The next step is to arrange your notes into a structure that reflects the customer’s process as they’re using your product or service. The more of these issues you can check off in the article, the better. It’s a good idea to take a look at your old support tickets and talk with your support team to identify any pain points or customer questions that commonly crop up around that topic. Once you’ve selected a topic, jot down your main thoughts in bullet points to begin building an article outline. Make sure that you only have one article per specific topic-you don’t want to confuse people or by splitting things into multiple articles dedicated to the same subject matter. You should refer to your knowledge base content plan when selecting the topic for your article. You want to make sure that each article addresses a real customer issue and that the information is presented in a logical way. Plan your articleĬreating an effective knowledge base article takes some planning. It all starts with a little organization… 1. Well, you need a writing process that takes into account the reader’s frame of mind and makes every effort to make sure the reading experience itself is engaging and comfortable. What can you do to consistently write knowledge base articles that make it easy for customers to find the information they need? How to write an effective knowledge base article in 7 steps Thank you for your interest in RingCentral. That’s why, unlike blog posts, it’s generally okay for a knowledge base article to have a high bounce rate: a customer finds the article, solves their problem, and then gets on with their day. You don’t want people to have to keep searching on your website or Google after landing on your article just to piece together a complete answer. The goal of a knowledge base article is to solve the customer’s problem as quickly and as straightforwardly as possible. If this sounds like you, you might need an omnichannel customer service tool: Ideally, someone who isn’t already under a ton of pressure and distressed from juggling a Facebook Messenger conversation and Twitter DMs with five tabs open while taking a call. In these cases, you’ll need to have an actual human. For example: What are your weekend hours? (Although here we’d argue that a knowledge base article probably isn’t the answer either-this should be on your homepage and social media profiles)įor more complicated questions that are rare cases or are specific to the customer’s situation, a knowledge base article probably is not the answer.Instead of repeating yourself over and over, why not just have a page on your website where your customers can find the answer instead of clogging up your phone lines and inbox? Repetitive questions – These are questions that you get a lot.For example: How to set up your new home thermostat in 3 easy steps. ![]() ![]() Simple questions – These are the kinds of straightforward questions that can be easily explained in a few sentences and maybe a screenshot or two.Knowledge base articles are great for two specific types of questions: You shouldn’t have a knowledge base article for every single type of customer question you get. Now, let’s look at another way that businesses ask too much of their knowledge base articles. If you do have a customer service team, make sure they’ve got the tools they need to do a good job-namely some kind of contact center solution.
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