A large amount of customer service support is now being created online. This gives businesses the opportunity to create a comprehensive knowledge base, or help content, which will guide customers without the need of live customer support.
Your starting point should be making content which is highly helpful and that people want to read. Without that, the purpose will be defeated and customers would skip right to contacting customer support without even glancing at your hosted help section. Here is how you can maximize the utility of your content for customers:
Flag Common Questions
To make your knowledge base content the best and most helpful, you must know which questions are the most common. Tracking these questions will not only help in deciding your content but also help in identifying problems which may have skipped your development team(s).
You must organize your content aptly. One excellent tool which you can use for this purpose is Trello. It lets you create “cards” listing the support questions from customers. It also tracks the number of people that asked a particular question.
The tool also allows you to set up boards, which is a collection of cards. This will allow your support team to view questions in an organized and open way to identify which questions can make up the content of the knowledge base articles.
Adopt Clarity in Writing
The best writing style to adopt when you are creating a knowledge base is to write your content clearly. Avoid using advanced terminologies which may not be understandable by the majority. Keep in mind that most customers who will be seeking help through your knowledge base do not want to be bogged down by your word usage. Rather they instantly want to find out the answer to their confusion/ problem.
The kind of content which helps customers most is giving clear instructions for re-direction. For example, instead of simply asking them to reboot, list the steps, which they can follow to reboot. Remember, that your help content is meant to take the burden off your client’s shoulders and decrease their frustration. Don’t simply assume they would know the steps to a certain location or settings to use a basic feature.
Make Your Content Easy To Browse
Along with being easy to read, your content should be easy to browse as well. Customers should be able to find the problem, read the solution, and fix the issue as quickly as possible. If things are not easy to find, the purpose is defeated again and they will contact support, which really isn’t what you are aiming for.
Don’t intimidate users with a page full of text. Designer Rafal Tomal suggests that by placing an emphasis on sub-headings and practicing liberty with line breaks, you will be on your way to creating a better reading experience for your customers. Pay close attention to styling and make it a point to use links, symbols, and bullet points where needed.
Following this simple advice when creating your knowledge base will help you to not only provide exceptional customer support without live assistance but step up your customer support experience as well.