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Customers can use your knowledge base to solve their issues and learn how to use your product or service. Often, it is a part of a company's self-service portal or website.
A knowledge base is described as a centralized repository where information can be stored, organized, and shared. An external knowledge base is where customers can go to learn everything they'd ever need to know about a company's products or services.
If you've ever had a question about a product you're considering or have a problem with a product you've purchased, you've most likely found yourself in a knowledge base on the company's website.
40% of customers prefer to find an answer themself.
9 things we suggest you keep in mind to build yours
✔️ Understand your users' pain points: Anticipate user pain points and questions, and eliminate them in your article.
Try the entire step-by-step procedure yourself; make a note down where you got stuck or which parts were confusing.
Cover these scenarios in your article to help customers who are facing similar problems.
✔️ Write for the average user: A long-term user would know more about your product or service than someone new. You can cater to both categories by splitting your content into multiple articles.
One can give readers a primer on the topic, while the others, linked to the first, can help those who want detailed information.
✔️ Cater to different kinds of learners:
Some like to learn to use images, while others like to read.
✔️ Eliminate the writer bias: Remember that your customers do not know the product as well as you do. Put yourself in your customers' shoes and rethink the assumptions you make while writing the articles.
✔️ Talk like your users talk. Do not use excessively complex language or technical jargon in your articles.
✔️ When you write for your support portal, keep in mind that you are not trying to sell. Selling or upselling in a support article is a bad idea.
✔️ Treat every article like a mini-onboarding process. Start by explaining the broader idea. Use examples and then dive into the specifics.
✔️ Don't make it hard for users to find out what a feature cannot do or what the service does not cover. If your app doesn't run on Windows, say it. If a service is available on the highest plan, mention it clearly.
✔️ Make sure your article is search engine optimized.
Add images
You can edit this article by adding images or GIFs.
Add Videos
Adding videos to your help center article is a great addition for your customers in need of help.
Build your Help Center
Knowledge base enables your agents to always give the latest and most reliable information to your customers. Of course, when customers get answers faster, that increases both your customer and agent satisfaction.
When you are ready with your articles remember to:
Publish your Help Center
Include your help center article on your website
Add your custom domain
Include the help center in the live chat
Enable auto-reply to reply automagically to your customers
That's it, my friend.
You are ready to launch 🚀