Post by account_disabled on Nov 29, 2023 8:05:16 GMT
The first step in any knowledge base building exercise is understanding the questions your customers are asking. An easy way to do this is to better track support tickets or topics in chatbots. Those common topics that customers want to delve into are the best places to start when building your content. Customer Success Senior Manager Following Michael’s advice, the first step in creating quality knowledge base content is to plan it as thoroughly as possible. To do this, answer these key questions.
What do your customers need to know? What questions do they often ask about your Phone Number List product? What are your customers’ most common pain points? How best to answer different customer queries or questions? How will customers navigate your knowledge base? Where does your knowledge base fit into your broader customer service strategy? Answering these questions will help you design a framework for your knowledge base content. You can also find out what type of content is best suited to address each topic. Some popular content types include articles with screenshots or video instructions. For example, a video troubleshooting guide might help resolve common product issues faced by customers.
Meanwhile, an FAQ page is better suited for resolving questions about the services you offer. Knowledge base example. Pro Tip: Move common product questions to the first screen so users get solutions right away, just like you did. Embed a search bar for quick self-service. Below the fold, group additional questions into collections based on context so visitors can easily navigate the page. Collection in the knowledge base. The most important thing is to provide your customers with multiple ways to discover the content they need. Put yourself in your readers’ shoes.
What do your customers need to know? What questions do they often ask about your Phone Number List product? What are your customers’ most common pain points? How best to answer different customer queries or questions? How will customers navigate your knowledge base? Where does your knowledge base fit into your broader customer service strategy? Answering these questions will help you design a framework for your knowledge base content. You can also find out what type of content is best suited to address each topic. Some popular content types include articles with screenshots or video instructions. For example, a video troubleshooting guide might help resolve common product issues faced by customers.
Meanwhile, an FAQ page is better suited for resolving questions about the services you offer. Knowledge base example. Pro Tip: Move common product questions to the first screen so users get solutions right away, just like you did. Embed a search bar for quick self-service. Below the fold, group additional questions into collections based on context so visitors can easily navigate the page. Collection in the knowledge base. The most important thing is to provide your customers with multiple ways to discover the content they need. Put yourself in your readers’ shoes.