How to write an effective Knowledge Base Article

There is no better means of customer service than enabling the customer to help himself. Yet, very few companies have mastered the art of writing effective knowledge base articles. We at HappyFox strongly believe in providing strong self-help tools to our customers. We have summed up some of the knowledge base related pointers that have worked for us and we hope they work for you too.

Webinar: How to Build an Effective Knowledge Base

Know your audience

When we write HappyFox knowledge base articles, we try to think from the customer’s point of view to ensure that the article is easily understandable even to a beginner and not just for a seasoned HappyFox user. The article is broken down into simple and clear steps that highlight each and every action the customer has to do to resolve the issue.

#Purpose #Ease

Organize and systematize

If finding the right knowledge base article itself is an ordeal, customers will immediately lose patience and reach out to your support team. Organize the articles in hierarchical fashion, provide the suitable categorization for each article, so that when customers get to your knowledge base, they do not take too long to find the solution they require.

#Focus #Hierarchy

Short, concise and precise

HappyFox knowledge base articles are all about being crisp and clear. We believe in giving the customers just the exact steps required to resolve issues and not have them go through pages and pages of information just to find one solution. Bulleted points are most prefered.

#Concise #Precise

Factually correct and complete

The information you provide has to be factually correct and and each article must be complete in the sense that it solves a problem or two. If a customer faces an issue while executing your steps, there is something wrong with the article. Avoid ambiguity and cover the depth of every topic to keep your customer from looking through more articles.

#Depth #Factual

Simple and straightforward titles

The title is very crucial for the article. The concise, precise and systematic article to understand how to embolden font in your HappyFox ticket messaging section’ is probably not the right way to title an article. ‘How to change your HappyFox font to bold’ is a little simpler and exponentially easier to understand for the customer. Keep it actionable as far as possible.

#Title #Simple

Sneak in the keywords

Even if you have really good knowledge base articles, you need search engine optimization for Google to find your article. Make sure you include the right keywords for your article. If you use incorrect keywords, it might turn up when the customer is searching for something else and this could frustrate her further. HappyFox knowledge base offers a simple way to make your KB articles SEO friendly if you would like to try.

#SEO #Keywords

Support articles with pictures and videos

Your article might be extremely comprehensive, but might still not do the trick because the customer is not sure if the steps s/he is executing are right or not. Therefore, attach collaterals like relevant screenshots and videos so that s/he can cross-check the progress with each step by looking at the screenshots/videos.

#Collaterals #Screenshots

Add links to related articles

When you look at the HappyFox knowledge base, you will find related articles being shown on the side, so that when you are done resolving one issue and in case you have another similar issue, you can find solutions for that also on the side. It also has the added advantage of keeping the user engaged on your site for longer.

#Relational #Engagement

Add tags

This was pretty obvious. As emphasized by the post, it is helpful to add tags as they contribute both to indexing and also lets customers quickly know what the article is all about.

#Tags #Indexing

Knowledge Base Features

Editing and proofreading

When writing knowledge base articles, it is important that one edits and proofreads the article to check for mistakes because if there are any, it could hinder the self-help process for the customer and s/he will decide to approach your support team. Worse, s/he will lose faith in your knowledge base and completely refrain from using it again.

#Edit #Proofread

Share and gather feedback

Most HappyFox knowledge base articles have gathered good responses only because HappyFox customers have found them useful and shared them on social media for the benefit of other customers. This not only increases the visitors on your knowledge base but also brings about better awareness about your self-help center.

Finally, it is vital that you ask your customers if they found the article useful. Encourage customers to inform you in case they faced any problems, so that you can rectify the same for them and help enhance the impact of your knowledge base.

#SocialMedia #Feedback

If you have any comments/feedback, you are welcome to share them and we will be happy to respond to you.

Murali Satagopan

Customer service blogger, HappyFox enthusiast.