Audit the entire base on a recurring basis, aim for monthly or quarterly check-ins. 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. Here's the basic process of designing and building a knowledge base: Make complex knowledge simple to … Want to have a “top articles” section based on which ones are read most? 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. Good knowledge bases follow somewhat of a formula. Designing your knowledge base shouldn’t be a one-time thing—a great knowledge base requires continuous improvement over time. That’s why it’s important to prioritize what topics you address in your knowledge base in order to make … Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. 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. That’s where knowledge base comes in. Everything we've learned (and are still learning) about growing a business. Let’s explore a comprehensive answer—backed by data, five timeless sources, and 11 qualities of exceptional support—to, “What is good customer service?”, Erika Trujillo Customers don’t want to have to find a ladder to reach your FAQs page on the top shelf. (In Groove, you can look at which canned replies you’ve used most, for example). When crafting the titles of your topics, remember that people tend to search using very basic terms. For example, here at Groove, our customers want to know more about specific sections of our product. FAQs, how-to guides, webinars, articles, videos, and product demonstrations all are great ways to provide your customers and prospects with the information they require. When looking at your knowledge base performance, focus on impact. But this is only possible if your community is easily discoverable. You can also make things easier for yourself in the future by making all of your support copy reusable and interlinked. 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. And if you are looking for information on how to create a knowledge base, this article will be of great use to you. Here are a few pointers: 1. A knowledge base is a great tool for improving your customer experience. But, most prefer to fix their own problems without getting others involved. (No credit card required). 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. But you can also play around with instructional videos, GIFs, or whatever else you feel would add a little something extra to your content. A knowledge base directly meets this need by providing a fully searchable database of information that customers can explore quickly and conveniently. The business impact of a great knowledge base. Then, move on to the fun part. Good customer service is super important for any company striving for customer support greatness, but it shouldn’t be all there is to it. When building and designing an external or internal knowledge base, it’s important to keep discoverability and simplicity top of mind. No matter how amazing your knowledge base is, sometimes it doesn’t cut it. When crafting article titles, try to keep article titles short and sweet and try to think about what a customer might search for. SharePoint Knowledge Base Review (2020): Pros & Cons . Before choosing a platform for Knowledge-base and FAQ, you want to consider a few essential points. This will be your FAQ section. Follow these tips to improve your knowledge management. An article about a subject should be as thorough as it can be without being obscure and … AND I haven't seen anything about wiki pages in the modern UI. Groove’s platform includes a reporting database specific to knowledge base metrics: A good knowledge base is never complete. Your self-service portal is often an important first point of contact customers have with your brand and a well-designed external knowledge base can help grow your community and build deeper connections with your customers. In a digital-first world, contact centers need to move faster than ever. Say, you want to link to another page in your wiki, just type in the two open square brackets * [[ * on the page and you will notice a small window pop-up. And, artificial intelligence enables your team to spot self-service trends that an individual support agent might miss. The quality of the service is vital. To connect the dots, each of our examples begins with a lesson. Last updated November 11, 2020. Gameify — make it a competition with monetary rewards, giving gift cards to the top 3 employees who add the most to the knowledge base in the first 2 … As you develop your company Knowledge Base, you most definitely will need an ability to link between different Wiki pages you create. Creating a good knowledge base. Being with these two topics, no time-consuming customer or behaviour research needed. Add anything that pops up often to the knowledge base, instead of dealing with it manually every time. Now, to be fair and clear, we did have the ability to tag Wiki pages in the past. 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? It should also provide motivation, inspiration, and opportunities for customers to learn. Linking pages in SharePoint is actually pretty cool. Melissa Rosen Time to get it out there. Prioritize which topics you address in your knowledge base. An effective knowledge base allows you to stay two steps ahead of your customers’ issues. 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. Decide what information to include before you start. With the right WordPress theme, you can integrate such features to your knowledge base quite easily. Writing content for a knowledge base is slightly different than it is for a blog. 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 … Even if your content is organized into categories and collections, many customers won’t take time to scroll through those categories to … It takes time up front, but it’s worth it. Best Practices For Building, Structuring and Organizing A Knowledge Base Lesson 1: Use common questions for content ideas. Make your knowledge base easy to find both on your own website and through popular search engines. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. Syed, Thanks for the options. The self-service analytics provided by your knowledge base software empowers your support team to take a data-driven approach to content upkeep and design by giving them insights into the popularity, effectiveness, and pain points of content. The first thing to note is that a knowledge base is, at its core, documentation. The goal is to create documentation so good that your customers don’t need to contact your support team. Customer Success Manager @Groove. Increasingly, customers expect to be able to self-serve wherever and whenever they want, whether they’re at home by their computer or on the go using their smartphone. Of course, building a knowledge base that works for both the customers and the support engineers can be challenging. The whole tagging and searching experience left a lot to be desired. Agree on … 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. Basically, make copy as short and structured as possible. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. 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 … You need to show to your customers that there is a team that cares behind your knowledge base. In some instances, the information you need is already created and you only have to pull the necessary information together. Her background spans running customer support and experience at startups to running script changes on live TV shows. Some people immediately submit a ticket, call, or email support when they encounter an issue. Option 1: Wiki Library web part. Keep it consistent with your overall company branding, and include formatting and writing … If you have a WordPress Website and want to create your first Knowledge Base, you are in the right place. ), Zendesk’s Customer Experience Trends Report, 2020, clear, concise, and consistent categories, What is digital transformation? You made the first step. And the number is growing as new technologies help to create knowledge base more interactive and easy to use. Also, keep track of pertinent information that you can convert into Q&A’s. Building in peer-to-peer support into your help center fosters more trustworthy customer relationships through community. To create a better experience for your customers, the knowledge base that houses your documentation must have a feature with an excellent search engine. Use wording from your tickets You don’t have to reinvent the wheel when it comes to writing the content for your knowledge base. The apps that can make your Google Drive knowledge base a success. Feel free to link to your knowledge base from other forms of support, too. 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. A knowledge base consists of an online library filled with guides, tutorials, and answers to common customer questions about a business’s products or services. Free Download: How to Create Perfect Knowledge Base. Gather your customer support team and start simple. How do you know what your customers need help with? It’s understanding your customer’s pain and analyzing their capability of using your product. Once you have a functioning and effective knowledge base, you can build and improve on it anytime. Building in a “Contact us” section that allows customers to access customer support if they need to shows you’re there to support your customers. Considers SEO (if your knowledge base is public): A public knowledge base (i.e. A killer help center is a way for your company to anticipate a problem before it occurs, as well as a way for your customers to get familiar with your product on their own time. On the other hand, help content can often act as the first point of contact with your company. There are many resources available to help you create killer product documentation for your … Go for it. Writing knowledge base articles is inherent to almost every customer support team. An overwhelming 91% of customers said they would use an online knowledge base if it were available and tailored to their needs. Knowledge is currency in the digital world, and a great knowledge base can lead to better end-user experiences, decreased support costs for your organization, and a waterfall of new insights for your Sales, Marketing, and Customer Success teams (not to … Create knowledge base as a well-organised helpful tool, available 24/7, from anywhere. And if you are looking for information on how to create a knowledge base, this article will be of great use to you. What should you write about? First, focus on scaling the structure of your help content. On the technical side, it’s easy to create it with knowledge base software, but other challenges remain. Do it. SocialTables. Here are our <> simple tips for creating a knowledge base: 1. Why would you not make that process easier? Create a simple knowledge base template to use for every article. Here is a four step guide to help you kickstart the creation of your knowledge base. Figure out the basics, then get writing. Note: 2,000+ companies use Groove to delight customers with fast, personal support at scale. A great knowledge base design should create an effortless experience for your customers to find answers to their questions. 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 … 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. Your knowledge base tool must do more than just exist. A knowledge base guides your customer towards a solution through documentation. How To Create a Knowledge Base With A Free Knowledge Base Plugin. The first step to a well-designed knowledge base is simplicity. How many steps does the customer have to take to contact you and get answers to their questions? Having information architecture guidelines to follow on every topic page helps ensures consistency. The most direct way for customers to find answers to their questions is the search bar. Or send an email. Despite its small size, your email auto-reply can be powerful. And to do that, they often aren’t willing to get on a phone call. It goes without saying that the success of your knowledge base depends on the quality of your content. You could ask staff for their perspectives too. Choose Create > How-to or Troubleshooting and follow the prompts to create your first knowledge base article; The knowledge base space blueprint includes everything you need to get started, including article templates, and a pre-configured homepage with Livesearch and Content By Label macros. Download Now The best knowledge bases are simple, intuitive, and agile. 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