Learn how to write effective knowledge base articles to help customers solve their problems easily and quickly.
What is a Knowledge Base?
A knowledge base is an online database that contains information about a specific company or its products, services, or related industry topics. The data is collected either by artificial intelligence or by expert contributors who manually upload it.
A knowledge base can provide valuable information to customers, potential clients, and even employees. You can include important facts about each section, guidance on using the product or service, frequently asked questions, and original content that can provide detailed solutions.
Knowledge Base Articles
Knowledge base articles provide information about a specific product or service and serve as a guide to help users solve common problems. These articles often provide step-by-step instructions on how to use the product and all its features.
These articles can come in the form of written content only, or they can be in the form of visual data such as animations or videos. Knowledge base articles allow users to find information themselves and solve problems on their own, saving time for the customer service team as they won’t have to respond to repetitive questions.
Common types of knowledge base articles include:
- Frequently Asked Questions
- How to do something
- Troubleshooting guides
- Tool descriptions
- Industry information guides
How to Write a Knowledge Base Article
When a customer is looking for a solution to a problem, your knowledge base should make it easy to find the answers. It is important that your knowledge base articles not only contain the solution that the customer is looking for but also are formatted in a way that makes the answer clear and concise. When writing new articles for your knowledge base, refer to this guide for writing effective knowledge base articles.
Knowledge Base Article Templates:
How to do something
This type of article outlines the steps needed to complete a specific task or perform a specific function. It can help visitors solve problems they encounter with their products.
Frequently Asked Questions
FAQ articles include a list of questions about the same relevant topic on one page. They are usually displayed at the top of the page in a table of contents with links to jump to the specific question that needs answering.
Tool Descriptions
Tool description articles provide a brief overview of what a specific tool or function is. Instead of answering questions or clarifying steps, they tell you exactly how something works.
User Guide
User guide articles are comprehensive long guides covering a whole tool or function. They include information on using each feature to give you a thorough education about the tool or function.
Quick Answers
Quick answer articles are similar to user guide articles. They are also comprehensive long guides covering a whole tool or function. However, the difference is that quick answer articles include a table of contents in the form of links to jump to the specific topic you want to learn more about.
It is always helpful to include screenshots as examples of any tools, functions, steps, or recipes that may be difficult to explain in words. When showing text alongside an image, readers can follow along with their progress on their product while reading your knowledge base and compare their progress.
Build your knowledge base and empower customers to solve their problems while enabling your service team to work efficiently. Make your articles clear, descriptive, and easy to navigate, and add helpful visual aids to ensure you produce a source of information that delights customers.
Source: https://blog.hubspot.com/service/knowledge-base-article-templates
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