This can be used to optimization your site platform.
It’s for every business
To clear up a potential myth, don’t believe that you have to be a large business to reap the benefits of knowledge base articles. They work for every business. Every company needs to offer great customer service, from the smallest sole trader to the largest conglomerate. In fact, having a knowledge base can benefit small businesses more than larger ones. They’ve often got little-to-no dedicated customer support and limited resources, so a knowledge base relieves some of the pressure.
Setting the foundation of your knowledge base
Before you ever put pen to paper there are a few steps to do that will ensure your knowledge base articles hit the right note. These will lay the foundations of your knowledge base, so it’s vital that you take your time and don’t miss anything out.
Know your audience
Your customer support needs to be tailored to (you guessed it!) your customers. Knowing your audience will inform every aspect of your knowledge base. They might not even like to read, for instance.
It will also tell you how simple your knowledge base needs to be, although a good rule of thumb is to keep it as accessible as possible. Most people cannot understand highly technical jargon unless they are industry insiders.
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.
Proudly present by: www.auliajavaland.com Developer Properti Syariah.