Adding content to your knowledge base is like shopping for month-long requirements in the supermarket.
“What is your favorite supermarket structure?”
Is it the one that helps you survive a long queue with immense patience and asks you to stand out another 10-20 minutes in patience while they clear their cash counter and duly scan your cart, and is rude to talk to?
Or, would you instead prefer a supermarket that has categorized the products by similarity and sections?
Has helpers at each section to get out of pickled state, and shall ask your preferred payment mode, be it cash or cashless transaction, and assist you with discounts, offers to escort your baggage till your transport and smile while handling a distressed customer?
If your answer is the second type, with more inclusions in service quality, how could your customer not want the same?
To satisfy your customers with service essentially calls for each of your agents and employees to be trained to deliver that level of service equality.
Table of contents
What is knowledge base content?
Knowledge base content is the resources available in your knowledge base, like how-to articles, picture guides, FAQs, step-by-step troubleshooting guides, training videos, product tutorials, etc., that can cater to the need of your customer support team or even customers to self-serve themselves.
Why should you pay attention to your knowledge base content?
You often hear IT professionals saying to reduce the content and increase the interactive images.
Why should you then pay attention to what you are writing? Content is your medium of talking to your customers.
Your customers might be interacting with an agent, thinking of them as your representative, thus speaking to your brand.
Therefore, attention to detailing, formation, structuring, and presentation of your knowledge base content is essential.
6 Best practices to follow while creating knowledge base content
Creating relevant and visible knowledge base content is not a trick but an art. This requires you to understand the psychological demands of the users and categorize your content accordingly. Here are six general practices that can help you produce the best knowledge base content:
1. Choose what you want to include
Make a layout to have a framework before you start working on your help center content. This only helps you collect relevant data and guides the creators on the module-choosing procedure. Go for the best choice according to the issue complication.
2. Select the platform for distribution
Where do you get most tickets from? Which platform do the customers ask to be attended to? Select your platform with proper analytical awareness. Customers should not find stranded even when your solution is up and running only because of your faulty platform choice.
3. Target relevant audience
Who needs the solution you are publishing must be a primary question answered. You might be running a digital campaign on the mobile visual guides. The visibility might be at a geographical location with different brand usage or amid elderlies who still don’t use smartphones as much.
4. Describe the product and services
Tell your audience about the product, the service, and unique features. Help them discover the product they own to extract the total value of their investment. Do not start selling your product; instead, focus on how to resolve any query with keywords.
5. Make your content interactive
Until you engage your customers, you can’t ensure them with the solution you provide. Customers shall always want first-contact resolution and absolutely zero complaints in the future.
In the long run, earning customers’ trust requires telling them that you care for them and shall always help them. Please focus on product improvement and reach out to customers instead of waiting for them to contact you.
6. Update the knowledge base regularly
Every industry launches new features and product updates quite frequently. Technological issues, more often than, stem from such updates or restrictions. Please read the product guides regularly and update them soon with correct and verified information.
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Creating a knowledge base is an extensive and never-ending process that requires brainstorming and critical assessment alongside statistical analysis. Choosing platforms, content, module, etc., to give shape to a better metric chart, too, is no picnic.
However, a knowledge management system like Knowmax starts at the ground level understanding your products and services, cataloging features, and reading your customers to create a hierarchical structure that eliminates contingent threats and incorrect communication flow and opens a community for 2-way channels.