Give your customers options for how they'd like to receive information. Try an all-in-one customer service platform that helps you balance everything your customers need. Search site. Accompany any difficult-to-understand text with pictures. Knowledge Base Think of our Knowledge Base as a public library. The way you deliver the information is what makes the difference between mediocre and excellent service. The Lyft team has questioned how a knowledge base “should” be in two ways. They also offer a direct serial number lookup option, which is a handy shortcut for people in a hurry. Whether this person is dedicated to the KB or wears many hats, you need one person on your team who is responsible for the KB. I bought it from a second-hand bookstore online, and when it arrived, I was excited to read it, until I got bored from reading. Include Visuals That Clarify Your Message. In the beginning of a Knowledge building project, it seems to be important to encourage "Idea Diversity" among the students. Dividing knowledge into broad, sequential topics equips users to teach themselves. Knowledge base articles may contain in-depth and technical information. OneNote has filled the role for teams to quickly and easily create their own knowledge base. It was September 2013 when I bought my first* “philosophy” book, Way of the Peaceful Warrior by Dan Millman. Knowledge bases may seem like a simple enough concept, but let’s step back and put the idea in context. What aspects do I want my new and existing customers to learn about in relation to my products and organization? Most users of the Canva software are marketers, not graphic design professionals. Feedback and Knowledge Base Search Search (thinking…) Reset. A knowledge base is a self-serve online library of information about a product, service, department, or topic. It has a simple, yet effective on-brand knowledge base that provides several categories for their customers and shoppers to choose from. After reviewing a dozen knowledge base products, Document360 was the clear winner. 10 great knowledge base examples From top to bottom, a knowledge base should be educational, motivational, and organized. A bold menu also lays out the help options, including Help guides, Videos, Webinars and Workshops, Forums, and more. Sometimes the best solution is one that helps you help yourself. If your knowledge base is less about fixing issues and more about teaching, spend some time on their site and consider how this style might work for you. A knowledge base is one of many self-service tools you can offer your customers so they can find answers for themselves without asking for help and waiting for your reply. Your customers typically have the same questions, and you should do your best to make it easy for them to find what they need. When you click on the basics, this is what their menu looks like: This is by far one of the most comprehensive, well-designed knowledge bases we’ve seen. It can help to increase their satisfaction and give them the best experience with your products or services. Customer service, learnings, and product updates, Customer service insights, organized by theme, Deep dives spanning the customer lifecycle, Live and recorded sessions with industry experts. About 40 percent of consumers prefer self-service over speaking with a live person for simple tasks. This can help you to get an idea about the areas that may need some additional work. 1. Make a small pop up survey at the end of a knowledge base article that asks your customers a few questions, such as: Navigation is a top priority for the design of your knowledge base. Are you sure you want to report this? Browse our topics & articles to learn how to use LEAP to its full potential. To do so, head to the keyword ideas section and type in the keyword you would like to get suggestions for. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology Just about every enterprise has at least one knowledge base: A customer-facing one. You need a great knowledge base to help your customers utilize your product and cut down on the need for human support. The addition of an “app status” indicator is a smart way to redirect customers experiencing problems to the status update page if there is a widespread issue occurring. Every idea has a status attached to it: LiveAgent allows you to create a single or multi knowledge base with ease. ", They even offer the option for users to give them feedback under the subheading "Have ideas you want to share?". General 756 ideas Knowledge Base. Customized content that pulls from user location data can make things easier. When you go through your knowledge base, ask yourself these questions: A new header or article layout may not help your customers or make an impact on your analytics. The first step to a well-designed knowledge base is simplicity. Usually with knowledge base pages, you want to create different articles for each category you choose to focus on and then group them accordingly. Many users enjoy its ability to craft banners and digital advertising collateral in a convenient drag and drop format. A knowledge base should be part of your overarching strategy to optimize knowledge management, which can enable your company to curate, store, and disseminate the wealth of information that often gets trapped in emails, information siloes, or tribal knowledge that gets lost when employees leave. Comments on the KB Articles are welcome so that we may improve them. 11 Ideas to Improve Knowledge Management in the Contact Centre . Plan, create, and deliver effective knowledge base content to create better customer experiences. The “Popular searches” links are a good way to both teach customers how they can search and to include links to the most common topics right up top as an extra form of quick navigation. Among the entries on our list, Asana is unique since it deals with inherently complex workflows. I'm sorry, I know this will be disappointing news . Allow customers to provide feedback. ActionTiles Knowledge Base & FAQ. Writing a knowledge base is hard enough already. When I came across Yoast’s knowledge base, I fell in love with how they organized an abundance of content. Take time to continuously update your articles to make sure they reflect the most up-to-date information regarding your products or services. If you’re confident that your help will resolve the problem your customer is facing, then using the help pages to deepen customer engagement is a powerful tool. You may not get it right the first time and that's ok. And that, is the name of the game (as shown in the chart below): Many businesses are overwhelmed by the idea of creating a new knowledge base and instead, choose to stick with their less efficient system. In other words, keep it simple and to the point. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Ubersuggest helps you discover new keyword ideas based on the keyword you type in. Knowledge bases need to cover things like billing and installation as well as project tips. Users should be able to move deftly from simpler general topics to more complex ones. Providing them with a place where they can find the information they need at anytime is a great idea. Without the knowledge base, I would have shared a long blog article or a Stack Overflow answer to reasonably convey technical ideas. Let’s look at some of the best knowledge bases around and what you can learn from them. Don't assume your customers understand the ins-and-outs of how your product or service works, even if they have a membership or have owned your product for several months. Instead, making each functionality or service a category with its own content creates an effortless user experience. Outside of the software world, many companies support an enormously varied customer base. This could mean that they aren't able to find the answers to their questions or that your structure is confusing and difficult to navigate. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology That is the goal of the Yammer Knowledge Base (KB) feature. Create and publish answers for customers and reduce your customer support volume by at least 20% with Help Scout Docs. While the concept can and should be extended to internal use, it’s often these public knowledge bases that have the greatest challenges to overcome – in design, interface, and writing. For a service like Dropbox, it makes sense to pull out the most common issues right on the main page. Learn how to create your own personal and organizational repositories of information and knowledge with no technical skills required! When ideas are easily accessible in context it cuts down on many long emails and meetings. Introduction 5 articles; Global Modules 6 articles; Clean Up & Repair 4 articles; Frequently asked questions and support documentation for Teamwork Projects Any great bathroom is a harmonious balance of new and old. It helps you not just in creating content but designing it as well, thanks to the variety of authoring, editing and designing features it offers. They also provide a list of their promoted articles below the categories to help solve common issues quickly. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Using a knowledge base for customer service is a great start but once you have a knowledge base up and running and deliver a better service, you can start to use your knowledge base to create an even better customer experience. Back to minecraft.net Sign in Help. Although your business may run 24/7, you don’t (and shouldn’t). A simple table of contents within the content is invaluable to directing customers and providing everything needed to answer their questions. Do you sell outdoor readers? A knowledge base is a central digital library full of information that allows customers the ability to find out information about using your products and services or what your organization does as a whole. Knowledge Base ← Feedback & Ideas for seeed. Lastly, if your customers can't find the information they need, make sure you have contact information for customer support nearby so your customers can get in contact with someone quickly. September 8, 2020 | Stay in your flow. FAQs, a knowledge base with detailed product information, community bulletin boards, and videos with step-by-step instructions for resolving a problem are all great ways to deliver self-support content. Very clear and simple navigation is vital in that case, but what makes their knowledge base even better is how their articles are designed. First off, let’s define "knowledge base." And similar to […] Many knowledge bases start off with a giant search bar in the middle of the page. For your own knowledge base, consider how you are cross-linking help pages for the benefit of people who may be navigating through your pages or who have arrived from an external link. How To - Edit Actions 8 articles; How To - General 22 articles; How To - Images 6 articles; How To - Note/Notebook Organization 11 articles; How To - Page Management 8 articles; Miscellaneous 14 articles; Pen Support 9 articles; Premium 21 articles; Education FAQ 11 articles Knowledge Base. The use of illustrations helps reinforce their friendliness, which is comforting for people in need of help. We’ve previously explored how to write a practical and useful knowledge base article, and here are 10 stellar knowledge base examples that are worthy of studying and emulating. The entire structure of the Lyft service and interface is intended to make using it self-evident. By clicking any article below, you can research topics of interest that will also help you optimize your Ideas by TradeSmith experience. Will this answer the customers' question quickly? Check out our feedback site to vote up your favorite ideas. Want to learn what the community wants? Here is a four step guide to help you kickstart the creation of your knowledge base. For knowledge-base-specific content, there are plenty of blogs that offer handy tips on length, imagery, video and tone. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. Its toolkit is also versatile enough for designing print materials. Knowledge base software companies like Document360 will often help customers keep up with best practice through blogs and newsletters. Beachsafe is created by Surf Life Saving Australia to help keep beachgoers alive and well. 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