Outside of these basic necessities, what else to include in your knowledge base depends entirely on your unique needs. 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. It must answer common questions efficiently to save customers time and confusion. 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 themâand more likely that they'll give up and reach out to an agent instead. On the other hand, help content can often act as the first point of contact with your company. Swifttype includes a number of advantages that make it a great tool to include. Content management vs. knowledge management, Please also send me occasional emails about Zendesk products and services. What are they searching for? Imagine this: A customer discovers your business and has some basic questions, but you don’t have a knowledge base. In fact, high performing customer experience teams are 76% more likely to offer self-service for just this reason, according to Zendeskâs Customer Experience Trends Report, 2020. Those insights can help you understand the content gaps between your help center articles and customersâ needs to determine what to write next and where to improve existing knowledge. So now that we have all the ingredients, let me describe the new, sleek way to create Wiki Knowledge Base in SharePoint. Read on to see how other companies are doing it, and what you can learn from them. How to Create a Knowledge Base. 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? Keep it consistent with your overall company branding, and include formatting and writing … A list of good knowledge base examples is helpful. Then it’s just up to you to provide the content. There simply aren’t enough hours in the day to write an article for every single support issue that you encounter. (No credit card required). Your customers will be empowered to find their own solutions, feel accomplished, and appreciate your effort to make things as easy as possible. Responsive designâ 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. Customer-facing knowledge base: A repository of knowledge that can help a customer make a decision or find a solution. You’re writing documentation. Once you have a functioning and effective knowledge base, you can build and improve on it anytime. Now, to be fair and clear, we did have the ability to tag Wiki pages in the past. While weâre all about empowering customers to help themselves, you donât want to shy away from them either. Here are a few pointers: 1. (No credit card required). Explore this eBook to learn how companies of all types, large and small, have flourished after making the switch from Salesforce to Zendesk. Gather your customer support team and start simple. Visual materials enrich your support content and keep users engaged. Also, you don´t have to create hierarchical nodes if you don´t think that’s fitting. A successful knowledge base should be user-friendly, and contain extensive information that when searched can quickly help solve visitors’ problems. If your knowledge base design is lackluster, it could make for a poor impression. Some people immediately submit a ticket, call, or email support when they encounter an issue. This will be your FAQ section. Here’s the basic process of building a knowledge base: Decide on the core elements of your knowledge base. 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 … Examples of what to track include: Examine how your customers are using your company’s knowledge base. But that can only happen if you have a Knowledge-Base on your site. Learn how to create a knowledge base from the ground up that your customers will love. With all the information in one place, the costs can be drastically lower. For example, here at Groove, our customers want to know more about specific sections of our product. Building in peer-to-peer support into your help center fosters more trustworthy customer relationships through community. On the technical side, it’s easy to create it with knowledge base software, but other challenges remain. Download Now Luckily, technology makes knowledge sharing easier by helping your team work better cross-functionally. Many businesses include a “Quick links” or “Popular topics” section on their knowledge base, which is essentially a product- or category-specific FAQ. It’s there to assist them, while allowing your customers the luxury of getting answers to their questions with no hassle. How else are your customers going to find it? Add anything that pops up often to the knowledge base, instead of dealing with it manually every time. Feel free to link to your knowledge base from other forms of support, too. 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. For example, agree that every one of your articles will contain these things: Second, prioritize the customer’s workflow and use cases. Prioritize which topics you address in your knowledge base. First, focus on scaling the structure of your help content. Increasingly, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. Everything we've learned (and are still learning) about growing a business. 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. Groove’s Shared Inbox, Knowledge Base, and reporting can help you delight customers with fast, personal support at scale—without breaking the bank. 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 … The benefit of these knowledge repositories isn’t just on the customer side, though. As with any other overwhelming task, start small. Please reload the page and try again, or you can email us directly at email@example.com. So, how do you make the most of your resources to create a good internal knowledge base software for your employees? Time to get it out there. This requires your team to vet articles on a regular basis to ensure their relevance as your product and business evolves. The first step is to choose topics that your customers will find useful. The knowledge base allows you to create something between a traditional search engine and a forum of experts. But it’s not a complete thought. Instruction one It is necessary to understand that in a simplified form the knowledge base is a talking textbook that writes itself. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. The quality of the service is vital. Try it today by starting a free 15-day trial today! Linking pages in SharePoint is actually pretty cool. Keep your eye on these customer questions to identify any areas where you can improve, including which topics to add to your knowledge base. 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. 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. How to formulate a good Knowledge Question? 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. Your Support team can free up a lot of time for solving complex issues. Here are some of the key steps to launching an effective knowledge base. A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. I described this in detail in this post. Considers SEO (if your knowledge base is public): A public knowledge base (i.e. Make it as smooth as possible. Her goal is to help businesses grow by offering practical and actionable ways to improve customer experience. Like any other documentation, your knowledge base should: Understand your goals and the tone you want to set with your knowledge base. Try asking your customer support team members about the questions they encounter most from customers to get a good idea … Groove’s platform includes a reporting database specific to knowledge base metrics: A good knowledge base is never complete. To connect the dots, each of our examples begins with a lesson. The most obvious type of visuals to use in your knowledge base are screenshots of new products to show how things work. What’s not to love? It’s a self-service portal which can be easily accessed by customers and internal employees alike. So plan ahead and add some subcategories if necessary, but do not exaggerate, remember to keep it simple. 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. Focus on making your communication as scannable as possible. Keep things simple, and tackle real challenges for your customers. Step 3: Create a page template. Most of your knowledge base articles probably include a set process the user needs to follow. It takes time up front, but it’s worth it. 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. Decide on the core elements of your knowledge base, Agree on the structure of your knowledge base articles. 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. This blog will show you how you can create a Knowledge Base for free. No matter how many articles you have, categorize them into sections for the best user experience—nobody likes seeing a huge wall of article headings. Short titles that contain main keywords can help customers find the right knowledge base article with the answers they need more quickly. 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