Don’t be afraid to rub the fact that you have a knowledge base into people’s faces. The data in your knowledge base can come from anywhere. Feel free to link to your knowledge base from other forms of support, too. Now, to be fair and clear, we did have the ability to tag Wiki pages in the past. A great knowledge base design should include a powerful search system. In this blog post, we discuss some best practices to help you create a helpful knowledge base for your residents, managers, and support staff. A simple knowledge base design makes for easy navigation and quick answer finding—just what self-sufficient customers want. Once you have a functioning and effective knowledge base, you can build and improve on it anytime. G Suite makes it really easy to set view, comment, and edit permissions for each document. An overwhelming 91% of customers said they would use an online knowledge base if it were available and tailored to their needs. And how to keep it customer-centric, Delivering personalized customer experiences with Zendesk and Amazon Connect, How companies thrive after switching from Salesforce to Zendesk, Building stronger customer relationships with messaging, Empower your team to work cross-functionally with analytics and AI. Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) 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. 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. Or send an email. Your knowledge base tool must do more than just exist. If the vendor can meet your basic requirements and deal breakers, you can invite them to present a demo of their software. Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. Something that could have taken 10 seconds has now turned into 10 minutes of their time and yours. From top to bottom, a knowledge base should be educational, motivational, and organized. I’ve been debating how to best go about adding a knowledge base for my plugins. Sign up for our newsletter and read at your own pace. If you’ve landed on this post, you’re probably convinced of the fact that you need a knowledge base to help support your customers. Melissa is a CX Lead and content creator at Groove. Focus on making your communication as scannable as possible. I described this in detail in this post. Oops! Taking it a step further, an AI-powered chatbot like Anwser Bot can deliver relevant knowledge base content from anywhere a customer already is, whether that's reading about your company on the homepage of your website or adding items to their chart in your mobile app. A knowledge base is how you communicate with customers. 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 … Do this to show your customers that you care and that you are here to help when they need it the most. Nobody likes to read (well, some of us do). 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. Adjust the layout as you wish. Here's the basic process of designing and building a knowledge base: Make complex knowledge simple to … Keep that in mind when thinking about your knowledge base. Luckily, technology makes knowledge sharing easier by helping your team work better cross-functionally. Note: Groove’s Knowledge Base is included for free with all Groove accounts. Time to get it out there. Why would you not make that process easier? Jam-packing your help center with information about every product and feature can overwhelm customers, making it difficult for them to find content that's relevant to them—and more likely that they'll give up and reach out to an agent instead. 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 … Make it as smooth as possible. You’re not writing a blog post on wordpress or a novel. Want there to be a separate section for video tutorials? We’re excited to introduce Zendesk messaging for web and mobile — bringing rich, modern and automated conversational experiences to your own properties. Most of all, a knowledge base should build upon itself to coalesce into an … If you’re using a convenient pre-designed knowledge base foundation (like Groove’s solution), it’ll most likely have all the core elements already included. If everyone’s asking, it makes sense to place your FAQ page in an easy to reach place. Your customers can access technical support at any hour, straight from their smartphone. OneNote has filled the role for teams to quickly and easily create their own knowledge base. Good customer service is super important for any company striving for customer support greatness, but it shouldn’t be all there is to it. Read on to see how other companies are doing it, and what you can learn from them. Best Practices For Building, Structuring and Organizing A Knowledge Base And if you are looking for information on how to create a knowledge base, this article will be of great use to you. On-site chat widgets where you can talk to a real person? Understand your goals and the tone you want to set with your knowledge base. 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. Ok, then, let’s try this: 1.Create a SharePoint Team Site: Create a SharePoint site. To connect the dots, each of our examples begins with a lesson. If a customer can’t access an image or video for whatever reason, provide a back up in the form of good old text. The whole tagging and searching experience left a lot to be desired. A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. Collect, or create, copies of the information necessary to build your knowledge base. Again, make it easy for them to find it. The knowledge base allows you to create something between a traditional search engine and a forum of experts. Designing product-specific help centers and adding advanced search capabilities empower customers to get the answers they need with speed. The most obvious type of visuals to use in your knowledge base are screenshots of new products to show how things work. If you have a WordPress Website and want to create your first Knowledge Base, you are in the right place. Building in peer-to-peer support into your help center fosters more trustworthy customer relationships through community. Sometimes customers have questions that are best posed to other customers. Your Support team can free up a lot of time for solving complex issues. Here are our <> simple tips for creating a knowledge base: 1. Writing content for a knowledge base is slightly different than it is for a blog. It takes time up front, but it’s worth it. Please reload the page and try again, or you can email us directly at support@zendesk.com. Don’t be that company with an outdated, useless portal. How to Create a Knowledge Base. Many visuals are at the mercy of technology and formatting. If you have a sea of knowledge base content, clear, concise, and consistent categories and topics can help temper a swell of articles. It should also provide motivation, inspiration, and opportunities for customers to learn. Writing knowledge base articles is inherent to almost every customer support team. The secret sauce to how to create a knowledge base? It’s a self-service portal which can be easily accessed by customers and internal employees alike. The more prominent your search bar, the easier it is for customers to get their answers and get out—and that’s what we call a low-effort experience. Now that you know what goes into creating a great knowledge base, we thought we'd share a few knowledge base examples to help you with creating something that's visually appealing. Customer-facing knowledge base: A repository of knowledge that can help a customer make a decision or find a solution. Your knowledge base should not be cluttered with articles that answer one or two customer queries each year, but neither should it be so basic that it’s rarely helpful at all. As such, please reference this post to learn more about the new ways of creating a Knowledge Base Wiki in SharePoint. Keep a log of resident questions. To create a new article, right-click and open this link in a new tab. When designing your knowledge base, put your search bar front and center. 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. Help Upskill Your Workforce and Improve the Onboarding Process . You made the first step. (No credit card required). 1. The Create a New Knowledge Base Article page will open. You can also make things easier for yourself in the future by making all of your support copy reusable and interlinked. We’ve got you. Choose your knowledge base content. It must answer common questions efficiently to save customers time and confusion. 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. Users may browse through individual articles to learn more about your product, but when they need help they'll want it fast—and that's when search is crucial. All without breaking the bank. If your knowledge base design is lackluster, it could make for a poor impression. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. SharePoint Knowledge Base Review (2020): Pros & Cons . Of course, building a knowledge base that works for both the customers and the support engineers can be challenging. In other words, you need to highlight the human side of your knowledge base. Visuals shouldn’t entirely replace text. How to Create a Simple Knowledge Base that Empowers Customers Done right, a knowledge base can do wonders for your business. Here’s the basic process of building a knowledge base: Seems like a big bite? Those insights can help you understand the content gaps between your help center articles and customers’ needs to determine what to write next and where to improve existing knowledge. However, simply offering a standard knowledge base portal isn’t enough—the design of your help center affects your customers’ experience with your brand. So plan ahead and add some subcategories if necessary, but do not exaggerate, remember to keep it simple. And if you are looking for information on how to create a knowledge base, this article will be of great use to you. For example, here at Groove, our customers want to know more about specific sections of our product. Visual materials enrich your support content and keep users engaged. Customer Success Manager @Groove. Outside of these basic necessities, what else to include in your knowledge base depends entirely on your unique needs. CX Lead & Content Creator @Groove. This isn’t just because search engines give priority to websites with a responsive design, but also because your customers expect it. An article about a subject should be as thorough as it can be without being obscure and … 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. Use wording from your tickets You don’t have to reinvent the wheel when it comes to writing the content for your knowledge base. Sorry something went wrong, try again later? There are many resources available to help you create killer product documentation for your … When writing the actual text for your articles, mind your language first and foremost to make your knowledge base as effective as possible. Prioritize which topics you address in your knowledge base. 2.Click settings gears> Add an app. Another surefir… A great knowledge base design should create an effortless experience for your customers to find answers to their questions. 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. In today’s connected world, people expect and demand easy access to accurate information. For example, agree that every one of your articles will contain these things: Second, prioritize the customer’s workflow and use cases. Keep things simple, and tackle real challenges for your customers. Soliciting your customer support team’s feedback on both existing and potential articles is imperative to designing a knowledge base that can grow and scale with your business. Before diving into the why, let’s start with the what. Your knowledge base is yet another reflection of your branding. By Hannah Wren, Content marketing associate, Published May 12, 2020 Ask yourself this question to stay in control of visuals: “If I took away this image, video, or screenshot, would the instructions still be clear?”. Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. For content additions, keep an eye on incoming support tickets, requests, and common questions. What should you write about? Syed, Thanks for the options. Short titles that contain main keywords can help customers find the right knowledge base article with the answers they need more quickly. If there’s no chronological order or dependencies between tasks. You need to show to your customers that there is a team that cares behind your knowledge base. Groove’s platform includes a reporting database specific to knowledge base metrics: A good knowledge base is never complete. Tom Ewer wrote an amazing post on “ How to Create User-Friendly WordPress Instruction Manuals for Clients ”. In case of a subdomain approach, it would mean having a separate WordPress site for the knowledge base which is good, but at the same time it means having the user to register twice. Agree on … We suggest seeing a minimum of 3 knowledge base demonstrations. A list of good knowledge base examples is helpful. Linking pages in SharePoint is actually pretty cool. The ultimate goal is to keep your communication crystal clear throughout your knowledge base. one that doesn’t require users to be logged in) can boost your search traffic if done correctly. 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. As with anything else in business, the success of your knowledge base (or lack of success) should be constantly measured to see where to improve. But that can only happen if you have a Knowledge-Base on your site. Creating a good knowledge base. Use correct spelling and grammar. Explore this eBook to learn how companies of all types, large and small, have flourished after making the switch from Salesforce to Zendesk. Want to have a “top articles” section based on which ones are read most? There simply aren’t enough hours in the day to write an article for every single support issue that you encounter. The benefit of these knowledge repositories isn’t just on the customer side, though. A knowledge base ensures that even the neediest of people can find answers quickly, no matter what kind of method they use. Creating a fully functioning knowledge base, that helps to engage your customers and answer their questions, is a difficult process. Lesson 1: Use common questions for content ideas. What’s not to love? We’ve prepared a list of helpful tips and things we learned when creating our own knowledge base to make it easier for you. While we’re all about empowering customers to help themselves, you don’t want to shy away from them either. As you receive calls or emails from residents, keep track of questions asked, the complexity of the answer, and question frequency. No matter how many articles you have, categorize them into sections for the best user experience—nobody likes seeing a huge wall of article headings. Here are some of the key steps to launching an effective knowledge base. It’s there to assist them, while allowing your customers the luxury of getting answers to their questions with no hassle. Just like Google’s search bar, you’ll usually see this before the full list of knowledge base articles. Make your knowledge base easy to find both on your own website and through popular search engines. Note: Is your business growing? Then, move on to the fun part. Also, you don´t have to create hierarchical nodes if you don´t think that’s fitting. Follow these tips to improve your knowledge management. Start your free 15-day trial today! Before choosing a platform for Knowledge-base and FAQ, you want to consider a few essential points. Failing to keep your knowledge base consistent with your brand voice, colors, and design provides a disjointed experience for customers seeking to learn more about your products or services. For example, some people hate video tutorials. 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 However, if it is necessary to create articles for your knowledge base, keep in mind that you must be thorough. Groove’s easy-to-use Knowledge Base is included for free with every Groove account. But that required provisioning of an Enterprise Wiki site collection. Any business set for growth can’t rule out the use of knowledge base software. For instance, Khan Academy prominently places its community as a category inside its help center. Good knowledge bases follow somewhat of a formula. You could create a condensed, detailed knowledge base for your external audience, while simultaneously building an internal knowledge base with technical and onboarding details for your customer support team members. The quality of the service is vital. Sometimes, the best solution allows your customers to help themselves by giving them access to immediate knowledge without requiring personal assistance. A knowledge base can be very easy to launch but a challenge to implement effectively. Create knowledge base as a well-organised helpful tool, available 24/7, from anywhere. Gather your customer support team and start simple. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. You’ll save time and money on high-volume, simple questions, and make your customers and team members happier and more productive. Figure out the basics, then get writing. Some people will treat your knowledge base as a homepage, simply looking around to learn more about the product or service. Most knowledge base tools include a search tool; if yours doesn't, add one with a tool like Swifttype. In fact, high performing customer experience teams are 76% more likely to offer self-service for just this reason, according to Zendesk’s Customer Experience Trends Report, 2020. The first step to a well-designed knowledge base is simplicity. Some people also enjoy working with relationship nodes, because they are more complex than regular nodes and allow you to show the connection between two concepts or cases. A self-service portal makes requests coming from your knowledge base easy to track and allows customers to check the status of their requests. Do it. When building and designing an external or internal knowledge base, it’s important to keep discoverability and simplicity top of mind. Being with these two topics, no time-consuming customer or behaviour research needed. 1. 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. (No credit card required). 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. Then, move on to the fun part. First, focus on scaling the structure of your help content. Like any other documentation, your knowledge base should: Understand your goals and the tone you want to set with your knowledge base. In some instances, the information you need is already created and you only have to pull the necessary information together. What parts are customers engaging with most? Go for it. Swifttype includes a number of advantages that make it a great tool to include. It has to be good. Try it today by starting a free 15-day trial today! Here are three core elements of a knowledge base: If a customer has a basic question about your product or service, the first place they generally look is the FAQ section. Sign up for a 15-day trial today! The article contains a lot of detailed tips & examples for WordPress manuals. Considers SEO (if your knowledge base is public): A public knowledge base (i.e. Here is a four step guide to help you kickstart the creation of your knowledge base. Her background spans running customer support and experience at startups to running script changes on live TV shows. Add new products, updates or other changes to your knowledge base articles, and delete old, irrelevant posts about features that don’t exist anymore. 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. Your guide to customer-centric digital transformation. With the right WordPress theme, you can integrate such features to your knowledge base quite easily. Preparing a knowledge base may seem like a daunting task that involves a lot of planning and hard work. However, a poorly designed knowledge base can cause more problems than it solves, by tying your team up in pages that are difficult to read, or a navigation system that’s time-consuming to use. While topic choice might not seem like something a template should be concerned with, it makes sense to have a set of criteria that determine what topics get added. How do you judge the importance of a topic? I was paralyzed by the overwhelming amount of potential knowledge base … 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? For example, make it easy for them to contact you, use pictures of your support team and leave their brief bios. When looking at your knowledge base performance, focus on impact. Learn how to create a knowledge base from the ground up that your customers will love. Examples of what to track include: Examine how your customers are using your company’s knowledge base. A good knowledge base will also give a boost to your customer support agents by: Keep in mind, knowledge base software isn’t there to replace the humans on your support team. (You can unsubscribe at any time. Like most software, your success depends heavily on how well you integrate the system into your workflows. 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. What are they searching for? Before you can begin developing you knowledge base, you need to determine what it will be about. If there are various people writing content, it’ll be consistent throughout the knowledge base. Find out how to provide exceptional customer service using our 15-point checklist. To Create a new Wiki Library, click on Site Contents > Add an App > Wiki Library. Determine the Focus of Your Knowledge Base. Also, keep track of pertinent information that you can convert into Q&A’s. Input for topics will come from your customers. Cool. Or file a service ticket. Here's what the top part of that page looks like: Don't be intimidated by all of the fields and checkboxes that you see when you first create a new article. We’ve talked about the importance of structure and language in previous articles, but there are a couple of things to keep in mind when it comes to knowledge bases specifically. You should either go for action words like: Or use exact phrases of the actions they’ll take, such as: Build a solid foundation for content by first creating overall topics, then plotting out individual articles within each section, and finally coming up with clear titles for each. 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