Are you tired of answering monotonous queries from your customers? Does it exhaust all your time that you should be investing in enhancing your products and services? Don’t worry!
You just need an appropriate knowledge base to implement in your organization. Creating a knowledge base for your organization is an essential factor that allows employees to collaborate and distribute company knowledge and information.
So, let’s get started to understand the brief details on the process to create your knowledge base for your organization.
Table of Content
What is a Knowledge Base?
The knowledge base is a published set of documents for self-serve customer service. The knowledge base articles generally include the standard operating procedures, guidelines about any product, service, topic, or department, “help” & “support” pages, and FAQs. You might call it an online library for customer loyalty and staff learning.
Knowledge bases are the source of accurate and official information about anything. Thus, these are created by someone who is an absolute expert on the topic. In a large organization where it is impossible to maintain the consistency of how things work, the knowledge base solution works. It will also let you know how a specific product works.
The knowledge base can have different structures, depending on whom it is made for. For example,knowledge base articles made for customers will not include the employee recruitment process guidelines. And sometimes in addition to the static pages, a knowledge base may also have chatbots for answering the customer support questions.
To put it in a simple way, self-service knowledge bases help in creating the user manual, articles, and use case for businesses.
Build an advanced knowledge base for your customers and give them answers fast – real fast.
Take your app and help center to the next level with CloudTutorial.
Why is the Knowledge Base Necessary?
Knowledge base is an essential metric or terminology that helps the organization to get rid of answering the same question again and again. It was the first reason, but there are many other reasons that make a huge impact of having a good knowledge base in your organization.
The organization that possesses a robust knowledge base obviously leads to enhancing the business success.
When the customers ask for information such as ‘how to get a refund’, it might vary if it is done manually. And this can create a misunderstanding between you and your customers while creating knowledge base articles.
Whereas, if customers are provided with the knowledge base software, the answer is never going to vary and you can also attach an application form to make it easy for both ends.
Customer service plays a vital role in any organization no matter of size and shape. If the organization works manually to answer every question as raised by the customers, then definitely it’s going to be time-consuming. If there is the same question over and over, write up an FAQ page for it.
A knowledge base keeps customers waiting even for answers to common questions and your employees stuck in monotonous tasks. Therefore, if you have a knowledge base, your customers can look up FAQs regarding any knowledge based service and save the time of both organization and customers itself.
By utilizing a knowledge base, you can cut on your customer support budgets. The knowledge base can save you numerous calls and responding communications.
The knowledge base allows your customers to find every information that they possibly need in one place. They do not have to get any support tickets, wait for the response from support staff, they don’t even have to mind your hours of operation.
All they have to do is check your knowledge base and find answers quickly. The organization easily tends to provide customer success to a great extent.
Moreover, most of the customers prefer self-service. People tend to make a call only when they can not find the info they are looking for.
People like to have their information in different styles. Some want to read about it, some want to hear about it and some want to learn by watching videos. Knowledge base articles makes it easy to satisfy all of your customers by providing info on the way they like it.
Therefore, if you want to keep your business organized, you should create a robust knowledge base. As simple as that.
Alright! Who wouldn’t be convinced already right?
Characteristics of an Effective Knowledge Base
The knowledge base should cover all the possible customer issues. If the customer is not able to find the info on the topic that they want, it leads to a poor customer experience. This way a simple question can end up as a complaint.
Given that you want customers to use the knowledge base, it should be handy. During this stage, content visibility must be readily available. The team should be able to access it anywhere and anytime without any complications.
For example, one of the most frequently asked questions is, “What if I forgot my login password?”. Now, they need not log in to get the answer.
Since the Knowledge base should be extensive, it can be a heap of information architecture. Thus, a good knowledge base should be searchable. Provide your customers with a search bar. This way, they can easily look up answers to their questions without mining tons of pages. After all, all of your customers are not detectives.
Most of the time, customers refer to a knowledge base because they are having difficulties understanding a topic in the first place. An efficient knowledge base chops down big chunks of info in easy-to-grasp and intelligible pieces. The knowledge base should make sure once the customer has found the answer, they need not look for any additional support anywhere else.
This one might sound tacit, but it is worth mentioning. An effective knowledge base should be factual, true, and to the point. The users should not feel doubtful about the information that it provides. Confirm and prof checks the info every letter before publishing it.
7 Basic Steps in Building a Knowledge Base
Creating a knowledge base might overwhelm you. But in actual it is not that big of a task if simplified by disintegrating into basic steps.
Therefore, we have come up with 7 best practices by which the customer can create a knowledge base easily.
Define the Purpose
What is the primary motto of creating your personal knowledge base? Does it provide any essential information related to your product features or service support?
Such types of questions typically define the primary motive of your knowledge base and provide a list of high-level objectives that organization needs.
- Service or product support experience
- Product features and use-cases
- Essential info like plans and pricing
- Impressive software tool for team collaboration
- Company info
- User guides, knowledge base articles, manuals,etc.
Finally, your knowledge base works just according to your commands or as per the customer’s demand. Whatever the main goal is, you just need to make sure that the knowledge base is just for customers only as they are going to utilize such information.
Accuracy is the most dominating property of functional knowledge bases. If not, the knowledge base presentation and design have no values. The knowledge base with utmost accuracy enhances the customer experience to a great extent.
- Never try to put details on your own. You should always consult with the expert professionals to verify the info status.
- Knowing the common customer questions and their answers related to the knowledge base are better done by the company experts. Moreover, you might want to create different routes to solutions for the same customer base issues. This way, you can give a better customer experience.
- Scheduling call meetings with the customer support team, developers and designers to know about the details about the service product.
- Performing numerous testing and updates of the product before launching or finalizing it.
Sometimes, data or knowledge itself is the best expert. To enhance customer support, you can go through the help desk data. Analyze the support tickets, prioritize your focus based on the ticket volume or assignment of the problems faced by customers or support agents.
Data analytics from the help center can provide you with the most accurate queries and info about user feedback.
Since the first place users run for a knowledge base solution are search engines, scour the internet for analytics about questions and queries regarding your product, and similar products from your competitors. You need to improve the search functions of your website so that users can find the specific information.
This will help you create an extensive knowledge base platform by including the knowledge management approach to a great extent. Try to cover as many points to get started as you can under the umbrella.
And most importantly, do not forget it is a support agent’s effort. The more expertise you will bring-in, the better the knowledge base article support would get for your company.
Design the Structure
Without a proper structure design, the customers would not be able to find the information that they are looking for even if the team has included it. The structure design of the knowledge base platform adds to the searchability as well as accessibility.
By designing the knowledge base structure, we mean nothing but the flow and segments of the knowledge base articles. The foremost basic thing you need to start is by deciding the following aspects of knowledge.
- The customers can find all the information on a topic at the same place. Although there is no one right way to go, the best practices are all about minimizing the customer’s support and effort.
- We recommend you the Outside-in approach for a knowledge base. Start from the shores and gradually step in. This is one of the best methods to build a knowledge base as crisp as it gets.
- Hence, the first thing to figure out is the number of sections. Knowledge bases come in all sizes. Starting right from a single page to several volumes. A knowledge base software may contain a homepage, several inner pages depending on the scale and scope, and additional information pages.
- Therefore, you should decide the number of sections that would need to cover all the information about the product or service on your company website.
- After deciding the boundaries, let’s move into the inner circles. The next thing to structure is the clusters of the articles. Again, there are a lot of ways team can design the clusters. You can design them product-wise, element-wise, or based on any other criteria.
The only thing you need to keep in mind is to be consistent. Whatever the criteria you select for clustering the knowledge base articles, make sure it is applicable throughout.
The order of the knowledge base article is also vital for a great user experience. If you have clustered the articles product-wise, decide which product needs to be the first, and which one after that. And if you have grouped them element-wise, then decide the order of elements.
The structure of any knowledge base software decides how easily the users get to the relevant information. And if the users can’t find what they want in a few clicks, your knowledge base will do nothing other than just exist.
Create the Content
When they say content is king, we could not agree more. Especially for the knowledge base software.
Content is the soul of the user experience. Factual and informative content can single-handedly improve the customer service rating of your company.
Hence, if you want to build a knowledge base that customers love, do check the following rules.
The context of the customer is the key when you are writing knowledge base content for a self-service help center. You can get a customer support ticket.
These tickets are written by the users and you can study them for the general language, and the most commonly used words.
By incorporating those words and language, you can create content that they can understand.
Knowledge base content should have self-explanatory titles. The users should get an idea about the content by looking at the title itself.
If not done so, the users have to consume all the content and spend much of the time just to look for the right knowledge or information. And most of the time they would not use the knowledge base software at all.
Content Formats: Most of the knowledge base content is text. Users can read the document anywhere anytime. The text does not take too much data and loading time.
Having said that, sometimes it is hard to explain a process only relying on words. And modern technology of the knowledge base tools allows us to add multiple formats of the knowledge base content. Videos, screenshots, flowcharts, and diagrams can make the information easy to understand.
Other than that, it makes the knowledge content much more interactive and adds to the user experience. Thus, instead of telling, you can show them how it’s done.
Proof Check: Making grammatical errors and typos is just part of being a human. Therefore, thoroughly proofread every line of the knowledge base content at least twice.
And not just the written content, but the images, links, and videos too. You should not publish the content without checking.
Setup the Tech End
The content is the soul indeed, but it is the technology that puts life in the knowledge base tool. Modern-day technology has revolutionized the way knowledge base software used to work.
Over time, some of the features of the KM approach have turned from accessories to necessaries. And to incorporate them, the technical support team is going to be your best friend.
Search Bar: The first thing that customers look for in any knowledge base templates is the search function. Without a search box feature, it can be a tedious task to pinpoint specific information out of heaps of similar content.
The search bar makes finding the relevant customer information a stroll in the garden. All your customer has to do one click and all the relevant content shows up in the site search results. Therefore do not miss out on this feature
ChatBots: ChatBots are straight out of sci-fi movies. Chatbots use Artificial Intelligence to simulate human conversation through chat messages and voice. These can provide your customers with a live chat help desk.
Data Analytics, Share, & Export: You do not need your customers to log in every time they want to look at the same information. Customers should be able to share and export the information easily.
And data analysis is a primary function wherever the data is involved. Thus, not including these features would disappoint your customers.
SEO Optimized: SEO optimization is the feature that makes your knowledge base content search engine friendly. What is the purpose if it can not reach the wider customer base? SEO optimization helps the knowledge base examples get a smaller rank in the search results of various search engines like Google, Bing, and Yahoo.
These elements are the industry standard features that consumers expect. Other than these, features like the ability to integrate particular systems and connect platforms are always welcomed.
Moreover, the technical designer and developers should put all their resources to ensure security and compliance with accessibility.
If you have got it all done, it’s time to test every search feature and functionality of the knowledge base templates. The search functions and chatbots on the company website should work perfectly and all the various post formats should be functioning smoothly without any error.
Feedback is vital for making anything perfect. Therefore, once you have created the knowledge base and tested it thoroughly, let others try it as well. Try to accumulate as much feedback as you can, because it only polishes the help desk software.
Customers need different functionalities and features, depending on the system they use to access the information. And it is quite normal to miss out on such tiny details. Feedback sheds light on such bugs and helps you get nothing but better. Also, gathering feedback is one of the primary agendas of a knowledge base tool.
You can accumulate feedback directly from the customers by allowing them to rate the helpfulness of the knowledge base articles. A simple scale of rating from 1 to 5 can give you insight into the usability of the knowledge base articles.
The other means to collect feedback is from your customer relationship management analytics. Customer support staff can generate great in-depth feedback data by asking directly to the customers. That’s how you can address every customer query.
If that’s not enough, understand and study in-depth the user behavior that Google analytics can provide you. You can analyze user behavior on each page for further enhancing.
Alright! You have the feedback and all the data. Now what?
First and foremost, whatever the feedback may be, an appreciation or complaint, always respond to as many as you can. Especially the ones which customers have given you first hand.
Most businesses fail to respond to customer feedback and it adds to brand degradation.
After responding and understanding the customer’s requirements, you need to update the articles accordingly.
Which brings us to the next step.
Update & Improve
This step is a never-ending one. Updates and improvements are constant processes. You can never attain perfection. All you can do is get it better than before.
There are three basic types of updates.
Updates Suggested by Feedback: The feedback that we gathered is put in use here. The knowledge base articles should be updated for new questions and features.
Updates For Adding/Removing Sections: You need to update when your business or company introduces or abandons any products and services. Ensure, if it needs to add the new sections, update it before the launch of the new products or services.
And if a section needs to be removed, do it after a while of the actual abundance. This way a customer is well prepared for the exciting new launch and also prepared to wind up the use of the products that are declared out of service.
Regular Updates: Other than the above two updates, the most important are the regular updates. These updates are planned on a regular time interval, whether feedback suggests any or not. Timely reviews and improvements are the ones that enhance your knowledge management tool and keep you in the competition.
Build an advanced knowledge base for your customers and give them answers fast – real fast.
Take your app and help center to the next level with CloudTutorial.
Every knowledge base software should include the following elements for better customer support:
- Detailed description
- FAQ section
- Search function
- Customer query
- Live chat option
Hope you got a clear understanding of the process of developing a knowledge base that will bring a smile on your customer’s face.
If you choose to use CloudTutorial, you can provide unmatched customer service, take business decisions based on accurate data, and spend the least time answering the questions. With CloudTutorial, you can easily enhance your FAQ section with just a few clicks to enhance the customer support.
If you have any further queries, feel free to contact us. We would be more than happy to solve it.
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