How to Write an Effective Knowledge Base Article


knowledge base article

This article contains a list of Microsoft Knowledge Base articles that you can use to help troubleshoot issues that you may experience when you try to upgrade . How to Write an Effective Knowledge Base Article Sometimes the best support means getting out of your customer’s way. A knowledge base can be a customer’s best friend during the “help me help myself” phase of exploring your Gregory Ciotti. Oct 27,  · If this behavior occurs, you receive a message that advises you to restart. For more information about why you may be prompted to restart your computer, click the following article number to view the article in the Microsoft Knowledge Base.

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Find HubSpot apps for the tools and software you use to run your business. Read marketing, sales, agency, and customer success blog content. Hear from the knowledge base article that use HubSpot to grow better every day.

Create apps and custom integrations for businesses using HubSpot. Find training and consulting services to help you thrive with HubSpot. Get up-to-date research and data on hot business trends.

Take courses on the latest business trends, taught by industry experts. Get a primer on how inbound helps your business grow better, knowledge base article. Get help if you have questions about using HubSpot software. Find a partner in our global community of service providers who can help you grow. How can I help more customers in less time with the same quality of service? Enter customer education, otherwise known as self-serve customer service -- or best-known as a knowledge base.

A knowledge base is a library of information about your product or service. It helps customers find answers to solve problems on their own and -- if you do it right -- a good knowledge base can scale out your customer support program while improving the overall customer experience. It might sound surprising, but the fact is, users want to find answers on their own. You can benefit from a knowledge base because it saves you time spend repeatedly answering the same basic questions over and over again.

This guide will serve as a comprehensive resource for creating and managing a knowledge base. A knowledge base is a self-serve customer service library that includes information about a product, service, or topic, knowledge base article.

Customer service organizations exist to improve the customer experience. They ways they do this can vary, but it usually starts out with some sort of ticketing or case management system. When a user has a question or an issue, they get routed through this system and can get an answer through various channels, including email, live chat, social, etc.

All of this is reactive. For example, if you work at a photo-sharing startup, you might get the same question about how to upload a photo dozens of times per day. This repetition is valuable, knowledge base article, of course, knowledge base article. It shows you how your user experience may or may not be intuitive and how it could be improved.

This is where customer service organizations become aware of the need of knowledge bases. Scaling out your customer success initiatives allows you to be more proactive in creating happy and successful customers -- and it saves customer service reps valuable time. And you already know that leads to business success Source: HubSpot Research. A knowledge base allows you to create self-service customer support content around recurring topics, issues, and themes.

Returning to our photo sharing app example, why not simply create an article to explain the process of uploading a photo? That way, a user can search for and find this article, knowledge base article, or you can simply knowledge base article them the article via your regular ticketing system to save time.

Source: SuperOffice. It knowledge base article also include functions like a frequently-asked questions FAQ section, a user forum, articles, knowledge base article, white papers, how-to articles, video tutorials, case studies, knowledge base article, and dictionaries or glossaries -- essentially, anything that helps customers understand and use your products or services. Technically speaking, a knowledge base could also fall under a few broader use cases.

In most contexts, we think of it as an online knowledge base, something that helps customers knowledge base article answers to common questions. But you could also set up an IT knowledge base or an internal company knowledge base to help your employers learn how your organization operates, discover benefits and HR information, or get answers to common IT and technical questions.

At its core, knowledge base article, no matter the purpose, a knowledge base simply helps users discover answers and achieve success in their endeavors. First, knowledge base article, the customer has knowledge base article actually be able to find answers to their questions. This brings user experienceknowledge base article, knowledge base article, architectureand even SEO into the mix.

Second, they need to be able to understand the help documentation, knowledge base article, and to be able to take action based on the information. However, there are best practices for building a knowledge base and measuring its effectiveness.

Most of these start out at a high-level, almost like a traditional home page for support-based content. This example from Evernote displays that clearly:. You can also check out their other support options like tickets, social media, and their community.

Discoverability is incredibly important knowledge base article it comes to knowledge bases. If a user has a problem, can they find the solution? Key focus knowledge base article here should be in sifting the most popular articles to the home page and making them prominent, as well as improving search functions so users can find their specific problems.

Without diving too deeply into information architecture or user experience designI want to cover briefly what a good experience might look like with regards to your knowledge base. We're Wistia. We provide business video hosting to attract, engage, and delight. Thanks for reporting a problem.

We'll attach technical data about this session to help us figure out the issue. Which of these best describes the problem? So navigation and discoverability should be a primary focus, knowledge base article.

Writing knowledge base articles is not unlike writing educational blog content. In both cases, you want to attract readers with a strong and clear headline, give lucid and helpful instructions, knowledge base article, and allow them to walk away with new information or ideas.

Therefore, we can come up with a few general guidelines for writing knowledge base articles:. Essentially, the same writing principles that apply to blogs and other nonfiction, instructional formats apply to your knowledge base. Be clear, specific, and descriptive. The addition here is simply to link to as many helpful resources as possible and to prioritize readability and understandability over complexity and nuance. What about video content? People learn in different ways -- some prefer to read, while some prefer to watch.

Here's how Craig StossTechnical Support Manager at Vidyard, explains the benefits of using video content in your knowledge base:. By describing visually, and verbally the actions you wish your users to take, you enable a wider set of your users to be successful. Difficult steps can be shown in place of complicated diagrams, or large lists of written steps, knowledge base article.

Text translations can be expensive, and can lose specific meaning in translation especially with proprietary terms or deeply technical or industry specific terms. Text also assumes your user reads and understands at the level of the author, which can lead to confusion and frustration. Video removes these barriers by showing and not telling. Customers' want to self serve and video is an increasing method to do so. Videos within articles should average between seconds long.

As I mentioned, it's best to use a combination of both. Text-based content is more likely to rank on search engines, making it more discoverable to customers searching for solutions. Video content generally allows for more visual tutorials and step-by-step walkthroughs -- although video content can rank on YouTube, knowledge base article, which is knowledge base article second-largest search engine after Google itself. No matter which format you choose to do, make sure you add some sort of visuals to your content.

Usually, simple screenshots with annotation will suffice. Here are a few more tips on making video content work for your knowledge management from Craig Stoss:. These videos will increase your customers' ability to self serve, improving customer satisfaction and reducing your caseload all while reaching a wider customer base in the medium they want to use.

Vidyard put together a great article on how you can better utilize video in your customer education if you'd like to read further. You can also find bottlenecks in the user experience of your website using tools like HotJar or Usabilla, or even simply by running some user tests to see where people struggle to complete tasks. The main priority here should actually be to improve the core user experience to remove the usability bottlenecks, but in the meantime, you should definitely still consider writing help documentation to ease the process.

No user experience will ever be perfect for all people, and if some are struggling with a task, knowledge base article, you can improve their experience by giving them self-serve documentation to figure it out.

Finally, you can find insights for knowledge base articles in your Google Analytics setup, knowledge base article. We analyze article traffic, contact rates, and search queries from our help center, then compare it to customer support email data to uncover recurring themes and surface language patterns to create targeted content that resonates with customers. We specifically focus on data from support emails that present self-service opportunities—common themes that can be answered in only 1 or 2 replies from our customer support team, knowledge base article.

If a question can be answered efficiently over email, knowledge base article, it can likely be solved by self-service content, which means we can make a measurable impact with content improvements in our help center.

Source: Optimizely's Optiverse. When you scroll further, you see the crazy breadth of topics they cover here…. Good mix of images, video, and text as well …. You can also see that they frequently link out to other helpful sources within the knowledge base article content as well as on the sidebar. This helps users find solutions to related issues. Through experimentation, we questioned common assumptions about how knowledge programs should work and explored search-first vs.

What we have today is a knowledge base that not only helps customers answer support questions easily, but also serves as a competitive differentiator in the market. When you have a question about Optimizely or optimization, even if you're coming in through organic search, Optiverse is often the first stop. This builds our knowledge base article and prospects' trust, and shows that we're experts in the field of experimentation. I like the visually prominent search bar and the clear topic categories.

Source: SurveyMonkey Help Center. In addition, you can see a visually prominent sidebar module to sign up to get faster service, knowledge base article well as a less prominent module to contact them for support as knowledge base article last resort, presumably.

When searching, it also helps to have a good autocomplete system to suggest possible questions your user may have.


The Ultimate Knowledge Base Article Template (Infographic)


knowledge base article


A knowledge base (KB) is a technology used to store complex structured and unstructured information used by a computer system. The initial use of the term was in connection with expert systems which were the first knowledge-based systems Original usage of the term. The original use of the term knowledge-base was to describe one of the two sub. VMware Knowledge Base. See What’s new Welcome to an Improved Knowledge Base. Save Filters. Save filters and have them enabled the next time you search. Feedback. Feedback has been updated with a “thumbs up / thumbs down” functionality. GOT IT. Articles Recommended for You. No results for undefined. CONTACT SALES. So navigation and discoverability should be a primary focus. Once you’ve got those aspects down, you can start optimizing your process of how to write a successful knowledge base article. Writing knowledge base articles is not unlike writing educational blog content.