In this article, we will discuss the importance of the knowledge base in empowering customers and how to analyze it. We will also review some tips and tricks to make your knowledge base as useful as possible. We will start by talking about the importance of the title in the article and how it can increase the article’s discoverability. Then, we will discuss how to improve the readability of your knowledge base text. We will also cover the use of images, videos, and animations to clarify information. Finally, we will talk about how to measure the success of your knowledge base and analyze it.
The Importance of the Title in the Article
The title in the article is important as it helps the reader know the content of the article. The title can also contribute to increasing the article’s discoverability and improving its ranking in search engines. Therefore, it is preferable to use a question as the title of the article, as most people tend to type a question into the search engine instead of single words. If your title matches what people are searching for, you have a greater chance of your article appearing in search engine results.
Improving Readability
Your knowledge base text should be optimized for readability. This means it should be simple and easy to understand. Do not add jokes or personal stories to attract the reader. Just present the basic information that the learner needs to find a solution to their question. The text should also be in an easy-to-read font, and use bullet points and spacing appropriately. Use bullet points often, as they are easier to read than long paragraphs. Additionally, images, videos, and animations should be used in the article as much as possible. Everyone learns differently, and using images and videos can be helpful for some people to better understand the information.
Measuring the Success of the Knowledge Base
It is advisable to add a feedback mechanism at the end of the article. A quick question like “Was this article helpful?” can be used to gather useful feedback to determine whether the article solved the reader’s problem. Additionally, you can review customer support reports to see if the volume of tickets has decreased after implementing the knowledge base. Was the knowledge base mentioned in customer satisfaction surveys? Through this evidence, you can measure and analyze the success of your knowledge base.
The knowledge base is a great way to start providing self-service. A knowledge base can increase your company’s efficiency by empowering users to find answers to their questions themselves, thereby increasing the turnover capacity in your business process. Good luck!
Source: https://blog.hubspot.com/customers/dissecting-your-knowledge-base
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