4 Tips for Knowledge Base Content

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4 Tips for Knowledge Base Content
Just bookmark it, is the new just-write-it-down.
But we do both. We use Post-its, handwritten
to-do lists, scribbled notes, and many such
things. Digital bookmarks and dozens of browser
open tabs. Anyone who tries to get any personal
information organized and accessible at the
moment knows that it can be challenging and
unproductive.
Product knowledge base provides customers with
the information they need in a less challenging
way. It is not as complicated as you think. You
can create, curate, and share effective
knowledge base articles. You can easily do it if
you
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• have the right guidance and tools like a
  knowledge management portal.
• Best practices for knowledge base articles
• By providing a knowledge base to your customers,
  you are enabling them to find quick solutions
  and reduce inefficient call center performance.
  Knowledge base requires proper planning and
  design actually to be able to help. Otherwise, it
  will not serve your agents or customers and
  create chaos, not to mention your customers will
  leave with even more problems than they came
  with.
• We all want to provide our customers with
  informative, engaging, and clear content these
  best practices can work wonders.
• Create level-based content
• Does your knowledge management portal provide
  customers everything they need? Think from the
  perspective of all kinds of users, from beginners
  to experts. Yes, even experts have something to
  learn from the knowledgebase. Start from how-tos
  and step specific instructions for beginners and
  go from there.
• Experienced users ignore those to get the
  information they need. If one article does not
  work for both user types, you

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• can also split the information according to the
  topic/problem into different articles and then
  link all of them to the original one. This way
  you are creating a series that takes the user
  through a journey of the product or service.
• Anchor links
• Putting links inside articles in your enterprise
  knowledge portal is a great way to allude to
  something that you might not want to fully
  explain in the article but is necessary. Use
  relevant keywords for the links instead of saying
  click here. The user should be able to know
  why there is a link there and what it leads to
  before they click on it. These links are useful
  in lengthy articles so people can click on them
  and jump to the exact information.
• Create simple content
• BY 2025, 3/4 number of people are expected to
  come online via their smartphone. Take a look at
  the style and UI/UX of your article and content
  and the k nowledge m anagement portal as a
  whole. Make sure it is smart phone friendly.
  Look at it from a formatting POV, big blocks of
  text in small paragraphs, bullets, numbered
  lists and callouts,

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• CTAs. These things will make your content more
  approachable.
• Short articles are a good choice for knowledge
  base articles. People need these articles to
  answer questions in the moment rather than spend
  time reading long forms. Keep the language
  simple and approachable. Put yourself in your
  readers shoes to choose topics based on pain
  points. Two good sources of titles are recent
  support tickets and customer search terms.
• Finally, images, GIFs, and explanation videos are
  strong ways to reinforce your support articles.
  They also help you provide your audience with
  pauses between paragraphs and an excellent way
  to engage them.
• Structure the articles properly
• Treat each article like a mini onboarding
  process. For example start by using simple
  words to describe a problem, and then use an
  example to show customers how to solve it.
  Solution articles are to help, even though it
  might be tempting to use them to sell, keep the
  focus on the instructions and the features that
  each article is about.
• Create content that adapts to the customers
  workflow. Take them on a journey from one point
  to the other based

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on the natural flow of your product. Give people
easy solutions first as often they work the
best. Keep things moving, and dont give
alternative solutions as that can confuse them.
Place related content with each article or video
so the user can quickly get to those. Conclusion
Technology has made companies more accessible to
customers, and now they are used to getting all
the answers immediately. It has also helped
companies scale much faster. With fierce
competition in products, customer happiness has
become a factor in measuring a companys
success. And self-service via portals helps with
that a great deal.
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