In this fast-paced world, people demand a quick response to their queries related to any product or service. They prefer to get self-service without waiting for a call or sending emails to customer support representatives. Besides, a well-organized knowledge base solves up to 90% of these customer issues without human collaboration. In this article, we’ll discuss how to build a knowledge base effectively to increase growth rate and awareness.
How to Create a Knowledge Base in Easy Steps
Building a knowledge base is essential for making consistent data, solving the customers’ problems, and making decisions. Consequently, it enables users to adapt to modern technology and enhances the chances of learning. Also, users save themselves from the possible hurdles and move towards an online repository of a company.
It is essential to create an SEO-optimized knowledge base that elevates customer engagement. In the following section, we’ll discuss a step-by-step guide to successfully building a knowledge base.
1. Generate Ideas for Your Writing Topics
Creating a knowledge base is a project that demands thorough planning. To identify content gaps, focus on common customer issues such as billing, checkout, and installation problems. You also have to extract this data from the support quests and even the competitor knowledge base. This research will produce a comprehensive list of potential article topics for inclusion in your knowledge base.
2. Select the Appropriate Writing Tool
Selection of the appropriate tool is a crucial step in building a knowledge base. Managing a knowledge base can be challenging, and you need the proper equipment to make the process of permissions, sharing, and access management seamless. Docuo is a lifesaver in this situation that assists in the documentation, writing process, and generating a directory for managing a knowledge base.
Moreover, it benefits users by transforming codes into winning documents, saving them time. You can also access the AI-assisted feature to write and save several documents.
3. Organize the Structure of Your Knowledge Base
The recommended knowledge base structure for knowledge base creation is a category-section-article, offering flexibility with every industry. The primary rule is to create a user-friendly, intuitive, and clear structure for the customers. All you need to do is fill in each category according to your business requirements with the logical subdivisions. Within these sections, such as “Getting Started,” add parts like “Pricing” and “Install the App.”
4. Determine the Knowledge Base’s Visual Design
There is no optimal design or universal template for an elegant knowledge base. Ensure that the design you choose for your company style is consistent. Utilizing customization options, the knowledge base should align with your website’s style guidelines. Common options include color schemes, custom header images, company logos, and links to key website pages.
5. Craft Content for Your Knowledge Base
To create a knowledge base effectively, the process of crafting the content of your knowledge base is of great significance. Focus on the single-use case, providing users with in-depth details in an explicit manner. You can add multimedia elements such as video demonstrations and screenshots for the understanding of the user. Furthermore, add boxes for special information and warnings.
6. Implement Search Engine Optimization
A well-structured knowledge base should be accessible both internally and externally. Users often search the web rather than relying on in-built tools. Also, you have to make your knowledge base indexable by search engines to attract new customers and provide helpful information. Other than that, you can adjust SEO settings for visibility and customization, including the right keywords, meta descriptions, and tags for each article.
7. Establish a Custom Domain and Shorten Links
Consider getting a custom domain for your knowledge base to give it a professional look. You can change the default domain provided by knowledge base tools to not give the impression that some third party is giving these solutions. This will help in generating URLs for your new articles and shortening them to a few words for clarity. Once everything is ready, hit the “Publish” button to make your site accessible.
8. Define User Roles, Permissions, and Access Management
Permission system and user roles are essential for securing and maintaining the knowledge base after publishing your content on your websites. Administrators assign roles and permissions, such as editing or reading-only rights, to the users. For this reason, choose a system that fits your needs and control access through restrictions such as whitelisted IPs or passwords.
9. Maintain the Currency of Your Knowledge Base
Product improvement is directly proportional to building a knowledge base with developments. You should maintain it on a regular basis by adding revisions to every release of the new product. In addition, if you make changes to your existing product, make a new version accompanied by an updated knowledge base. Afterward, you can give awareness to your customers about the component and product that is added or removed.
10. Integrating Your Knowledge Base with Customer Support Procedures
You can also integrate the help desk of your agents dealing with customer care services to make it more efficient. In this way, the customers will be given a new choice to solve their issues. This integration can add a link to your knowledge base on the Contact Us Page and Support.
Get Started Building a Knowledge Base with Docuo
In the above section, we have discussed the prime importance of choosing the right tool for knowledge base management. If you use Docuo to create a knowledge base, you can write any article or document and then share it with just a few clicks. It is an all-in-one documentation platform that is integrated with AI features. Also, this AI-powered tool eliminates fragmented workflows and unites tasks efficiently.
Moreover, the innovative document editing feature makes the process of writing seamless. Users can add images, videos, code, and more using this multi-functional tool. AI-assisted writing helps in making the content of articles automatically and creating documents with codes and directories. This AI tool helps in multiple ways for proper knowledge base creation and management in the following ways.
- Improves the documentation process.
- Consolidates tasks and removes work blockage.
- Stores and distributes knowledge bases.
- Enables collaboration to publish high-quality documents rapidly.
- Offers centralized documents for all products.
- Provides pre-designed templates of different themes.
- Optimizes responses, mobile friendliness, and SEO.