How many steps does the customer have to take to contact you and get answers to their questions? How do you judge the importance of a topic? Great! When your customers have questions, they can easily access your knowledge base and get the answers they need without having to reach out to or wait for your support team. The knowledge-base is a motivational, educational, and organized guide covering all aspects of your products and service that a customer may interrogate for taking a decision or troubleshooting an issue. I was paralyzed by the overwhelming amount of potential knowledge base … Like any other documentation, your knowledge base should: Understand your goals and the tone you want to set with your knowledge base. For example, our knowledge base theme KnowAll has all these features and more. Add new products, updates or other changes to your knowledge base articles, and delete old, irrelevant posts about features that don’t exist anymore. 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. Create a Knowledge Base for Free. Designing your knowledge base shouldn’t be a one-time thing—a great knowledge base requires continuous improvement over time. Don’t be that company with an outdated, useless portal. Instruction one It is necessary to understand that in a simplified form the knowledge base is a talking textbook that writes itself. How else are your customers going to find it? No matter how amazing your knowledge base is, sometimes it doesn’t cut it. (No credit card required). Or file a service ticket. 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. SocialTables. A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. Tom Ewer wrote an amazing post on “ How to Create User-Friendly WordPress Instruction Manuals for Clients ”. 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. But others are looking for a very specific thing. Imagine this: A customer discovers your business and has some basic questions, but you don’t have a knowledge base. Another surefir… If you have a WordPress Website and want to create your first Knowledge Base, you are in the right place. You need to show to your customers that there is a team that cares behind your knowledge base. This will be your FAQ section. You could create a condensed, detailed knowledge base for your external audience, while simultaneously building an internal knowledge base with technical and onboarding details for your customer support team members. Creating a good knowledge base. Being with these two topics, no time-consuming customer or behaviour research needed. However, with the great power of visuals comes great responsibility. Outside of these basic necessities, what else to include in your knowledge base depends entirely on your unique needs. What’s important is that you’ve got the structure and components of your knowledge base section figured out before you start writing content for it. If everyone’s asking, it makes sense to place your FAQ page in an easy to reach place. Creating a fully functioning knowledge base, that helps to engage your customers and answer their questions, is a difficult process. Beyond the two premium knowledge base solutions that we featured above, there are also free knowledge base plugins that you can use to create a knowledge base in WordPress. SocialTables' knowledge base template is clean and super easy to navigate. If you’re using a convenient pre-designed knowledge base foundation (like Groove’s solution), it’ll most likely have all the core elements already included. If the vendor can meet your basic requirements and deal breakers, you can invite them to present a demo of their software. The benefit of these knowledge repositories isn’t just on the customer side, though. If your knowledge base design is lackluster, it could make for a poor impression. A knowledge base guides your customer towards a solution through documentation. Your knowledge base is yet another reflection of your branding. 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. An effective knowledge base allows you to stay two steps ahead of your customers’ issues. For example, here at Groove, our customers want to know more about specific sections of our product. FAQs are called FAQs for a reason. But that required provisioning of an Enterprise Wiki site collection. To connect the dots, each of our examples begins with a lesson. 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. Try asking your customer support team members about the questions they encounter most from customers to get a good idea … Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. In fact, in a study by Microsoft, 65% of the total respondents and 79% of millennials reported having a more favorable view of brands that offer a mobile-responsive self-service portal. Why you need a knowledge base . Help Upskill Your Workforce and Improve the Onboarding Process . Use wording from your tickets You don’t have to reinvent the wheel when it comes to writing the content for your knowledge base. Customers don’t want to have to find a ladder to reach your FAQs page on the top shelf. 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. Firstly, let’s imagine that knowledge you want to share with end users are in Category A, Category B and Category C. All pages related to different category should under the proper category, right? There are many resources available to help you create killer product documentation for your … Build a knowledge base and a process around it that continues to grow as your company does. We’ve prepared a list of helpful tips and things we learned when creating our own knowledge base to make it easier for you. Determine the Focus of Your Knowledge Base. It’s there to assist them, while allowing your customers the luxury of getting answers to their questions with no hassle. Think of your knowledge base like a mullet: delivering simplicity in the front supported by a sophisticated platform in the back. Nobody likes to read (well, some of us do). 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. Lesson 1: Use common questions for content ideas. The quality of the service is vital. Melissa Rosen When designing your knowledge base, put your search bar front and center. Feel free to link to your knowledge base from other forms of support, too. 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? If there are various people writing content, it’ll be consistent throughout the knowledge base. One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Create a simple knowledge base template to use for every article. First, focus on scaling the structure of your help content. Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. In a digital-first world, contact centers need to move faster than ever. Go for it. How to Create a Knowledge Base. Waiting for customers to come to you is a dangerous strategy. When looking at your knowledge base performance, focus on impact. You can also make things easier for yourself in the future by making all of your support copy reusable and interlinked. On the other hand, help content can often act as the first point of contact with your company. This requires your team to vet articles on a regular basis to ensure their relevance as your product and business evolves. Here are some of the key steps to launching an effective knowledge base. In this blog post, we discuss some best practices to help you create a helpful knowledge base for your residents, managers, and support staff. A self-service portal makes requests coming from your knowledge base easy to track and allows customers to check the status of their requests. The first thing to note is that a knowledge base is, at its core, documentation. When crafting the titles of your topics, remember that people tend to search using very basic terms. Also with the online web access (OWA) for Word, PPT, etc., creating a standard library with files is the way to go - easier for users to create and manage content versus the complicated management of a wiki library. If ticket volume is a major issue for you, consider creating a product manual, user guide, or a customer support knowledge base for your clients.If your business processes are not streamlined and workforce collaboration is an issue, creating an internal knowledge base or a … As with anything else in business, the success of your knowledge base (or lack of success) should be constantly measured to see where to improve. A successful knowledge base should be user-friendly, and contain extensive information that when searched can quickly help solve visitors’ problems. Customers need online knowledge bases to find answers to questions, to learn more about your product, or to make the process of teaching someone else (like a teammate) a little easier. Keep your eye on these customer questions to identify any areas where you can improve, including which topics to add to your knowledge base. 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?”. Then, move on to the fun part. Assume the reader is a complete beginner. I described this in detail in this post. Got everything prepared? Luckily, technology makes knowledge sharing easier by helping your team work better cross-functionally. Sign up for our newsletter and read at your own pace. Create your knowledge base today—with setup in minutes (instead of hours)! A great knowledge base design should include a powerful search system. A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. When creating your own knowledge base, ensure that it’s customer-centric, regularly audited and updated with new content, well-structured, optimized from a metrics and integrations standpoint, readily accessible, and truly showcases that you care about your customers’ success. Here is a four step guide to help you kickstart the creation of your knowledge base. Visuals shouldn’t entirely replace text. The apps that can make your Google Drive knowledge base a success. Or send an email. How To Create a Knowledge Base With A Free Knowledge Base Plugin. On-site chat widgets where you can talk to a real person? Your Support team can free up a lot of time for solving complex issues. Examples of what to track include: Examine how your customers are using your company’s knowledge base. Customer Success Manager @Groove. The goal is to create documentation so good that your customers don’t need to contact your support team. Add anything that pops up often to the knowledge base, instead of dealing with it manually every time. Many businesses include a “Quick links” or “Popular topics” section on their knowledge base, which is essentially a product- or category-specific FAQ. The best knowledge bases are simple, intuitive, and agile. 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. Groove’s easy-to-use Knowledge Base is included for free with every Groove account. Note: 2,000+ companies use Groove to delight customers with fast, personal support at scale. Phone support? Note: Is your business growing? Want to have a “top articles” section based on which ones are read most? To make the whole thing more useful and create a better experience for your customers, the knowledge base that houses your documentation cannot do without an excellent search engine feature built-in. Before choosing a platform for Knowledge-base and FAQ, you want to consider a few essential points. It must answer common questions efficiently to save customers time and confusion. By Hannah Wren, Content marketing associate, Published May 12, 2020 How to formulate a good Knowledge Question? So plan ahead and add some subcategories if necessary, but do not exaggerate, remember to keep it simple. Despite its small size, your email auto-reply can be powerful. Her background spans running customer support and experience at startups to running script changes on live TV shows. Option 1: Wiki Library web part. Soliciting your customer support team’s feedback on both existing and potential articles is imperative to designing a knowledge base that can grow and scale with your business. If a customer can’t access an image or video for whatever reason, provide a back up in the form of good old text. Learn how to create a knowledge base from the ground up that your customers will love. The secret sauce to how to create a knowledge base? Short titles that contain main keywords can help customers find the right knowledge base article with the answers they need more quickly. Once you have a functioning and effective knowledge base, you can build and improve on it anytime. OneNote has filled the role for teams to quickly and easily create their own knowledge base. What should you write about? Because while it’s fine to get creative with your marketing pages, quality knowledge bases should be formulaic. To create a new article, right-click and open this link in a new tab. Any business set for growth can’t rule out the use of knowledge base software. Sometimes, the best solution allows your customers to help themselves by giving them access to immediate knowledge without requiring personal assistance. Prioritize which topics you address in your knowledge base. Adjust the layout as you wish. Follow these tips to improve your knowledge management. Ok, then, let’s try this: 1.Create a SharePoint Team Site: Create a SharePoint site. Here's the basic process of designing and building a knowledge base: Make complex knowledge simple to … It goes without saying that the success of your knowledge base depends on the quality of your content. Just like Google’s search bar, you’ll usually see this before the full list of knowledge base articles. A great knowledge base design should create an effortless experience for your customers to find answers to their questions. You should either go for action words like: Or use exact phrases of the actions they’ll take, such as: Build a solid foundation for content by first creating overall topics, then plotting out individual articles within each section, and finally coming up with clear titles for each. 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. Visual materials enrich your support content and keep users engaged. 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. Most knowledge base tools include a search tool; if yours doesn't, add one with a tool like Swifttype. Audit the entire base on a recurring basis, aim for monthly or quarterly check-ins. How to Create a Simple Knowledge Base that Empowers Customers Done right, a knowledge base can do wonders for your business. Of course, building a knowledge base that works for both the customers and the support engineers can be challenging. But, most prefer to fix their own problems without getting others involved. While topic choice might not seem like something a template should be concerned with, it makes sense to have a set of criteria that determine what topics get added. Start your free 15-day trial today! 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. Decide on the core elements of your knowledge base, Agree on the structure of your knowledge base articles. Here are our <> simple tips for creating a knowledge base: 1. Creating a knowledge base for your business is a win-win customer service strategy. Writing knowledge base articles is inherent to almost every customer support team. As a whole, your knowledge base will teach customers and users everything they need to know about using your platform or service. A knowledge base is a self-serve online library of information about a product, service, department, or topic. Beyond that, 55% of consumers fall in love with a brand when that brand offers “easy access to information and support.” Reduce customer effort and you’ll improve customer loyalty. The data in your knowledge base can come from anywhere. Designing product-specific help centers and adding advanced search capabilities empower customers to get the answers they need with speed. Support agents answering tickets? And, artificial intelligence enables your team to spot self-service trends that an individual support agent might miss. Your knowledge base tool must do more than just exist. From there, you can go more in-depth into the topics you need to cover within separate sections of your knowledge management database. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. Of those options, WP Knowledgebase is the most popular solution. Create knowledge base as a well-organised helpful tool, available 24/7, from anywhere. Then it’s just up to you to provide the content. While SharePoint is a great piece of software, learn why it makes for a bad choice for most organizations that are in the market for a knowledge base … Deciding on which help topics to start with can seem like an overwhelming task. When building and designing an external or internal knowledge base, it’s important to keep discoverability and simplicity top of mind. Her goal is to help businesses grow by offering practical and actionable ways to improve customer experience. It’s understanding your customer’s pain and analyzing their capability of using your product. To Create a new Wiki Library, click on Site Contents > Add an App > Wiki Library. Agree on … AND I haven't seen anything about wiki pages in the modern UI. But it’s not a complete thought. Sorry something went wrong, try again later? A simple knowledge base design makes for easy navigation and quick answer finding—just what self-sufficient customers want. The first step is to choose topics that your customers will find useful. When writing the actual text for your articles, mind your language first and foremost to make your knowledge base as effective as possible. Today, we’re going to talk about knowledge bases—why you should have one, what makes one great (or not so great) and how to get started with building your own. For example, some people hate video tutorials. 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