How to use Knowledge Base for Self-Service Support?


Jinsen John
By Jinsen John | August 31, 2022 1:32 pm
Knowledge Base The Ultimate Tool for Self-Service

A well-written knowledge base must be the cornerstone of any support team’s self-service strategy. If you’ve created a website or an app for your business, you also need to incorporate a knowledge base so as to provide customers with an opportunity to resolve their queries themselves.

A knowledge base is indeed a long-term project. Building out that set of content is no easy task, so is it worth spending the effort? Yes! With Appy Pie, you can build a practical knowledge base that can significantly enhance your customer service. And the best part is that the knowledge base you create will become helpful long before you have completed all the possible content it will contain.

This blog will explain a knowledge base and show you how to plan, create, and deliver effective knowledge base content that will genuinely create better customer experiences. Follow these tips to create useful knowledge base content.

  1. Understand what you need to cover

    Anyone on your team who regularly speaks to customers will be able to share the most asked questions, and that’s the right place to begin. Once you document those, move on to the next tier of common misunderstandings and queries. Consider using a custom field in the help desk software that allows anyone answering a customer query to flag that query for documenting in your knowledge base, so you’ll have a flow of genuine customer queries to address.

  2. Collect existing information

    You probably have content you can add to your knowledge base. Look for FAQs, release documentation, or internal materials that contain information customers could also use. Your customer service tool likely includes plenty of well-worded, reusable explanations to draw from. Copy all that data into one place where you can see what you have, what you still need, and where you might have duplication.

  3. Present organized information

    Structuring and arranging all that information is key to a thriving knowledge base. Try to group data based on how customers are most likely to need it. This will make it much easier for them to search for relevant information, whenever they require it, instead of making them run around in circles. This will definitely boost customer satisfaction, giving them the confidence to purchase your products and services.

  4. Add fresh content

    Writing knowledge base content takes significant effort, so creating content people will find and use is essential. You have likely identified gaps in your current set of knowledge. Perhaps your customer support team finds themselves having to write longer answers because that information isn’t covered in your knowledge base. These responses can form a perfect base for new content.

  5. Always add creative and helpful visuals

    Always make it a point to include visuals and graphics in your knowledge base content. Not only does it improve the overall appearance of your content, but also acts as an aid for readers to help them understand the content better.

  6. Create a consistent outline

    When you have prioritized the list of questions you want to cover, you can start creating the new knowledge base content. If you aren’t a subject matter expert, collect the answers from the most-informed team members, and use that as your outline. Build on that outline, applying a consistent voice and tone, keeping in mind the question or mindset your end reader is most likely to have.

  7. Collect feedback to measure the effectiveness

    It is advisable to include one-question feedback surveys at the end of every knowledge base article to determine whether or not customers are satisfied with what they have read and are actually finding the answers they were looking for. These surveys could just be simple questions like, “Did you find this article useful?” with thumbs-up or thumbs-down options as responses. In addition, you could also mention an email address or phone numbers, which could be used to enquire further or share additional feedback.

  8. Maintain and improve your content

    Once you’ve prepared a knowledge base and have also set up feedback mechanisms, it’s time to work on maintaining and improving the content. This can be done by selecting a team to own the knowledge base and ensuring they have the time and capacity to work on it. Over time, your team can expand your knowledge base, revising the content and adding new elements, building a resource that will save plenty of time for your clients and your team.

In conclusion

Planning, creating, and maintaining a knowledge base can feel daunting. However, each article you write might represent hundreds or thousands of future customer questions answered without needing your help. An excellent knowledge base can also be an incredible tool for training new team members and an excellent resource that draws in potential customers. Time spent well on building your knowledge base will pay off for years, and Appy Pie Knowledge Base can help you in achieving that.

Jinsen John

Senior Content Writer at Appy Pie

App Builder

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