Introduction
Creating a knowledge base for your business is an invaluable asset that can
help you optimize customer service, minimize time spent on customer support
tasks and provide customers with the information they need to fully take
advantage of your products and services without any problem standing in the
way whatsoever.
But creating a successful knowledge base isn’t as simple as just writing
content; several steps are involved in ensuring it’s comprehensive,
well-organized, and effective. That being said, this process can be easy and
fun. However, how you kick this process off will depend largely on where you
have created and managed your website. The
majority of websites online
are created with the help of WordPress. It is used by many as it’s
user-friendly, and the plugins designed for it simply have multiple aspects of
managing and running a business.
If you have set up your site on WordPress, all you need is to browse for the
best
WordPress knowledge base plugins, and you will be one step close to delivering the perfect customer journey.
Once you find the best knowledge base plugin with the best features, follow
this guide to ensure you are creating the perfect knowledge base.
Defining The Scope
The first step in building your knowledge base is defining the scope of topics
to be included. Focus on topics that make up the foundation of your business’s
product or service offering, as this will help ensure that the entire range of
related topics is covered.
Additionally, breaking down each topic into smaller sections helps keep the
writing process more organized. If you are not an expert in preparing the
content, you should hire a technical content writer to handle the entire
process of crafting and organizing the content.
Knowing Your Audience and Choosing Appropriate Types of Content
Gathering insights from your target audience is key to understanding their
needs, interests, and expectations so that you can tailor content accordingly.
For example, make sure to adjust your tone of voice to best suit and connect
with them, and use language they will understand easily.
You don’t have to limit yourself when it comes to selecting content types for
your
knowledge base; incorporate how-to guides, text documents, videos, podcasts, webinars, and
other forms of media, depending on what would best serve your customers’
needs.
Prioritizing Quality over Quantity
Crafting fewer pieces of content with precision and accuracy helps ensure
higher quality standards are met; this leads to better customer satisfaction
overall. While the words “knowledge library” might suggest that you have to
cover everything related to your products and services, that’s not always the
case.
Focus on the basics at first and only when you cover the most critical
aspects, add and encourage your employees to add other articles and topics to
your already full-of-quality knowledge base system.
Making Content Easily Accessible
Building a successful knowledge base requires careful planning and thoughtful
execution at every step. You will also have to enable all those interested in
finding out more about your business to navigate easily through your knowledge
library.
Suppose you set up an optimized search function within your knowledge base. In
that case, you will allow users to quickly find answers without having to wade
through unrelated information or struggle with cumbersome navigation menus.
Consider adding a predictive search feature that suggests relevant terms or
articles based on user queries to make things even easier.
The Main Benefits of a Solid Knowledge Base
Now that you know how you can create the best knowledge base possible, let’s
take a look at some of the benefits that you might enjoy after successful
implementation.
-
Improved customer support. With a well-organized and thorough
knowledge base, your customer service team can quickly and easily find
answers to common questions and issues. This can help improve response
times, reduce the number of support tickets, and increase customer
satisfaction. -
Competitive advantage. Having a well-organized and easily accessible
knowledge base can set your business apart from competitors by demonstrating
your commitment to providing excellent customer support and efficient
operations. -
Increased productivity. A knowledge base can also help streamline
internal processes by providing employees with easy access to information
they need to do their jobs more efficiently. This can save time and
resources, allowing employees to focus on more important tasks. -
Cost savings. By reducing the number of support tickets and improving
productivity, a knowledge base can help save customer service costs and
internal operations costs.
Bottom Line
Follow the steps we outlined for you above to create the best knowledge
library and ensure that your customers enjoy a captivating customer journey
each time they decide to do business with you. Make sure your content is
easily accessible, and your knowledge base is rich with quality information
that customers can use to solve their problems in a flash.
