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A knowledge base is a self-serve customer service library that includes information about a product, service, or topic. Zendesk’s knowledge base software provides insights to expose gaps in content and helps identify areas where new knowledge base articles should be created. It takes really strong, smart, and organized documentation to build and keep a strong customer base. Some of them will come to your knowledge base having no experience of your product and features—and you need to write to reflect that. Once you’ve written your article, walk away and leave it for a day. This cannot be overstated. How would you like your articles to be structured? State the solution up front. Marketers have an inherent knowledge of many useful functionalities that can make your knowledge base articles indispensable. Surface your most popular articles on your homepage to anticipate your customer’s needs. You can include illustrations with categories for users to process information visually. The software application is the fundamental part. What kind of punctuation rules do you want writers to follow? After you create a plan, teach your writers how to execute it. You want to help your customer as much as you can and to give your support team some slack. It doesn’t have to be in your brand colors but should have continuity with your brand. Glossaries of useful words and phrases, especially any specific to your product, Technical manuals that get a little more into the weeds with difficult content. This step-by-step example from Square’s documentation is a great example. Everything that goes on your website, from your blog to your knowledge base, represents your brand. Being able to find information on their own saves them time rather than waiting for a response, and it can be especially useful if they’ve got simple or straightforward questions. If customers are emailing questions that cannot be answered with your knowledge base, then write an article to answer that question so people don’t have to contact you in the future for it. The key factor in your IA isn’t the sophistication of your system but consistency in telling your users what to expect. Keep sight of the motivation for customers to visit your knowledge base. “Most customers want to be able to self-serve. A top-level category page must feel different to a bottom-level content page. In the Content model tab, you will find a new content model. It’s what differentiates your knowledge base from a simple FAQs. It is to make articles searchable. Focus on making documentation easy to read and easy to find. The only way to do that is to cater to best practices in a knowledge base. This is especially true if your KB articles lend themselves to other content, like case studies on your blog, or webinars. “Get to know your users, and address their needs as directly as possible. Knowledge base content is a valuable asset that can answer this need by powering self-service support options. Knowledge Base. It’s essential to keep your content standardized to ensure your customers know what to expect from your knowledge base. Ultimately, your team’s goal should be to create a knowledge base (KB) so good that your customers never need to contact your support team. Search. You don’t take the time to explain things as clearly as you need to, and it narrows your audience down to more advanced users who don’t need as much help. Try it for free, now. Like your marketing team, your support team should have a style guide for writing knowledge base articles. Make the content easy to skim. Data Storage, Backup and Recovery. Details on further use of the app … It provides knowledge base administrators with the tools for managing knowledge bases, routing information, and tracking knowledge base performance. Gone are the days of traditional text-based documentation. Every knowledge base will be different so develop a strong format and style that becomes familiar to your customers. Create a scaffolding for what types of articles you want to have and why. As a documentation writer, it’s your job to make sure customers can navigate your knowledge base. Code in anchor text to your docs to make your KB more navigable. Now we’re going to look at writing an individual article. You need to be an active curator of your documentation so it continues to serve your customers’ needs. What type of linking structure or external sources would you like to use in your docs? If your content is neglected over time, it will be nothing. It allows employees to find, share, and interact with information that’s essential to their daily work. Order your points logically and keep to one point per paragraph. For example, you should try to use the same specific term for each feature in your product. Organizations face a similar challenge when it comes to choosing tools to manage information. Use different font sizes to direct your customers’ attention, including headers and paragraph tags. Support Programs. It gives an understanding of how to arrange content to best communicate with your customers. Whether you’re a team of one or you manage a crew of contributors, whether you build a full-blown style guide or just save some notes you can refer to later – having a record of the style, tone, and formatting decisions you make will save you an immeasurable amount of time and effort down the road.” To support customers who find help without contacting you, you need to put thought and intention into the resources they use and how you want to guide customers through your help center. A knowledge base style guide goes beyond basic grammar. Writing documentation for a knowledge base is hard. © 2020 SmileOnMyMac, LLC dba TextExpander. As customer support manager or documentation writer, no one else is more key to maintaining your knowledge strategy. That means that it markets your brand, and could potentially deter customers from moving forward with a purchase. What kind of formatting should writers use? This is where the debate of content management vs knowledge management begins. “Honestly, one of the things I rely on the most, when working on a knowledge base, is documenting my documentation. Article templates are essential for standardizing your content. Identify and place appropriate keywords throughout the body of your KB articles. This means having a broad overview of the structure and organization of your knowledge base. What technical jargon do you want your team to use? … Your content can scale with your support strategy because you know which sections to place new articles into. Software application and a set of guidelines and procedures for managing large and complex databases support! Guide goes beyond basic grammar Notes & sap knowledge base style guide goes beyond basic grammar be. Consistency in telling your users to use the search function studies on your blog to article... 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