A well-conceived knowledge base can act as a useful virtual self-service portal for your customers.
You’ll find many takers if you have a comprehensive and strategic knowledge base integrated into your website or chatbot. In this blog, we will understand what it takes to create an impactful knowledge base–complete with tips, strategies, and hacks–that are equal parts educative, convenient, and useful for the customers.
Let’s start by understanding the steps you need to do to create an insightful and actionable knowledge base content:
Will your knowledge base be instruction-driven, or is it there to address the basic FAQ-type questions that your customers are facing on a daily basis? Do you need to include product-driven demos and how-to videos, or will PDF-type documentation suffice?
You can answer all these questions and more once you have the end goal/strategy/purpose of the knowledge base nailed down. So collaboratively think about why you need a knowledge base in the first place before you start working on the content.
As a rule of thumb, get your marketing, and sales teams involved when brainstorming about the kind of content to include within your knowledge base-from the range of topics to the content format.
Once you have the list of topics in place, you can think about the kind of structure and layout your knowledge base should showcase. There are thousands of layouts you can play with. However, the trick lies in building an intuitive, organized, and logical structure. Try to group similar information together so that your customers can easily find what they’re looking for in one place.
You don’t always need to start from scratch when building a knowledge base. Chances are that you already have content to choose from. This includes FAQs on your website, internal documentation such as policies, etc., customer guides, live chat interactions, social media posts, product images, etc. that you can draw inspiration from and use for your knowledge base content. Just make sure to reword the content, keeping it as up to date and relevant as possible.
Once you have a clear blueprint of the content forms, structure, layout, and type, all you need to do is work on creating new content. This ensures that your knowledge base is always current and addresses the user’s needs in real-time. Make your knowledge base content SEO-optimized by using the right keywords. You can also use terms and phrases that your customers use often in relation to your brand to ensure that the content feels familiar and relevant to the reader.
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