Ideas from books, articles & podcasts.
Good customer service is super important for any company striving for customer support greatness, but it shouldn’t be all there is to it.
Sometimes, the best solution allows your customers to help themselves by giving them access to immediate knowledge without requiring personal assistance....
How many steps does the customer have to take to contact you and get answers to their questions? Something that could have taken 10 seconds has now turned into 10 minutes of their time and yours. Why would you not make that process easier?
Your customers will be empowered to find their own ...
A good knowledge base will also give a boost to your customer support agents by:
Your knowledge base tool must do more than just exist. It has to be good. The first thing to note is that a knowledge base is, at its core, documentation.
Documentation is the media—text, images, and video—that explain a product or service, the material that provides offic...
Being with these two topics, no time-consuming customer or behaviour research is needed.
There are a couple of things to keep in mind when it comes to knowledge bases specifically.
First, focus on scaling the structure of your help content. Create a simple knowledge base template to use for every article.
Second, prioritize the customer’s...
The less text, the better: Customer support isn’t the place to practice your novel writing skills.
Short paragraphs: Nobody has the time or attention span to pick out important information from a wall of text.
Bullet points and lists...
Visual materials enrich your support content and keep users engaged.
The most obvious type of visuals to use in your knowledge base are screenshots of new products to show how things work. But you can also play around with instructional videos, GIFs, or whatever else you feel would add a li...
Make your knowledge base easy to find both on your own website and through popular search engines.
Feel free to link to your knowledge base from other forms of support, too. Don’t be afraid to rub the fact that you have a knowledge base into people’s faces. How else are your custo...
The success of your knowledge base (or lack of success) should be constantly measured to see where to improve.
When looking at your knowledge base performance, focus on impact. Examples of what to track include:
A good knowledge base is never complete. Don’t be that company with an outdated, useless portal. Audit the entire base on a recurring basis, aim for monthly or quarterly check-ins.
Add new products, updates or other changes to your knowledge base articles, and delete old, irrelevant posts ...
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