Bryans Sadam Gost
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Poslao: Sre Avg 10, 2022 3:02 am Naslov: Setting the foundation of your knowledge base |
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Without knowing your audience�s technical understanding or preferred form of learning, your base won�t be able to fully cater to their needs.
In theory, you should already have a good grasp of your customer behaviour as part of your marketing strategy. But if not, there�s no harm in consulting a few customers when developing your knowledge base. Releasing a �beta� version to a select few can help you refine your content, the format and identify any areas for improvement.
Content is king of the knowledge base
Any good knowledge base article has great content. As previously mentioned, this doesn�t necessarily mean a text-only article. It can include imagery and video too. But good writing underpins all of this because you�ll have to come up with the script for a video or the words for an infographic. Our article on how to write amazing knowledge base articles covers this in more detail.
Without the right content that covers every potential question and problem, your knowledge base will fail. It needs to simplify any technical concepts so that anyone can understand what you�re talking about. Jargon, acronyms (that aren�t spelt out) and buzzwords are a big no-no. You also have to make it engaging. If people don�t enjoy reading or watching it then they�ll switch off from your content. Getting ideas for your knowledge base can be tricky at the start, so we�ll offer some inspiration in another guide.
Identify common pain points
Problems that appear time and time again are perfect to include in a knowledge base article. If one customer encounters an issue, it�s highly likely that others will too. So save your team (and your customers) time and effort by including a troubleshooting section.
To uncover recurring and common problems, consult your historical customer support enquiries. Alternatively, you can sit down with your team and ask them about questions that crop up over and over. This has an added perk for your product development � any problems that can be easily resolved will improve later iterations of your products.
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