A basic knowledge base definition is “an online library where information about a topic is collected, organized, and easily accessed.” It’s designed to provide quick answers when you need them. Both of those and more? Enter a name and description for the new knowledge base. But, in the world of customer service, it’s a safe bet this is how many of your customers feel. An effective knowledge base template makes complex knowledge simple to consume. If you want to add a wiki knowledge base to your existing WordPress site, then the easiest way to do it is by using a WordPress wiki knowledge base plugin. The list of article templates to select in the next step is filtered Google Support, for example, has adopted the word “About” for many of the articles in its knowledge base: “About manual CPC bidding“, or “About campaign budgets“. Use Google Analytics to discover what people are searching for in your site and write articles about the missing terms. This method helps you to create content on a regular basis and makes sure you cover all the essential topics. Try this: Create a style guide for your knowledge base. As the last step suggests, it’s best not to approach your knowledge base with a “set up and forget” mindset. Let us know in the comments section below. When you prioritize, you decide what articles to write first, based on the problems your customers deal with on a regular basis. This is how they can get easy access to information. Popular knowledge bases, like Google Support or Facebook Help Centre, use a straightforward system. Step 2: Create a knowledge base. Define the basics: How your knowledge base fits into your customer support and how you’ll develop it in time. From top to bottom, a knowledge base should be educational, motivational, and organized. Create a different article for every pain point you identify. With an uncompromised authoring experience, you’ll be writing incredible knowledge base articles in no time. This blog will show you how you can create a Knowledge Base for free. Your readers are going to keep reading because they need answers. They end their articles with a question like “Was this information helpful?“. Implement a knowledge base system today and reduce your customer support cost by 67%. Navigate to Knowledge> Articles> Create New. So, make sure you deliver what they need, and no one will notice your intro. Want to see how to use a knowledge base with live chat and chatbots in Acquire? If you want to add a wiki knowledge base to your existing WordPress site, then the easiest way to do it is by using a WordPress wiki knowledge base plugin. That’s why we’ve put together the ultimate guide on how to write a knowledge base article to improve customer support. Communication becomes faster, more comfortable, and efficient. The first step to improving articles is getting feedback from your users. “how to create a knowledge base”). WebberZone 100+ active installations Tested with 5.5.3 Updated 5 months ago Knowledge Base CPT (2 total ratings) Enables a 'knowledge base post' type and 'section' taxonomy. And, your ideas for quality content become easier. Which questions do they get most frequently when talking to customers in sales or customer support calls? This way, your articles will be easy to find with the Search function. An effective knowledge base can vastly improve your customer service. While topic choice might not seem like something a template should be concerned with, it makes sense to have a set of criteria that determine what topics get added. To make useful videos, you need software for screen capture and editing. Providing additional information helps your readers find all the details they need without effort. A thought-out title is essential because it’s how customers will actually find the answers to their problems.The fact of the matter is this:If your customers don’t know the knowledge base article can solve their problem, it doesn’t matter one lick how good the rest of the article is!So make your title count. Give out information on the company and its activities. An example related to customer service is the “Support” or “Help” pages that most companies have. For example, your knowledge base may need to: In the end, your knowledge base will be what you want it to be – or rather, what your customers would find the most useful. Ready to create your first knowledge base article? Well, sometimes things happen. 7 Essential Features to Look for in a Knowledge... How to Create a Good Internal Knowledge Base. Why not give Document360 a try? Use your knowledge about customers to design a structure that will be the most useful for them. You must go beyond your competencies and see how to put your knowledge to work. And, if your knowledge base doesn’t cover them, they can immediately reach out to a live agent from the same widget. Activate theme after upload. Customers will love it. Your instructions should be enough to provide your readers with all the details they need to get the most out of your product or fix their problem. This is a great way for customers to find information fast. Never add sales copy. Google can be a helpful guide. A video is a good fit for tutorials, tips, descriptions of your product’s latest features, and summaries of white papers, and other similar complex documentation. This is why a collaborative effort across the company (no matter the size) is needed to ensure a comprehensive and accurate knowledge base. Also, consider how you’ll “distribute” the knowledge in your knowledge base. Avoid that mistake and beat your competition to the punch. It explains what each article is about with minimum words. If anything remains in terms of design, be sure to bring it up before the landing pages are finalized. Your knowledge base software should be a network of excellent articles that complete each other. Yes! For this purpose, we are going to use the BetterDocs Plugin. MailChimp places a table of contents on the left side of the screen with the title “In this article:“. When your article doesn’t get good ratings, it’s time to make some changes and improve usability. If lots of customers are looking for “Why is my credit card rejected” in your knowledge base search bar, you need to provide answers. new pricing plans or new product launch), you need to act as fast as possible to bring your knowledge base up-to-date. To find these answers, data is also your friend. To increase the usability of your knowledge base, you should backup your videos with text — an optimized transcript of the visual content added to the same page. Steps to create a knowledge base in WordPress. A wiki knowledge base is a centralized information storage that allows multiple users to access and share that information. Start Data Quality Client. Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. From the Knowledge Management homepage, click the more icon () and then select Create Article. Link to other pages when you think another article can provide more details on a topic. If you can’t quit on all technical terminology, consider adding a glossary that users can refer to when they don’t understand a term. Search for the hot topics in the industry and see which results perform the best. But the most important thing to remember is to act on feedback you receive; reports show that “79 percent of consumers who shared complaints about poor customer experience online had their complaints ignored.” And that means you risk losing customers to your competitors. However many sites have their knowledge base on a subdomain, so this is not as bad as it sounds. In Create knowledge base from, select what to base the knowledge base on: Select None if you do not want to base the new knowledge base on an existing … Are you ready to get started with your knowledge base? Putting things in the right place is the key to better self-service in customer care. Every (registered) user can create or edit it with the wiki knowledge base displaying the change almost instantly after an edit. Where will the knowledge base “live” on the site? From here we shall do two things; Configure the knowledge base; we will select a Layout, set the Style, Colors, and the slug. Give examples to clear doubts, when you feel this could add value to your readers. So, when you start building a knowledge base, keep these characteristics in mind – it’s the only way to ensure your customers will get the most out of the useful information you provide. After all the work you’ve put into the knowledge base, you hope everything will work. In these situations, your users are looking for quick solutions. Why you need a knowledge base In today’s connected world, people expect and demand easy access to accurate information. Writing an incredible knowledge base article takes effort. Document360 helps to build amazing online knowledge base (public or For example, with an effective customer support software, you can integrate your knowledge base to live chat. Create a knowledge base. Learn how Acquire improves support and increases sales. Create a Knowledge Base for Free. Keep a unique voice in all your articles. The sooner you start talking about the topic, the better. It’s a good idea to identify your Frequently Asked Questions (FAQs). Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) People who access your knowledge base have already bought your product. Are you looking to add a documentation section to your site? In the Data Quality Client home screen, click New knowledge base. It comes with a bbPress integration to help you easily create a … 3. Your knowledge base should be accessible to all your customers, regardless of their educational background or area of expertise. Your knowledge base should not be cluttered with articles that answer one or two customer queries each year, but neither should it be so basic that it’s rarely helpful at all. So, in order to write effective articles, you could follow certain rules: There are a number of things to consider: Most of these questions will have been answered if you’ve worked with designers since the beginning of the process. The first step is to choose topics that your customers will find useful. Determine the purpose of your knowledge base and list some high level goals you want it to achieve. The ideal size allows you to cover the topic area from all angles. Writing knowledge base articles can be an overwhelming project for anyone new to self-service. If you post it in the middle of a text, you risk distracting your readers and losing their attention. When covering significant problems, you can add a FAQs section at the bottom of the article. Many companies have enthusiastically launched their customer s... Get full access to the Document360 platform. Errors and misspelt words draw attention and suggest poor quality content. If you want to go back or forth inside the text, you can do so by clicking the specific part in the table of contents. The title doesn’t have to be eye-catching. It can help users who want to apply in real time to what they read. However, your knowledge base isn’t your business blog. What icons will we need for each category? Finding an answer shouldn’t be a scavenger hunt. For SEO, use tools like Moz, SEMRush, or Ahrefs to find search terms that match the topic of your articles (e.g. 10 great knowledge base examples. Avoid slang and jargon, as well. Defining the scope of your project can help you build a solid foundation for it. The information maybe regarding the specific product or the services the company provides. Here’s a 7-step guide with knowledge base examples to help you kickstart your own project: What is your knowledge base about? Create articles and benefit from shared editing and team feedback. Your mission is to teach your clients how to get the most out of what they purchased. And the ultimate benefit? This is a big opportunity to provide excellent service to the vast majority of your customers and build loyalty to your brand. Organize your article logically – from the first step to the last one, in exact chronological order. Also with the online web access (OWA) for Word, PPT, etc., creating a standard library with files is the way to go - easier for users to create and manage content versus the complicated management of a wiki library. In fact, when they have a question, 66 percent of customers try self-service first before deciding to contact customer support. It helps your customers save time and provides a better experience. This type of content can help to create a knowledge base article more engaging and more appealing to your customers. The decision really comes down to your preference. It will help you put your ideas in order. private) in minutes! If a good number of people have asked for it, you can create a new knowledge base article or supplement an existing article with that information. Determine the higher level categories first and then break them down into subcategories. Most articles in your knowledge base should provide an in-depth answer to “How?”, as they guide your customers through various processes. Flat Base is a Knowledge Base theme that offers a minimal flat design. Now they’re looking for help and extra information. Videos are less useful when you’re guiding visitors to solve problems and errors. Our KB was full of technical guides, FAQs, process manuals, and outage alerts. Here are some examples from MailChimp: “Set Up MailChimp Subscribe for iPad“, “Create a landing page“, or “Use Button Content Blocks“. For information about doing so, see Run the Data Quality Client Application. Let’s start at the beginning – your title. This way, users who don’t need to go through the entire article can jump directly to the part they’re interested in. In addition to helping you create a separate knowledge base section complete with articles and categories, here are some of the features that we think make Heroic Knowledge Base stand out: This way, people who aren’t in the right place can easily find what they’re looking for. When following a sequence isn’t necessary, start with the most simple notions and leave the complicated concepts for the second half of the article. Optimise for targeted keywords. Churn. After plugin activation you will have custom post type called knowlage_base and it is called a taxomony in your admin panel. So, in order to improve your knowledge base, make sure you gather feedback. First, note down the main thoughts, then develop each one with the necessary details. The Benefits of Using WordPress to Create Your Knowledge Base. Don’t get us wrong – this isn’t a jab at formal training or education. customer support, customer success, sales). With the information at hand from colleagues and your own experience, you’re well-positioned to structure your knowledge base. For example, add or edit your first article, customize your site’s design, or check out KnowAll’s documentation for inspiration and support. Focus on the most basic issues, the ones that can usually be resolved on the first call – these are the ones suitable for self-service. Even if you're a jack-of-all-trades, it’s unlikely you’ll know how to address every customer query. This makes setting up your knowledge base website a cinch and requires no coding knowledge. People are more likely to remember technical details with coloured images, which increase a reader’s attention by 82 percent. As you read the article, the table highlights the section you’re currently on. Wiki's seem old school now. This helps reduce customer support tickets, pinpoint problematic areas in documentation and improve your User Happiness Index. Have you ever had trouble creating top-notch knowledge base articles? And before writing the article, go through the process yourself. So, it might be useful to set up meetings with people in different customer-facing roles (e.g. Plus, you increase the time users spend on your site, which is a good sign for Google, and can help you improve your SEO. However, there are a few key components that separate an effective knowledge base article template from one that misses the mark. Provide product support for basic and frequent issues, Offer information on pricing plans and discounts. It must tell your public what’s in your article. Make your knowledge base easily searchable on the internet. You don’t have to create intrigue. But that’s not the case when you write a knowledge base article. We use wiki knowledge bases almost every day, so … This way, users who read more material to look for answers won’t end up wondering if you’re talking about the same issue. Do they need to learn more about your product? Write as you speak, to make sure your readers understand what you say. But, even that needs effort to maintain quality and user-friendliness. Adjust the layout as you wish. It will help you put your ideas in order. If you need to explain a feature of your product, start your article with what that feature does. The importance of knowledge base SEO They’ll stop reading and call for support to get quick answers. Needless to say, when big changes happen (e.g. What seems obvious to you isn’t always self-evident for a new customer. Configure knowledge bases into product or service categories and manage user access based on permissions. WordPress Wiki & Knowledge Base Plugin Method. There’s no optimal word count for a knowledge base article. Here, you can give short answers to possible questions that a user may have after reading the text. Maybe the screenshots you’ve used need to be updated, or a feature you’re describing was discontinued. Here’s a 7-step guide with knowledge base examples to help you kickstart your own project: 1. Next, the theme wizard prompts you with a few actions you can take next. Provide step-by-step guides on service setup, troubleshooting, etc. Ask any SaaS manager what their biggest business challenge is and they’ll probably tell you it�... We all know the importance of choosing the right knowledge base software when it comes to customer servic... 1. Some articles may not turn out as well as others, the page structure might confuse some customers, and so on. For example, you may feel that a category about “G Suite integrations” is useful. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. You could create a condensed, detailed knowledge base for your external audience, while simultaneously building an internal knowledge base with technical and onboarding details for your customer support team members. Zendesk is well known for creating a good Knowledge Base. By following these guidelines, you can manage to create valuable articles and provide your audience with consistent content, to help them help themselves. You don’t use your company’s knowledge base to sell, so focus on usability, not drawing attention or hooking new clients. Is it a support resource for existing customers? Getting things done can often be boiled down How to Create a To-Do List in WordPress - Knowledge base Consider accessibility. I assume you might want all the Wiki pages to have the same look and feel, so why don’t we create a basic page we will reuse for our Knowledge Base Wiki in SharePoint Online. You can name it using “You May Also Like” (Evernote), “Related Links” (Google), “Related Articles” (Facebook Help Centre), or other similar titles. Many different organizations use knowledge bases but they all use them for the same reason: they are useful. To write a knowledge base article, start with building a structure. On the Menu go to Knowledge Base then Configuration. Using screenshots allows you to show every step, instead of describing them in long paragraphs. You can do that by implementing customer feedback options from your software. In this case, get right into the answer. When you coordinate an entire team of technical writers, make sure they all respect the same guidelines. You choose the topic area that makes a difference for your users, and build content on subjects of interest. Otherwise, customers might get tired of blunt, uninformative language and churn. Too many unnecessary words will make readers lose their patience. HelpieWP lets you create a powerful knowledge base with dynamic Insights into your users. Don’t make assumptions. Write a knowledge base article with your public in mind – the people who use your software. Find the automatically created Knowledge Base section at yourwebsite/knowledge-base and go to its configuration tab. You need to develop your skills to write content that’s engaging, clear, and informative at the same time. Using a screenshot tool, you can capture the right image for every step of the process and back up every instruction with the perfect visual. Carry your brand identity into your knowledge base. This helps keep your knowledge base uniform and professional, no matter who's writing articles or updating content. WordPress Wiki & Knowledge Base Plugin Method. Often, you can use them to interact with users (e.g. If your customer uses your instructions to get things started, this information will be useful. OneNote has filled the role for teams to quickly and easily create their own knowledge base. So, around the milestones when you check data, be sure to check about any unannounced changes that happened. Apply them and repeat. This step will make or break your knowledge base. How to create a knowledge base. Knowledge bases can include documents, guides, FAQs, and more. The “How to” title can also be a smart choice. If any problem can occur while performing a step, make sure you mention it when you describe the stage. We use cookies on this website to ensure you get the best experience. Knowledge bases can be used both internally. This number is higher (89 percent) among millennials, the largest generation right now. Plus, they save you and your readers a headache. It must answer common questions efficiently to save customers time and confusion. Also, as we already mentioned in step 2, Google Analytics provides information on user behavior throughout the site. You need to test your content and improve it on a regular basis. Using videos can help you in optimizing your knowledge base SEO efforts. You can also use previous discussions with your clients and tickets you’ve solved in the past, to identify interesting topics for a truly comprehensive knowledge base solution. And to host your videos, you can use platforms like YouTube, Vimeo, or Loom. If your colleagues have additional data, make use of it, too. Heroic Knowledge Base is our knowledge base plugin solution to help you add a knowledge base to an existing WordPress installation and using your existing WordPress theme.. If you have a WordPress Website and want to create your first Knowledge Base, you are in the right place. Input for topics will come from your customers. First, "fuzzy search" enables a bot to return information that's likely to be relevant to the user's question, without requiring that the user provide precise input.For example, if the user asks a music knowledge bot for information about "impala" (instead of "Tame Impala"), the bot can respond with information that's most likely to be relevant to that input. Ask them what issues keep coming up. Asides from improving the writing process through it’s simplified WYSIWYG markdown editor, it also makes it easier to improve your knowledge base’s information architecture. Placing the image first can create confusion, if the reader doesn’t understand what’s illustrated in it. Simplifies the user experience. And that’s not something you can craft overnight. Granted, your knowledge base is there to provide answers without straining your team. Check your grammar. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. You can also use video to start your topic and continue with written instructions that are easier to follow. You can easily add and organize articles in your admin panel under the Knowledge Base tab. Are they looking for an easy and quick solution to a problem? The only way to achieve the best results is by mixing a relevant message with sharp writing techniques. There are many more options than these four types of titles. That’s why you need to plan your content ahead. Two heads are better than one! Highlight every step (with numbers, bold text, headings, or subheadings) to make them visible. Use lists, bullets, and tables to express your ideas. Write a knowledge base article with a balanced mix between your expertise and what the audience needs. Features to look for in a knowledge base article template: 1 ahead to create your base. Time and confusion it comes with all the work you ’ re guiding visitors to solve problems and.. 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