Building a Knowledge Base to Improve Customer Service
What is a Knowledge Base?
A “knowledge base” is a collection of information that helps users understand and utilize a product or service. It typically comprises articles in various formats, such as text, video, and images, accessible via the internet. A knowledge base serves as a reliable source of information about a product or service for various stakeholders, including customers, employees, and partners.
Building a robust knowledge base has multiple advantages. Customer service representatives can refer to it for quick responses to customer inquiries, and customers can easily search for answers to their questions. Regardless of the industry, a knowledge base is an essential tool for any business.
Steps and Tips for Creating Effective Knowledge Base Documents
Creating a perfect knowledge base document requires continuous improvement through trial and error. Here are a series of steps and tips for writing articles:
- Decide Where to Start
Identify key topics and create answers for frequently asked questions (FAQs).
- Document the Onboarding Process
Help users get started with the product easily by documenting the onboarding process.
- Understand User Complaints
Before writing, understand user complaints and provide clear explanations for the majority of general users, not just advanced ones.
- Record Specific Observations
Personally try out the step-by-step procedures and note any peculiarities such as delays, confusion, or mistakes at each stage.
- Use Various Formats
Consider different types of learners by incorporating text, images, and videos into your documents.
- Remove Subjectivity
Remove the author’s subjectivity, state important points clearly, and write in a way that users can easily understand.
- Use Customer Language
Write as if the actual user is speaking: avoid jargon, and use terms familiar to the customers.
- Direct Tone
Make the content easy to grasp at a glance.
- Focus on Helping, Not Selling
The goal is to assist, not persuade. Start with simple words and show the results users can achieve. Even if the process is complex, users will follow through to the end.
- Highlight Titles and Subtitles
Clearly mark titles and subtitles and emphasize key points.
- State Preconditions
Always inform users of any prerequisites to avoid attempts at technically impossible tasks. For instance, if a feature is only available in a premium plan, state it clearly to prevent future dissatisfaction.
- Record Everything
Avoid skipping any steps, regardless of how obvious or minor they may seem.
- Collect Feedback and Improve
After writing an article, always gather feedback and make necessary improvements.
By following these steps and tips, you can effectively build a knowledge base that helps users better understand and utilize your product or service.
Knowledge base documents cannot be perfect from the start. They will be gradually refined by incorporating feedback from internal staff and customers. Additionally, knowledge bases will vary across companies. Take your time to create a comprehensive knowledge base that provides an exceptional customer experience.
Do you want to know more about the knowledge base? Visit the Freshdesk