Self-service is what it is all about these days, making it easy for customers to find information quickly and easily.
However, a knowledge base takes time and effort to get it started, as well as maintenance over time, which often brings up questions like:
“Where do I start?”
“Where can I find examples of quality knowledge bases?”
“Does it really make a difference?”
Rather than sit and ponder, we have collected some of the top knowledge bases built using the Groove knowledge base for you to check out and have also gotten helpful tips on how to make your self-service options create a wonderful customer experience.
Choose a template and add custom icons, colors, text, menus, and categories to make it appealing and consistent with your brand.
Be creative and use a variety of content types for all types of users. From code samples, to videos and images, different mediums can help a large audience.
Bells and Whistles:
Help your customer be heard and offer a contact form or rating scale in each article.
We asked our knowledgeable creators for a few of their top tips, and here is what they had to say:
How do you help your customers find your knowledge base?
“Through a link on our site, a widget that pops up in the bottom left hand corner of our site, and by buttons on different pages.”
“With a custom domain, we will add the domain in all outbound emails and also add a sticker on our products.”
“Our marketing emails have a large amount of direct links to our knowledge base. If they have a question, they can find the answer right there.”
Do you feel that your knowledge base reduces the amount of customer emails you receive?
“Yes! Self-help is very common now as people would rather fix it themselves over calling or emailing, no waiting needed.”
“Absolutely. If we did not have our documentation available for customers, we would be bombarded with emails. Our knowledge base saves us redundancy and makes our customer priority.”
“We have reduced both phone support and email support by carefully documenting the top needs for our customers. We also add in extra information and links to other products we use to make sure they get the best out of us.”
How much time did you spend creating your knowledge base and was it worth the investment?
“We had internal documentation that we had been collecting for years. The toughest part was organizing it to make it public. It took us about 4 hours to organize hundreds of Word and Google docs, and then about one business day to get all of it published, and we maintain it monthly.”
“Starting from scratch was tough, but we knew customers asked the same questions over and over, and that is where we started to build. We create new articles daily! We have one dedicated team member we report to, and they do the publishing, so our process works great for our small team.”
“Rome wasn’t built in a day, but our knowledge base was. Our support team dedicated a full day to get it together and it was the best project for them. They aligned, supported each other, and enjoyed serving our customer base.”