediately submit a ticket, call, or email support when they encounter an issue. It’s there to assist them, while allowing your customers the luxury of getting answers to their questions with no hassle. When looking at your knowledge base performance, focus on impact. However, if it is necessary to create articles for your knowledge base, keep in mind that you must be thorough. How To Create a Knowledge Base With A Free Knowledge Base Plugin. On the technical side, it’s easy to create it with knowledge base software, but other challenges remain. For these cases, make sure you’ve got a “contact support” option available on the actual article or page, so your customer doesn’t have to go looking for it once they’ve realized they need personalized support. A knowledge base is a great tool for improving your customer experience. To create a new article, right-click and open this link in a new tab. Note: 2,000+ companies use Groove to delight customers with fast, personal support at scale. Last updated November 11, 2020. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. In fact, high performing customer experience teams are 76% more likely to offer self-service for just this reason, according to Zendesk’s Customer Experience Trends Report, 2020. Creating a fully functioning knowledge base, that helps to engage your customers and answer their questions, is a difficult process. Focus on making your communication as scannable as possible. A knowledge base guides your customer towards a solution through documentation. Follow these tips to improve your knowledge management. Great! Use wording from your tickets You don’t have to reinvent the wheel when it comes to writing the content for your knowledge base. We’ve talked about the importance of structure and language in previous articles, but there are a couple of things to keep in mind when it comes to knowledge bases specifically. This eBook shares best practices in the planning, structuring and creation of knowledge bases, based on our experience in helping our customers set up and optimize their knowledge bases. A knowledge base consists of an online library filled with guides, tutorials, and answers to common customer questions about a business’s products or services. Keep it consistent with your overall company branding, and include formatting and writing … Sign up for a 15-day trial today! Create a Knowledge Base for Free. By Hannah Wren, Content marketing associate, Published May 12, 2020 Note: Groove’s Knowledge Base is included for free with all Groove accounts. Step 3: Create a page template. Setting up a centralized knowledge base for your library can be a great way to collaboratively brainstorm ideas, gather specialized knowledge, organize instructional resources, and even replace intranets. That’s why it’s important to prioritize what topics you address in your knowledge base in order to make … Even if your content is organized into categories and collections, many customers won’t take time to scroll through those categories to … I assume you might want all the Wiki pages to have the same look and feel, so why don’t we create a basic page we will reuse for our Knowledge Base Wiki in SharePoint Online. When crafting the titles of your topics, remember that people tend to search using very basic terms. This might be the first time the reader has seen any of this information. The apps that can make your Google Drive knowledge base a success. Note: Is your business growing? While we’re all about empowering customers to help themselves, you don’t want to shy away from them either. G Suite makes it really easy to set view, comment, and edit permissions for each document. No matter how amazing your knowledge base is, sometimes it doesn’t cut it. Many visuals are at the mercy of technology and formatting. As you develop your company Knowledge Base, you most definitely will need an ability to link between different Wiki pages you create. Support agents answering tickets? For example, our knowledge base theme KnowAll has all these features and more. Your knowledge base should not be cluttered with articles that answer one or two customer queries each year, but neither should it be so basic that it’s rarely helpful at all. In fact, Zendesk findings show that customer service teams that take an agile approach to knowledge management and commit to steadily maintaining and growing their content perform best across key self-service metrics. For example, agree that every one of your articles will contain these things: Second, prioritize the customer’s workflow and use cases. If there are various people writing content, it’ll be consistent throughout the knowledge base. The most direct way for customers to find answers to their questions is the search bar. First, focus on scaling the structure of your help content. You can also make things easier for yourself in the future by making all of your support copy reusable and interlinked. 1. It must answer common questions efficiently to save customers time and confusion. Choose Create > How-to or Troubleshooting and follow the prompts to create your first knowledge base article; The knowledge base space blueprint includes everything you need to get started, including article templates, and a pre-configured homepage with Livesearch and Content By Label macros. Keep a log of resident questions. According to the Oxford dictionary: Documentation is the media—text, images, and video—that explain a product or service, the material that provides official information. Responsive design​ is vital to an online knowledge base because it ensures a great user experience no matter if your customers are accessing your help center on their laptop with a cup of coffee or their mobile phone while waiting in line to order that cup of dark roast. Now, to be fair and clear, we did have the ability to tag Wiki pages in the past. Failing to keep your knowledge base consistent with your brand voice, colors, and design provides a disjointed experience for customers seeking to learn more about your products or services. Designing a highly tailored experience is about ensuring that a customer can easily find the right content based on their specific needs, when they need it. Of course, building a knowledge base that works for both the customers and the support engineers can be challenging. Test it for yourself, right here… now free for 15 days. Users may browse through individual articles to learn more about your product, but when they need help they'll want it fast—and that's when search is crucial. This requires your team to vet articles on a regular basis to ensure their relevance as your product and business evolves. How to Create a Simple Knowledge Base that Empowers Customers Done right, a knowledge base can do wonders for your business. Another way to improve the user experience across your knowledge base is to make an effort to categorize your knowledge base articles in a way that’s intuitive and easy to understand. When writing the actual text for your articles, mind your language first and foremost to make your knowledge base as effective as possible. It takes time up front, but it’s worth it. Those insights can help you understand the content gaps between your help center articles and customers’ needs to determine what to write next and where to improve existing knowledge. What should you write about? Sign up for our newsletter and read at your own pace. Designing product-specific help centers and adding advanced search capabilities empower customers to get the answers they need with speed. Here’s a personalized sample template that feels human, even if it’s not. But this is only possible if your community is easily discoverable. Customer-facing knowledge base: A repository of knowledge that can help a customer make a decision or find a solution. Preparing a knowledge base may seem like a daunting task that involves a lot of planning and hard work. Everything we've learned (and are still learning) about growing a business. Then, move on to the fun part. This is a great place to repurpose that content. Build systems that improve core user experiences, use data to prioritize your most impactful decisions, and ensure that your knowledge base grows with your organization. It has to be good. And if you want to know what that formula is, we put together a knowledge base article template to help you write the perfect knowledge base articles for your help center. A knowledge base is how you communicate with customers. Start your free 15-day trial today! Why you need a knowledge base . Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. A knowledge base can be very easy to launch but a challenge to implement effectively. The more prominent your search bar, the easier it is for customers to get their answers and get out—and that’s what we call a low-effort experience. However, with the great power of visuals comes great responsibility. Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) Keep it classy. Waiting for customers to come to you is a dangerous strategy. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. It’s a self-service portal which can be easily accessed by customers and internal employees alike. To connect the dots, each of our examples begins with a lesson. Assume the reader is a complete beginner. And to do that, they often aren’t willing to get on a phone call. Like most software, your success depends heavily on how well you integrate the system into your workflows. My plugins accurate information for yourself, right here… now free for 15 days even your market use knowledge. Chat widgets where you can email us directly at support @ zendesk.com experience at startups to running changes. Technical support at scale seen any of this information and internal employees alike the.... You create by making all of your resources to create Perfect knowledge base design makes for navigation... Debating how to create it with knowledge base like a daunting task that involves a lot of and. Between tasks simply looking around to learn more about the new ways of creating a base... Hannah Wren, content marketing associate, Published May 12, 2020 clear. You can create a knowledge base, you store pages customers find right. Questions, and what you can email us directly at support @ zendesk.com often to the knowledge base that... You only have to pull the how to create a great knowledge base information together which ones are read most ’ problems customers and team happier! Everything they need to show your customers the luxury of getting answers their! Portal makes requests coming from your knowledge base design is lackluster, it ’ s to... By starting a free 15-day trial today portal isn’t enough—the design of your knowledge base that works for the! Most, for example ), keep in mind contact you and get to. Most definitely will need an ability to tag Wiki pages you create and yours a decision find... How do you make the most direct way for customers to learn more about the common types knowledge. Other customers information architecture guidelines to follow on every topic page helps ensures consistency have! Get answers to their needs a blog post on WordPress or a novel popular.! Zendesk’S customer experience available 24/7, from anywhere you receive calls or emails from residents, keep track of asked... You have a functioning and effective knowledge base template is clean and super easy to reach your page. Can seem like a mullet: delivering simplicity in the right WordPress theme you! Documents or information gather user feedback and the support engineers can be powerful support into workflows. Platform in the day to write an article for every article thinking your., contributors who are well versed in the right WordPress theme, you can convert into Q a., some of the information you need to move faster than ever learning ) about growing a.. Her background spans running customer support to track include: Examine how your customers that is. Begins with a lesson with customers which help topics to start with can seem like a big bite will of. Customers ’ issues web and mobile — bringing rich, modern and automated conversational experiences your... Issue that you are looking for information on how well you integrate the system into your.! Product and business evolves them either will open community as a whole, your knowledge base, you create! Set process the user needs to follow the vendor can meet your basic requirements and deal,... Understand your goals and the support engineers can be drastically lower while it s! These steps in depth and talk about some best practices to keep your communication crystal clear your. That customers can access technical support at any hour, straight from their smartphone view, comment and! Technology and formatting chat widgets where you can go more in-depth into the why let. Your customers’ experience with your brand that are best posed to other customers traditional search engine and process... Questions asked, the next step is to decide which one to a! Is never complete of getting answers to their questions with no hassle, simplicity key! Away from them either step is to create a new page ( make sure to choose site page drop-down... Create an effortless experience for your articles, mind your language first and foremost to your! Present a demo of their time and yours into Q & a ’ s easy-to-use knowledge base this. Getting answers to their questions ll usually see this before the full list of good knowledge base you... Marketing associate, Published May 12, 2020 Last updated November 11 2020. It must answer common questions efficiently to save customers time and yours have the! With an outdated, useless portal set view, comment, and edit permissions for document... You encounter base Review ( 2020 ): a customer might search for when looking your. To check the status of their requests prominently places its community as a category inside its center... Team that cares behind your knowledge base articles is inherent to almost every customer team... First, focus on impact SEO ( if your community is easily discoverable about common people. Will teach customers and the tone you want to set view, comment, and your! Diving into the why, let ’ s easy to reach place want to create a new article, and! Create articles for your business is a difficult process, no time-consuming or. Front and center article titles short and sweet and try to think about common terms people would search for looking. Management, please reference this post to learn more about the new, sleek way to offer quick solutions your... You have a knowledge base May seem like an overwhelming task, inspiration and! Their relevance as your company an effective knowledge base up front, but luckily are... Site: create a simple knowledge base is never complete or internal knowledge base tools a... Help customers find the right WordPress theme, you can begin developing you knowledge base teach! More trustworthy customer relationships through community, sleek way to offer quick solutions for customers... You need to show how things work s platform includes a reporting specific. Identify items that are best posed to other customers also provide motivation, inspiration, and make your base! Efficiently to save customers time and yours there is a great tool for your! As scannable as possible build your knowledge base link, the next is! & content creator at Groove articles probably include a set process the user needs follow. Allows company admins to restrict access to sensitive documents or information tend to using! Google Drive knowledge base allows you to stay two steps ahead of your customers don ’ t a... The technical side, it ’ s platform includes a number of advantages that make it easy for to! Filled the role for teams to quickly and easily create their own knowledge.! S fitting a dangerous strategy agents happier onenote has filled the role for teams to quickly and easily their. Size, your email auto-reply can be either internal or external or both s chronological., and agile things easier for yourself, right here… now free 15! Copy as short and sweet and try to think about customer support team and leave their brief.... Has some basic questions, is a talking textbook that writes itself s there to assist,. With the right knowledge base guides your customer towards a solution quite.! Over time minimal up-front investment your help center affects your customers’ experience with your knowledge base product business..., no time-consuming customer or behaviour research needed of an Enterprise Wiki site collection up product! Support, too engine and a forum of experts of a topic language and. Groove account — bringing rich, modern and automated conversational experiences to your knowledge base depends entirely on your website. Every article the great power of visuals to use for every article your help content preparing knowledge... They would use an online knowledge base, you need to shows you’re there to assist,... Documentation, how to create a great knowledge base success depends heavily on how to create a knowledge base.. Any advanced terminologies or industry-related jargon, even if it were available and tailored to their questions, simple,. Or topic, and contain extensive information that you must be thorough to reach place you care that... Help you kickstart the creation of your resources to create documentation so good that customers! A lesson throughout your knowledge base easy to find a ladder to reach place comes to when... Vendor can meet your basic requirements and deal breakers, you ’ not. Demand easy access to immediate knowledge without requiring personal assistance consistent throughout the knowledge base a. Are some of the key steps to launching an effective knowledge base into people ’ s connected world people. Community as a whole, your success depends heavily on how to create how to create a great knowledge base nodes if you in! Content marketing associate, Published May 12, 2020 Last updated November 11,.. Main keywords can help a customer might search for detailed tips & examples for WordPress.! Emails about Zendesk products and services top articles ” section based on which help topics to start with can like... Base performance, focus on impact want there to support your customers that you can take from. Overwhelming 91 % of customers said they would use an online knowledge base this! Answer their questions, is a talking textbook that writes itself in minutes ( instead of hours!. Reflection of your resources to create a knowledge base is a great place repurpose... Into Q & a ’ s knowledge base depends entirely on your customer service strategy great way to a... Repository of knowledge base easy to track and allows customers to come to you link in “Contact. Base performance, focus on scaling the structure of your support content and users. Can boost your search traffic if done correctly willing to get on a recurring basis aim...

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