knowledge base is a centralized repository of articles and information related to your product or system. It contains several short articles that provide you explicit details on how to use the product or system. These articles also provide information on how to resolve specific issues that one might experience while using the product or system. Hence, knowledge bases are online resources that assist users (both internal and external) find information or solution related to the product or system in context.
Knowledge base stores information in the form of small articles. You can organize your content in such a manner that users can find it without too much trouble. This saves the user’s time in searching for relevant information and get prompt answers to certain queries. In most cases, firms use the knowledge base as a source of information related to the use of their product, service, or system. It can also host troubleshooting guides and Frequently Asked Questions depending on the type of information the intended audience seeks from the business.
The current business environment relies extensively on relevant and accurate information. Your credibility scores improve when the required information for the users is available on their fingertips. Just one click away!!
Why do we need one
The primary objective of the knowledge base is to provide information to the users in context to the product, service, or system. A rich information base adds value to your business in more ways than one. Let’s see how.
- Reduce the number of tickets raised by customers – Customers can refer to the specific articles in the knowledge base whenever they face any issues. So, now they can resolve issues on their own without the need for customer support representatives.
- Create a consistent resource or guide for easy reference – Knowledge base provides a consistent resource or guide for easy reference to your users. Users refer to the same guide for information on how to use the system or any other details. This leaves little space for ambiguity.
- Prompt resolution of issues – Customers and other users do not have to wait in queues for other agents to respond to their queries. The articles serve as an effective means of resolving user queries. You can respond to
- Reduced training costs – Knowledge base articles provide in-depth information on product applications and service guides. The articles provide a step-by-step guide on how to do certain things and the correct procedures to follow. This reduces the need for user training.
- Easy to build information resources – Knowledge base is an easy to build information repository. You can add several relevant and short articles each addressing specific product features or issues in context.
- Give a professional touch to your customer support – A well-organized knowledge base lends a professional touch to your customer support.
Deploying the ultimate knowledge base
Creating and maintaining your knowledge base requires an in-depth product or system knowledge. Before you begin deploying your knowledge base, it is important to consider a few guidelines listed below.
Identify information needs
- Screen your customer requirements to identify the key areas where support services are required. These areas indicate a gap in adequate knowledge or information related to product use or system know-how. Make sure your content structure is designed to fill these information gaps.
Define the scope of your knowledge base
- The purpose of the knowledge base is important as it will determine the tone of the articles. Is the knowledge base simply for providing information or details related to the service, product, or topic? Or, will the articles address the key support issues raised by customers? If so, the articles will provide solutions to frequently asked questions. In most cases, firms organize their knowledge base into distinct categories of information. For instance, the System Guide category will provide all information related to the system use and know-how. Similarly, the User Guide category will have product guides and user manuals.
Organize your content
- Haphazard distribution of articles may leave the user confused and unable to find the relevant article when needed. You can save a lot of your user’s time by creating content hierarchies. This strategy clubs together articles on similar topics under the same heading. Users are happy since they can easily find the articles they need without wasting much time.
Tag your articles
- Tags make it easy for search tools to trace the relevant articles. So, make sure you insert relevant tags to your article so that users can find them easily.
Add screenshots and illustrations
- Actual screenshots and visual illustrations are a great way of guiding your users through multiple steps. So, make sure you add a lot of screenshots or videos in your content to illustrate the workflow.
Avoid lengthy articles
- Users do not have the patience to go through lengthy bits of information clubbed in one place. Make sure your articles are short, to the point and precise in the scope and meaning. Hence, articles that focus on a small topic is always a good practice.
Insert related articles or topics links in your articles
- Provide links to related articles or topics. These links make it easier for users seeking additional information. It also ensures easy navigation across the knowledge base.
Use simple language
- Simple and easy to understand sentences is always desirable. Users find it easier to follow the steps provided in the articles.
ngDesk knowledge base tool is easy to use
Our knowledge base tool is designed to create custom knowledge resources for your business. You can create multiple categories of content and add distinct sections of information. Your users find it easier to search for relevant articles and information using keywords. This makes it easier for you to define content hierarchies and manage your information base effectively. Sign up for ngdesk today!!