Best Practices for Creating Knowledge Base Articles

Excellent knowledge base articles enable end users to accomplish whatever goals they set out to achieve when accessing your knowledge base. That's why it's essential to consider some simple best practices when creating knowledge base articles to ensure a great user experience.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked 

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1. Understand user pain points

The foundation of your knowledge base articles and the content you are creating should be to allow your users to self-serve and find the answers they are looking for. This requires you to determine your users' questions, c,oncerns and overall pain pointsve.

2. Make your knowledge base content easy to navigate

Users need quick solutions, which is why it's important to make it as easy as possible for them to find the answers they're looking for as quickly as possible.

Part of doing this is making your content easy to navigate. You can use headings, subheadings, highlighted text, bullet points, etc. Essentially you want to find ways to break up the reader as much as possible.

3. Use visuals

When it comes to making content easy to navigate, you also want to make it easy to understand. You know what they say - a picture is worth 1,000 words, and a video ...... well, they are worth much more, so make sure you use visuals whenever possible to help explain what you are writing about.

Choosing the right knowledge base software

No matter the size of your organization, figuring out the right knowledge base software for your organization can be challenging. The right software can help you improve your customer support efforts and increase staff efficiency. On the other hand, making the wrong choice can create a frustrating experience for your users, which can lead to a worse situation than if you didn't have a knowledge base in the first place.

So how do you choose the best knowledge base software for your business?

Start by finding software with the right features to help you create a user-friendly knowledge base; your team should be able to easily create and organize content, and your end users should easily find the information they are looking for. In addition, the right solution should help you address why you need a knowledge base in the first place, such as improving customer support, helping with employee onboarding, etc.

Some features to consider when choosing the right solution for your organization.

· User-friendly content creation and formatting. To have a knowledge base that provides value, you need to have content. To have content, you need your team to be able to create content. This means your software should come with an easy-to-use editor that allows your team to add, format, and manipulate text, images, and videos.

· Advanced search capabilities. With so much content for users to navigate, your knowledge base must have advanced search capabilities so that users can find the information they are looking for.

· Intelligent analytics. Evaluating how your content is being used can help you improve your knowledge base content, making your knowledge base a more valuable asset to your business.

Knowledge Base Frequently Asked Questions?

Here are some frequently asked questions related to knowledge bases.

What should a knowledge base include?

A knowledge base is a centralized "hub" that stores, organizes, and shares all information related to your company and its products or services.

What is the purpose of a knowledge base?

An external knowledge base extends customer support by allowing customers to easily find solutions to their problems without opening a support ticket. An internal knowledge base will enable employees to easily access all the information they need about your company's products or services.

Why is a knowledgebase substantial?

With a knowledge base, you can allow your customers to help themselves, thereby reducing customer support by up to 60%. In addition, you can give your employees and team members instant answers to the questions they need without having to email themselves using knowledge-base software.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked