Adding content to your knowledge base is like shopping for the month-long requirements in the supermarket.
What is your favorite super market 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?
Would you rather prefer a supermarket that has clearly categorised 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 smiles while handling a distressed customer?
If your answer if the second type, with more inclusions in service quality, how could your customer not want the same?
To make your customers fulfilling and satisfied with service essentially calls for each of your agents and employees being trained to deliver that level of service equality.
Why should you pay heed to content in the knowledge base?
You often hear the 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 to be your representative thus talking to your brand. Paying attention to detailing, formation, structuring, and presentation of content is thus extremely essential.
What is knowledge base content?
Content includes every element that goes live on your knowledge base. It includes written text, images, links, hyperlinks, media, colours, shapes, videos, infographic, graphic, etc. All of these collectively form the content section of your support portal.
Who can see this content?
The content published is accessible through cloud connectivity as the repository created is done keeping in mind the secrets of customer and agent demands as well. Anyone whom your admin team allows accessing knowledge management can read the contents put there-in. It is ethical to leave rating and comment sections open for both agents and users as well.
The content so uploaded is accessed by authorised personnel only. This includes your agents, employees, third party associates, team members, experts, creators, and customers. They can be allowed to create, edit, read, delete, approve, and publish the content as per their designation.
How to create relevant content for your knowledge base?
To create relevant and visible content is not a trick but an art. This requires you to understand the psychological demands of the users and categorise your content accordingly. Understand the target audience and the demography you want to be visible to.
Include all essential elements and give primary importance to branding. The second best thing just always is customer experience followed by the user interface. It’s no use creating the best ever knowledge base platform and yet suffer from misinformation or complicated operations.
6 best practices for knowledge base content
1. Choose what you want to include
Make a layout first to have a framework before you start working on your content. This helps you to collect relevant data only and also 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? Select your platform with proper analytical awareness. The customer should not find themselves 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 and 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 the product, the service, and its unique features. Help them discover the product they own so that they can extract the full value of their investment. Do not start selling your product, rather focus on how-to-resolve any query with keywords.