The main aim of a Knowledge base article is to help your customers explore your applications. This knowledge base articles helps customers to handle their problems on their own through self-service. There is no better means of customer self service than virtual agent interaction. There are lot of competing things to balance when writing or editing a knowledge base article.
Here are a few tips for writing a killer knowledge base article.
Pick a topic
You can analyse your customer’s tickets and come up with a topic which is asked by most of your customers.
Write for non-technical user
Different people will learn differently. You have to write an article for general users, not only focus on technical people.
Keep articles short
We know that web users don’t have patience to read all your content. Your article should be understandable in one read. So it should be short and simple. Highlight the main points.
Pick simple and straightforward titles
The title is very crucial and should be kept as straightforward as possible for your article. Pick a title in such a way that it should provide an overview of your article. Don’t use unknown technical term in your article. Try to find out what customers call that feature which you are writing and add those terms in your article and its title.
Make step-by-step instructions easy to follow
The important thing to keep in mind while writing step-by-step instruction is to be careful to include all the actions needed to complete the task. You should aim to show every consecutive step the reader should follow. There are multiple ways to achieve this. You should always pick the most user-friendly way by using menus when possible.
Interlink articles to show relationship
Be sure to link related articles which will help your customers to find all the information they need to solve their problem.
Add tags
It is important to attach tag with your article. Tags are searchable keywords , it is not only used for indexing your article but also helps your customers to quickly know what the article is all about.
Get someone to review your manual
Before you finalize your article , you should get at least one person’s feedback on it to find out whether it will be useful for customers and satisfy their expectations. Even if you think you have covered everything, someone else might notice something you have missed or that needs clarification.
Regular updating
After publishing your article, you have to periodically check that it is useful, that it is up-to-date, otherwise customers visiting a website will be confused by old and inconsistent information, then it could hinder the customer’s self-help.
Share and gather feedback
After this, share your article on social media for the benefit of other customers. Sharing article not only increases the visitors on your knowledge base but also brings the better awareness about your support-center. Finally, get feedback from your customers whether that article is useful for them or not. Also encourage your customers to inform you when they faced any difficulties, so that you can rectify the same for them and help enhance the impact of your knowledge base.
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