How to make your Knowledge Base more searchable

If you have followed our Knowledge Base blog series, you must have learned the HappyFox techniques to write a knowledge base, and also how to improve it.

The most vital component of a knowledge base is not just the information in it, but how accessible it is to your customers. To improve accessibility and make it searchable, there are some pointers that need to be remembered.

Choose the right title for the article

The title is what draws any reader to an article. Therefore, you need an intuitively searchable title. There are two ways you can do this.

1. Address a problem

When HappyFox users come to our knowledge base, they come having their problem in mind. Therefore, the title should directly address the problem. ‘Workaround for HappyFox Smart rules not working on Chrome browser’.

The above title mentions what their issue is and if they type ‘HappyFox Smart Rules not working on Chrome’ on the HappyFox Support Center, this will be the first thing they’ll find.

2. Provide a solution

The title of the article can also mention the solution so that people looking for one will land up on the right article. ‘How to enable Smart Rules on Chrome Browser’ is an example. Words like ‘How to’ and ‘Tutorial’ are commonly searched terms. Therefore ‘A tutorial on Smart Rules in HappyFox’ will also be a suitable title for the KB article.

URLs matter too

The same pointers about titles matter in URLs too. When you create a URL for a page, there are three things that have to be looked into there as well.

  • The URL should also contain the relevant keywords for the article
  • Use similar strategies like addressing a problem or addressing a solution in the URL
  • Keep it short, simple and just enough for readers to understand and search engines to index
  • URLs must follow a logical and semantically correct hierarchy

The importance of keywords

It could be an extremely informative article with the most attractive title and really good explanation for each step. Yet, it could be a colossal failure without the right keywords that people are actually searching for.

Title optimization

Search Engines allows only a maximum of 65 characters in your title. It could be longer but Search Engines will shorten down to 65 anyway and it is wiser to pack in all your necessary keywords into these 65 characters.

Description optimization

A meta description or search/preview snippet appears below the link on the search engine results page (SERP) to tell searchers what the page is about. It increases your click-through rate and, with the right keywords, persuades searchers to visit the page. It can be up to 160 characters.

What are keywords?

Time and again, not just in this article, we keep hearing the term ‘keywords’. Keywords are basically the words that Search Engines will index from every single field in your article including your title, URL, description, body of content and tags.

‘Keywords are the most important terms that a person searching for that specific purpose will use.’

For example, a HappyFox article called ‘How to use Smart Rules for ticket assignment’ will have the keyword ‘Automate’ because this is about automating ticket assignment.

Your keywords can contain

  • Product/Service related keywords. Eg: ‘Automation’
  • Feature related keywords. Eg: ‘Smart Rules’
  • Technical industry related niche terminologies
  • Common issues/problems/incidents/bugs
  • Solutions to issues
  • Customer Speak

Add the right tags

As emphasised in our previous posts in this Knowledge Base series, tags are very important both for lending value to the post in terms of what it contains and also to make it more searchable. Tags, like keywords, are crucial points that the article is addressing. Taking our previous example, #SmartRules and #Assignment are suitable tags.

Internal Linking

It always helps in making articles more searchable if you have linked other relevant articles. For example, a HappyFox Knowledge Base article about Smart Rules will be linked to another about ticket assignment, so that readers will find it easier to gather more information without to search elsewhere. The keywords on the Anchor link text will be indexed for search engine results.

Images and ALT tags

Remember those images that are added in Knowledge Base article to increase understanding? They have SEO value too.

  • Image ALT tags tell search engines what the image is all about.
  • It should contain the relevant keywords that explain what the image contains.
  • The image file name is also very vital as search engines index the file name for keywords.

Keep the above tips in mind while writing your next knowledge base article and you will have no worries about your end users landing up on them.

Webinar: How to Build an Effective Knowledge Base

Murali Satagopan

Customer service blogger, HappyFox enthusiast.