You need to express many technical details in easy-to-read content, to make it available for users with basic knowledge in your area of expertise. If your customer uses your instructions to get things started, this information will be useful. That means you should deliver valuable content, in small chunks, using accessible terminology. Ready to create your first knowledge base article? Your knowledge base software should be a network of excellent articles that complete each other. Here, simplicity is key – say things as if you were talking to someone. Are you ready to get started with your knowledge base? A knowledge base is a long-term project, the Sagrada Família of the software world. What topics are you going to cover in your articles? Placing the image first can create confusion, if the reader doesn’t understand what’s illustrated in it. The list of article templates to select in the next step is filtered Here’s a 7-step guide with knowledge base examples to help you kickstart your own project: What is your knowledge base about? Simple as that! Our KB was full of technical guides, FAQs, process manuals, and outage alerts. To make the article easy to follow, break the content into short paragraphs, organised into sections and subsections. 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. They’ll stop reading and call for support to get quick answers. Try this: Create a style guide for your knowledge base. There are a few ways to add a wiki knowledge base to your WordPress site. Make your knowledge base easily searchable on the internet. Avoid jargon. Use Google Analytics to discover what people are searching for in your site and write articles about the missing terms. Even if you're a jack-of-all-trades, it’s unlikely you’ll know how to address every customer query. And to host your videos, you can use platforms like YouTube, Vimeo, or Loom. You don’t have to create intrigue. A thought-out title is essential because it’s how customers will actually find the answers to their problems.The fact of the matter is this:If your customers don’t know the knowledge base article can solve their problem, it doesn’t matter one lick how good the rest of the article is!So make your title count. This way, you get to know the people you’re really speaking to. Also, different actions in the customer journey might require separate articles (e.g. Consider accessibility. Search for the hot topics in the industry and see which results perform the best. Every (registered) user can create or edit it with the wiki knowledge base displaying the change almost instantly after an edit. It is one of the most popular helpdesk software. And, your ideas for quality content become easier. Granted, your knowledge base is there to provide answers without straining your team. Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) Do they need to learn more about your product? Our Shopify integration is available now! Install and activate the plugin on the Plugins page of your WordPress admin dashboard. If you post it in the middle of a text, you risk distracting your readers and losing their attention. When people can choose between video and text to learn about a product, most of them go for the video. In the Data Quality Client home screen, click New knowledge base. via connected AI-based chatbots) to understand queries and produce answers without human intervention. Next, the theme wizard prompts you with a few actions you can take next. With Spiceworks’ Knowledge Base, you can curate content by bookmarking articles from the rest of the Spiceworks Community and search your team’s bookmarks. This number is higher (89 percent) among millennials, the largest generation right now. Communication becomes faster, more comfortable, and efficient. Configure knowledge bases into product or service categories and manage user access based on permissions. Determine the purpose of your knowledge base and list some high level goals you want it to achieve. This is a process you can repeat to constantly enrich your knowledge base. the ultimate guide on how to write a knowledge base article, optimizing your knowledge base SEO efforts, table of contents on the left side of the screen. Don’t make assumptions. Here are some examples from MailChimp: “Set Up MailChimp Subscribe for iPad“, “Create a landing page“, or “Use Button Content Blocks“. So, when you start building a knowledge base, keep these characteristics in mind – it’s the only way to ensure your customers will get the most out of the useful information you provide. Is it meant to provide information on your product and services for new customers? People who access your knowledge base have already bought your product. Apply them and repeat. Writing knowledge base articles can be an overwhelming project for anyone new to self-service. One or two paragraphs are enough to enter into any topic. This way, your articles will be easy to find with the Search function. WebberZone 100+ active installations Tested with 5.5.3 Updated 5 months ago Knowledge Base CPT (2 total ratings) Enables a 'knowledge base post' type and 'section' taxonomy. Whatever the purpose, be sure to define your knowledge base to customers, too, so they’ll know what to expect right off the bat. It will help you put your ideas in order. An incredible self-service knowledge base article is updated on a regular basis. But that’s not the case when you write a knowledge base article. People are more likely to remember technical details with coloured images, which increase a reader’s attention by 82 percent. This depends on your own categorization of information. The categories shouldn’t just make sense for you, they should make sense for the customer. Here, you can give short answers to possible questions that a user may have after reading the text. So, around the milestones when you check data, be sure to check about any unannounced changes that happened. After all, customers know that reaching out to a live agent means spending a big chunk of time waiting for a response or explaining their issue. That’s the main reason you need to create a knowledge base: because a good part of positive customer experience depends on it. 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. First, note down the main thoughts, then develop each one with the necessary details. This way, people who aren’t in the right place can easily find what they’re looking for. Step 3: Create a page template. Find the automatically created Knowledge Base section at yourwebsite/knowledge-base and go to its configuration tab. It comes with all the features you will need to create the perfect Knowledge Base for your product. Writing an incredible knowledge base article takes effort. For example, the engineering department might be able to run tests to see where customers face obstacles when using the product. To make your knowledge base article creation easier, you could use a knowledge base software like Document360. Fail to give them that, and you’ll lose them instead of selling more. You don’t use your company’s knowledge base to sell, so focus on usability, not drawing attention or hooking new clients. Focus on the most basic issues, the ones that can usually be resolved on the first call – these are the ones suitable for self-service. And before writing the article, go through the process yourself. It’s always tricky to craft the perfect introduction, especially when you have to draw attention and to convince the reader to keep reading. Want to see how to use a knowledge base with live chat and chatbots in Acquire? The information maybe regarding the specific product or the services the company provides. From top to bottom, a knowledge base should be educational, motivational, and organized. Document360 helps to build amazing online knowledge base (public or Ninety-one percent of them are already sold on self-service via a knowledge base as long as it meets their needs. When you coordinate an entire team of technical writers, make sure they all respect the same guidelines. You can easily add and organize articles in your admin panel under the Knowledge Base tab. Activate theme after upload. For information about doing so, see Run the Data Quality Client Application. The usability of your knowledge base depends on how you organize information and how clear your articles are. And, if your knowledge base doesn’t cover them, they can immediately reach out to a live agent from the same widget. This way, you’ll give accurate answers to your users, without getting lost in too many details. Never add sales copy. A video is a good fit for tutorials, tips, descriptions of your product’s latest features, and summaries of white papers, and other similar complex documentation. For SEO, use tools like Moz, SEMRush, or Ahrefs to find search terms that match the topic of your articles (e.g. So, when you start building a knowledge base, keep these characteristics in mind – it’s the only way to ensure your customers will get the most out of the useful information you provide. Building out that set of content is no small task, so is it worth spending the effort? Place the image after the text that contains the instruction. This is also where design comes into play. This step will make or break your knowledge base. On the Create new article page, select a knowledge base. You can also use video to start your topic and continue with written instructions that are easier to follow. Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. This type of content can help to create a knowledge base article more engaging and more appealing to your customers. Have you ever had trouble creating top-notch knowledge base articles? Long ago, I spent some time at a global bank helping to manage the technology support desk’s knowledge base (KB) in a software system called ServiceNow. Wiki's seem old school now. When you prioritize, you decide what articles to write first, based on the problems your customers deal with on a regular basis. They end their articles with a question like “Was this information helpful?“. Is it a support resource for existing customers? This helps reduce customer support tickets, pinpoint problematic areas in documentation and improve your User Happiness Index. Enter a name and description for the new knowledge base. If you want to add a wiki knowledge base to your existing WordPress site, then the easiest way to do it is by using a WordPress wiki knowledge base plugin. The decision really comes down to your preference. If anything remains in terms of design, be sure to bring it up before the landing pages are finalized. An effective knowledge base can vastly improve your customer service. Most articles in your knowledge base should provide an in-depth answer to “How?”, as they guide your customers through various processes. Use a single term for every concept across all your articles, to avoid confusion. Google can be a helpful guide. Analytics can help: your CRM or support platform can give you insight into which articles are the most helpful. Knowledge base software serves as a centralized hub where you can store, share, and maintain company information. Providing additional information helps your readers find all the details they need without effort. Now they’re looking for help and extra information. That’s why you need to plan your content ahead. new pricing plans or new product launch), you need to act as fast as possible to bring your knowledge base up-to-date. Provide product support for basic and frequent issues, Offer information on pricing plans and discounts. Are they looking for an easy and quick solution to a problem? Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. Now that the plugin is installed and activated, we can go ahead to create a knowledge base for our website. These pages are static, but knowledge bases don’t always have to be. Place the video at the beginning of the article or at the top of a new section. 7 Essential Features to Look for in a Knowledge... How to Create a Good Internal Knowledge Base. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. For this purpose, we are going to use the BetterDocs Plugin. Using videos can help you in optimizing your knowledge base SEO efforts. Determine the higher level categories first and then break them down into subcategories. 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