Customers often look through a company’s online self-service tool first when they seek solutions to their issues or questions. For this reason, a company needs knowledge base software as a self-service tool to help these clients to get their answers and solutions.
In this blog, let’s discuss the main steps for creating knowledge base articles that will best serve customers and the support team. In addition, you’ll learn the elements to include in your knowledge base as well as the importance of having an effective self-service tool.
What is a knowledge base?
A knowledge base is defined as a self-service tool comprising of helpful information about the products and services offered by a company. This information is stored in one central repository and helps customers resolve issues on their own. An internal knowledge base is a reference point for the customer service team on additional information regarding a company or its brands.
A knowledge base is mainly created as an online resource center for customers and support teams to have easy access to useful information on company products and services.
Main elements to consider in your knowledge base
When creating knowledge base articles, consider including the following main elements for optimum results.
Frequently asked questions page
How can you relieve your support team of giving repetitive answers to different clients with the same question? With a frequently asked questions (FAQs) section, your clients can get answers to common questions without contacting your team. When clients have a question or need clarity on an issue, they visit the FAQs section first for fast answers. They only contact your support agents if the answer they seek has not been addressed in this section. This FAQs section reduces tickets and allows agents to focus on more complex issues.
Company support team contact options
Whenever clients are unable to resolve issues on their own, they will need to reach out to the support team for assistance. This is where the Contact Support option comes in. It is vital to include it in all your articles or content to make it easy for clients to contact your support team.
This option gives clients a personalized customer service experience. In addition, it reduces the resolution time. It also increases customer satisfaction due to the ease of access.
Search text box option
Optimize your knowledge base with an instant search function to make it easy for your customers to search through the information with keywords. Imagine how fast it will be for clients to get answers if they use this easy navigation tool. It saves them time and effort.
When creating knowledge base articles, include videos where possible and helpful. These are video demonstrations of how different features of a product function. The demos are used to give directions on the right way to use the features. For instance, here is a sample of a how-to video on Getting Started with the BoldDesk Knowledge Base. These demos make it easy for clients to use the products without contacting the support team for help.
These are just the main types of content to include in your knowledge base in order for it to be the most effective self-service tool.
Reasons you should have a knowledge base
Having an effective self-service tool that provides helpful information to your customers is very important. A knowledge base:
- Helps support agents to improve their productivity.
- Helps customers resolve issues on their own faster.
- Provides useful insight into the company.
- Boosts the satisfaction of clients.
- Provides customers with 24/7 access to useful information.
Go through this knowledge base blog for detailed information on the importance of a knowledge base in an organization.
Steps to creating an effective knowledge base
With the right steps, you can create an ideal knowledge base that will serve your clients most effectively.
1. Define the purpose of your knowledge base
Do you want an effective knowledge base? First, and most importantly, define your purpose! How can you know what to include in your knowledge base if you don’t even know why you need it? With that said, it is important to set clear goals before you start creating knowledge base content.
Important details like the audience you aim to reach with your knowledge base will determine what to cover. Internal knowledge bases include documents not meant for the public’s eyes as well as unedited technical information that may be difficult for a general audience to understand. On the other hand, an external KB could contain solutions for current customers or more general information for potential customers.
With a clear purpose, your team will have a seamless process for building knowledge base articles and publishing them.
2. Prepare the knowledge base design and structure
Deciding on the right design and structure to best present your content for your audience is an important step. The information should be organized in a simple manner that end users can easily find. Separate your content into categories and further subcategorize, based on the different data types and purposes. Think out your internal links. This makes navigation easier.
In addition, the design you decide on should be relevant and easy to use. Clients should find the chosen structure and design to be user-friendly. As a result, it will allow them to have easy and fast access the information they need.
3. Choose the topics or content to cover
Which topics should you cover, and in what order? To know the right topics to cover, firstly, check the trends on the most searched about topics on your website or on the Google Analytics tool. With this analytics tool, you can get insight into the most searched and trending topics in your field. You can have an overview into which keywords most people are searching for. This will help you choose more general topics to include in your self-service tool.
Secondly, go through your ticket history list and check for the common issues that need to be addressed.
Lastly, you can ask the support team for the most recurring customer issues and questions that can be resolved or answered using articles.
The most common issues give you an insight into the topics that you should cover first when creating knowledge base articles. For instance, if tickets on password resetting are the most common, consider writing an article called “How to reset your password” to address that issue.
Remember, it is ideal to start with the basic information, followed by how-tos from the start-up process, and finally fixes to specific issues. This will ensure you cover all the important and essential content.
4. Provide simple content to reach all audience
Make sure the content you write for an external knowledge base is relevant and comprehensible for any type of audience. This means, assume that your audience is new to the topics under discussion. Explain to them in the simplest language possible. Avoid jargon. Make them understand the entire content, very well, in order for the information relayed to be useful to them.
From the title or heading you choose, to the introductory content and finally the topics and subtopics, make them very simple and logical. Give your readers an easy time of reading through articles and understanding the information they contain.
Where possible, add links to related articles to the content being written. This will give the readers more information on the current topic of discussion if they need it without cluttering the article with too much text.
5. Include visuals when creating knowledge base content
What can you do to make your content more audience-friendly? Consider adding attractive visuals such as images, videos, GIFs, and graphs or charts where they’d be good complements to your text. Take screenshots of related pages from the company website and include them in the article you create, for clarity. Such visuals make customers understand the information better and increase their engagement with your knowledge base page. Additionally, makes your content more attractive.
6. Make your content SEO optimized
How can people find your knowledge base articles online and discover your brand or company? First, optimize your knowledge base to make it easy for interested users to find your articles on your website.
Second, index your knowledge base using the right search engine optimization (SEO) tools. This will make your articles visible to any internet users browsing in popular search engines like Google.
Third, ensure you include keywords for each article. Any internet users looking for information on topics like the ones you have published should find your article in the list.
Lastly, make sure to add your knowledge base link to any platform you get an opportunity to. The more places you include your link, the higher the audience reached. This is a great marketing strategy for your brands. A great informative article can be all that a potential client needs to get on board and do business with your company.
7. Evaluate, maintain, and regularly improve your articles
Gauge how your articles perform by analysis of the clients’ feedback and clicks. Check data reports to see the number of users who read them. Gain insight into what users think of the content. Was the information provided of any use to them? This insight will help you know what your clients need and thus, the topics to cover.
With every new improvement made in your products, ensure you update the articles in your self-service tool as well. The content should always be current. This will ensure the information stays relevant to the end users.
Follow the guidelines in this blog to create knowledge base content for self-service purposes. With your knowledge base, provide your audience with relevant and helpful information and improve their satisfaction with your company.
With BoldDesk, get effective, built-in, customizable knowledge base software for your clients and support team. Try the BoldDesk free trial package for the best self-service tool experience! Feel free to make inquiries or request assistance from our BoldDesk support team. Thanks for reading!