Make the reading or scanning experience as content-focused  — even if that means hiding navigation menus until your users need them. It’s understanding your customer’s pain and analyzing their capability of using your product. Collaborate with other Forcepoint customers and partners in online community groups. Details on further use of the app … As customer support manager or documentation writer, no one else is more key to maintaining your knowledge strategy. Tag your articles correctly to enable your users to use the search function. Here are some fantastic style guides to provide you with inspiration: To better understand who you are writing for, liaise with your marketing team. The search bar should catch your customer’s attention as soon as they hit your knowledge base. Shorter sentences and paragraphs are more straightforward for people to read. Ultimately, your team’s goal should be to create a knowledge base (KB) so good that your customers never need to contact your support team. Here’s how to make content that your customers will love to use. We call this process “just in time” documentation, it’s a form of agile documentation.” Like your marketing team, your support team should have a style guide for writing knowledge base articles. This means having a broad overview of the structure and organization of your knowledge base. © Kayako 2018 - A Help Desk Software Platform, Analysis of the Top 100 eCommerce Help Centers, What vCommerce Brands Get Right About Customer Experience, How to Build Customer Trust One Interaction at a Time. Always keep your content up-to-date with the latest version of your product. IA is for everyone. Figure Out the Obstacles Your Users Will Encounter. Question: When is a self-service writer a diplomat? These keywords are used for searching the knowledge base for articles. Search. Identify and place appropriate keywords throughout the body of your KB articles. Dell Printers. Keep sight of the motivation for customers to visit your knowledge base. Some of them will come to your knowledge base having no experience of your product and features—and you need to write to reflect that. If your customers trust your knowledge base, they’ll be more likely to come back. Consider the following points: Having a plan in place is essential because it sets you up for future success. Use them! A comprehensive knowledge base is a key to increased customer satisfaction and improved productivity of users. The knowledge base may include FAQs, manuals, troubleshooting guides, runbooks, and other information your team may want or need to know. Then, include the logical steps your customers need for those who want the information step-by-step. Surface your most popular articles on your homepage to anticipate your customer’s needs. Your whole team needs to be working together to ensure that your customers stay at the heart of your content, instead of internal priorities. 4 Tips For Knowledge Base Content; 4 Tips For Knowledge Base Content. A knowledge base style guide goes beyond basic grammar. Your job is to find out what they want and write it for them. Use and understand metadata to represent the phrases that customers are actively searching for. Support Programs. Getting Started. A knowledge base guides your customer towards a solution through documentation. You are not your customers. Data Storage, Backup and Recovery. For instance: step-by-step guides, interactive how-tos, webinars, and so on. A knowledge base style guide goes beyond basic grammar. Crisp and clean content categories. In the Content tab, there will also be some getting started articles, and sample space types set up. Don’t make your customers search for it or skip to the end. When you write your article, make sure you have the information you need. ContentMX August 15, 2019 Knowledge Base, Using the Platform To publish content for display on your Wix website, you must first add the Microsite network to your account. Write clearly and simply so your readers easily understand the information. Finally, make it easy for your customers to request further help from your team. Create new articles for your knowledge base as you roll out new features for your product. He was previously the Content Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty. By Shah Maulik D on September 18, 2020 0. Adam loves guitars, music, books, and his wife Lacey. Order your points logically and keep to one point per paragraph. It’s best practice to include a table of contents at the beginning of long articles, and include bullet points to break up the text. A knowledge base is nothing without internal content strategy. Write clearly and simply. 70% of consumers prefer using a knowledge base, just as important to the customer experience as having a fantastic product, 85% of their relationships with businesses, easy to find via social, search engines, or natural traffic, 5 Talent Acquisition Strategies to Find Top Talent. Let them help you: Here’s a great example of Apple’s marketing team displaying their content on YouTube: The more places where you can show your KB articles, the better it will be for your customers. Navigation is your priority when designing your knowledge base. They’re likely to be in distress, frustrated and trying to solve a problem. But what are these? Self-service content needs to build trust with your customers, and should be treated in the same way as your marketing materials. A knowledge base is a self-serve customer service library that includes information about a product, service, or topic. Gartner believes that in the very near future, customers will manage 85% of their relationships with businesses without having contact with a human. Write your titles intuitively, including the keywords that your customers will be likely to use. Where do your customers experience the most pain? After you create a plan, teach your writers how to execute it. In the Featured content related list, click New. Gone are the days of traditional text-based documentation. Are there specific sentence and paragraph lengths that you want people to abide by? It encompasses a field all its own but you can take the principles and apply them to your knowledge base. When the excitement wears off from creating a new knowledge base, there comes the need for a system to manage your content. It’s an opportunity for them to take on more responsibility, and use their natural skills to create the best content. You want to help your customer as much as you can and to give your support team some slack. It’s not a wall to keep your customers away from support. What kind of formatting should writers use? How does your team feel about ordered or unordered lists or bold and italic formatting? To ensure minimal reading and effort for your customers can be a lot of work and pressure for a technical writer! If you know the article number, you can search for the article directly. Knowledge management products adopted the term "knowledge-base" to describe their repositories but the meaning had a subtle difference. Your content can scale with your support strategy because you know which sections to place new articles into. Knowledge Base. Your customers want you to solve their problems when they … The grammar of history: Enhancing content-based instruction through a functional focus on language. The design of your knowledge base is anything that contributes to great user experience. How would you like your articles to be structured? Support staff members with the most potential can be nominated as knowledge leaders. Best Practices For Building, Structuring and Organizing A Knowledge Base They usually look something like this. Come back to it with fresh eyes and edit what you’ve written. If users can't easily find answers in your … They also have a knack for making things easy to find via social, search engines, or natural traffic. As technical products and Software as a Service (SaaS) have become common, the business support strategy has evolved to encompass a long-term relationship with customers. Writer bias occurs when you assume readers share your understanding of a topic. State the solution up front. Information architecture (IA) helps you make sense of the information you’re facing. Being able to find information on their own saves them time rather than waiting for a response, and it can be especially useful if they’ve got simple or straightforward questions. In the Knowledge field, search for and select the desired article. “Get to know your users, and address their needs as directly as possible. Establish standards for authoring quality knowledge base content Regardless of who is creating the content (support agents, technical writer, or someone else), it's important that articles are clear, concise, and consistent. tutorial vs. troubleshooting content). This is especially important for complex products that customers will get to know over time. Don’t use color as the only way to navigate. You never want your customers to believe that they have to put in more effort to get an answer than you are putting in to give it to them. © 2020 SmileOnMyMac, LLC dba TextExpander. Writing is a skill that you develop with years of practice. Create separate sections of knowledge base using multi-product mode. This step-by-step example from Square’s documentation is a great example. Luckily, your marketing team is almost single-mindedly already considering this. Focus on making documentation easy to read and easy to find. In the case of previous knowledge-based systems, the knowledge was primarily for the use of an automated system, to reason about and draw conclusions about the world. But we do both. Adam Rogers – March 16, 2017 – 2 Comments. It’s anticipating problems and questions before they happen. It’s essential to keep your content standardized to ensure your customers know what to expect from your knowledge base. Select a knowledge base. What abbreviations are you willing to accept, and how should they be indicated? Knowing your audience helps you to set the tone and style of your articles to speak to customers in the way they want. Every knowledge base will be different so develop a strong format and style that becomes familiar to your customers. Your style will make or break the effectiveness of your knowledge base. Access to thousands of Knowledge Base articles which are updated daily. If your content is neglected over time, it will be nothing. Frontline staff know exactly what problems your customers are having, and can help you keep your content on point. The SAP Support Knowledge Base Search, found in the SAP ONE Support Launchpad, allows you to search a variety of repositories; including SAP Notes, SAP Knowledge Base Articles (KBAs), SAP Community content, and more. Your email address will not be published. Here are some great examples of knowledge base style guides: There are many things to include in your style guide to make sure it’s comprehensive. With Kayako you can build a knowledge base so easy to use, it becomes your customers’ go-to. For instance: No matter what format you choose, be sure to state the solution at the beginning of your content rather than making your customers search for it or skip to the end. Skip to Knowledge Base content. Have your categories colour-coded or structured according to customer need. It gives an understanding of how to arrange content to best communicate with your customers. Color is a key part of designing your knowledge. Get your Crowd Content account set up for success by following this guide. Use the Content tool to access course materials, complete required activities, and monitor your completion progress on topics contained within each course module. Identify possible problems for clients. Whether you already have a knowledge base or are just starting to build one, you need to have a plan. For any business, large or small, having an online knowledge base is a prerequisite in a technologically-forward era of today, where customers seek nothing but instant gratification. The goal is to create documentation so good that your customers don’t need to contact your support team. This documentation will introduce you to the control panel, uploading files to the Content Collection, adding course content and tool areas, organizing the course menu, setting tool availability, and more. Conor Sexton, Documentation Specialist at Leadpages. They keep things consistent without being too rigid. Code in anchor text to your docs to make your KB more navigable. It’s what differentiates your knowledge base from a simple FAQs. Locate your Service Tag or Serial Number. You can survey your customers and propose potential categories to them. Your knowledge base is the manifestation of your team’s entire understanding of your customers’ pain points. Make it a policy never to repeat information in different articles. You need to be an active curator of your documentation so it continues to serve your customers’ needs. Your knowledge base must be mobile-friendly and accessible to visually-impaired customers. The management system and knowledge base application ofte… To support customers who find help without contacting you, you need to put thought and intention into the resources they use and how you want to guide customers through your help center. Everything that goes on your website, from your blog to your knowledge base, represents your brand. Another tip for lengthier knowledge base articles: Don’t intimidate … Your titles should be short, and contain the main keywords relating to your article. Digital bookmarks and dozens of browser open tabs. The Video Hybrid. For example, creating a troubleshooting guide may be useful for addressing a specific standard product issue, and an FAQ page could help answer general questions about a particular service. Create a scaffolding for what types of articles you want to have and why. If customers are emailing questions that cannot be answered with your knowledge base, then write an article to answer that question so people don’t have to contact you in the future for it. Where does your knowledge base sit within your overarching customer experience strategy? It takes really strong, smart, and organized documentation to build and keep a strong customer base. Plan out your knowledge base with all of these ideas in mind, and you’ll be setting up both yourself and your customers for success—with indispensable content to boot. You need to focus on solving their specific problem. A top-level category page must feel different to a bottom-level content page. Client Knowledge Base Crowd Content site. Proposing a knowledge base for teaching academic content to English language learners: Disciplinary linguistic knowledge. A killer knowledge base is key to your customer support strategy. Pull in teams cross-functionally to make the most out of your content and where it’s shown—docs can be just as helpful when linked contextually outside of your KB as they are within it. Establish sensible formatting guidelines for every content writer to follow when they submit articles to your knowledge base. Technology is only one part of the equation. Give users quick access to the knowledge base by setting up knowledge management in Dynamics 365 Customer Service. Even if your support team is excellent, 70% of consumers prefer using a knowledge base rather than getting help over phone or email. Design aids navigation and comprehension. Search by Keyword, Topic, or Model. It is to make articles searchable. For example, you should try to use the same specific term for each feature in your product. A knowledge base centralizes all the different types of knowledge that exist across your organization – from files and documents to conversations and lived experience – in a single, easy-to-navigate, searchable place. Organizations face a similar challenge when it comes to choosing tools to manage information. It arranges the format and content so you can communicate with customers in the way they want. Make them see your knowledge base as their first stop for troubleshooting. What technical jargon do you want your team to use? Then, you will post some HTML code to your Wix site that will display the items you post to this Microsite network. Write to your entry-level customers and write content that addresses a variety of different learning styles. Required fields are marked *. This helps with understanding. A knowledge base management system is designed for managing large and complex databases of support content. Our first stop is your knowledge base content. Having indispensable documentation and support is just as important to the customer experience as having a fantastic product. Battery and Power. Alexander Graham Bell famously said, “before anything else, preparation is the key to success.” He couldn’t have been more right! Adam Rogers is a Kayako alumn. Abby Covert is an information architect who provides lots of helpful and clear resources on her website. Discover how they want to learn about your product by formatting your knowledge base content to cater for customers who prefer to read, listen or watch with multimedia content. The way you support your product is as important as the product itself. Knowledge base content is a valuable asset that can answer this need by powering self-service support options. As a documentation writer, you are as professional as any content marketer, copywriter or blogger. A cloud-based knowledge base plays a crucial role in attracting new customers and retaining the existing ones. Include alt text that is available to screen readers. … How do you want to build your navigation? Now that you know who you’re talking to, you … As a documentation writer, it’s your job to make sure customers can navigate your knowledge base. Search for articles to support your product. Surface your knowledge base articles in places outside of your KB: use these helpful resources in in-app tooltips or UI text bubbles, drip email campaigns to new or upgrading users, links from relevant landing pages, or blog posts, and even conversations with your support team. It shows that you have a handle on how they use your product and how they prefer to learn. Avoid dry, overly technical articles that will have your customers itching to email your support team. Want the best customer support and startup content delivered straight to your inbox? The only way to do that is to cater to best practices in a knowledge base. Don’t drive them crazy with flowery or confusing content. It doesn’t have to be in your brand colors but should have continuity with your brand. You support team is your most valuable asset in managing your knowledge base. The term content knowledge refers to the body of knowledge and information that teachers teach and that students are expected to learn in a given subject or content area, such as English language arts, mathematics, science, or social studies.Content knowledge generally refers to the facts, concepts, theories, and principles that are taught and learned in specific academic courses, … It provides a template for your articles. The system is comprised of a software application and a set of guidelines and procedures for managing knowledge. Type keywords for the article. You need to work on becoming the best writer you can be. Knowledge base search and breadcrumbs are also available as widgets. Articles should be well-structured, focused and to-the-point. Skip to Knowledge Base content. And to do that, we need to get back to the fundamental question: A knowledge base is how you communicate with customers. What information should your customers know? Spice it up with videos, images, and types of content that help all kinds of learners learn. This requires a comprehensive and unified view of your customer support strategy. In sidebars you can display recent/popular articles list, topics list, table of contents or knowledge base content tree. Multi-Product Knowledge Base. The content can range from the ins and outs of your HR or legal department to an explanation of how a product works. Make the content easy to skim. SAP Notes & SAP Knowledge Base Articles Who is your customer and how do they want to receive the documentation? Documentation writing is as important as marketing. Audio and Speakers. Search Articles; Knowledge Base; Academic Tools & Resources; Students; Learning Management System; Content Content. What type of linking structure or external sources would you like to use in your docs? After you’ve introduced the resolution include any steps your customers need to take to achieve it. What is the best way to answer different customer questions? “Honestly, one of the things I rely on the most, when working on a knowledge base, is documenting my documentation. Colors should be bold, not bright. This cannot be overstated. Make sure you have quick links to frequently-asked questions on the homepage too, so customers can instantly find what they’re looking for. In the Article Content section, fill in the following details: Title. Since content forms the core of a knowledge base, your knowledge base content strategy should be crafted, keeping in mind your target audience and the problems they are facing. Now we’re going to look at writing an individual article. Dell General Topics. As a self-service user writer or customer support manager, never stop improving your writing. 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