Knowledge Base Best Practices for Leveraging Self-Service

10 min read
Dec 19, 2022
knowledge base best practices

Self-service knowledge bases can be incredibly helpful for improving customer satisfaction, and the best practices for leveraging them mustn't be overlooked.

When implemented correctly, they can help customers quickly find the answers to their questions without having to contact customer service, saving you time and improving satisfaction.

To ensure your knowledge base is as efficient as possible, focus on:

With these practices in place, customers can easily access the answers they need and you can save time while improving engagement.

A comprehensive understanding of customer needs is also an important practice for knowledge base systems. Understanding your customers’ goals and pain points can help you develop content tailored to their experience, resulting in higher engagement and satisfaction.

Sounds interesting? Let's dive into these areas with more details.

Start with Understanding Customers’ Needs

Before diving into knowledge base best practices, it is important to take the time to understand your customers’ needs. This will directly translate into how you build, organize, and maintain your self-service platform.

Taking the time to consider what matters to your target audience and how you can meet their needs can make or break the success of your operations.

It is worth investing the energy and resources upfront in order to set yourself up for sustainable results down the road. Let’s talk about starting with understanding customers’ needs!

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Comprehensive understanding of customers’ needs can lead to enhanced customer satisfaction

Having an in-depth knowledge of your customers' needs can be integral to customer satisfaction and even broader support strategy.

A customer facing knowledge base should begin with questions that explore pain points and areas for improvement, what their desired outcomes are, and any demographic information or insights about their target market.

It is then up to the support team to properly interpret this knowledge and provide the most appropriate support and solutions that meet customer needs.

This way customers have confidence that their requests will be handled properly and in a timely fashion, leading to increased satisfaction and improved relationships.

Being able to understand a customer's needs on a greater level allows for further dialogue and opportunities for growth between both parties; resulting in successful collaboration.

Understanding customers’ needs can help in designing a knowledge base system

Understanding customers' needs is integral in designing a knowledge base content, as it helps businesses to accurately anticipate and meet customer expectations.

Capturing best practices and closely tracking customer feedback ensures that the knowledge base is tailored to their requirements. This can include self-help content that resonates with the user and respond easily to possible issues without the need for manual intervention or requiring resources from a business's team.

Additionally, having an effective understanding of customers presents opportunities to optimize what knowledge is included in the database so that it fits the customer journey, making sure information is easy to find and understand.

Taking this approach can result in a more effective, comprehensive and smoother experience for all customers.

Best Practices for Maintaining an Up to Date and Organized Knowledge Base System

Knowing how to maintain an up to date knowledge base system should be one of the top knowledge management objectives on any organization's list.

In this next section, we’ll share some detailed best practices for doing just that. We’ll discuss tips for maintaining a knowledge base system as well as strategies for updating it periodically.

Finally, we’ll review best practices for organizing and structuring knowledge resources within the knowledge base.

Together, these tactics will help maximize the power and usefulness of your knowledge management initiatives!

Tips on how to maintain a knowledge base system

Keep writing content

A knowledge base is a powerful resource for support teams and customers alike. Adding knowledge base articlesregularly to keep it updated is an extremely important task.

By including knowledge base articles in the knowledge base system, any alterations or developments in business operations are instantly reflected and accurately conveyed.

Keeping knowledge base articles current allows customers to quickly access helpful information, allowing businesses to maintain efficient customer support systems.

Following this protocol enables organizations to continue operating at their peak potentials while navigating any changes along the way.

Ensure support efficiency

An effective support team is essential for any business, and one of the easiest ways to improve support efficiency is by ensuring the information they use is as relevant as possible.

Access to current and accurate data gives support agents the ability to respond quickly and concisely to customers, allowing them to find solutions faster and minimising wait times.

Of course, it also goes a long way in enriching customer experience. Utilizing resources such as help center articles or improved tracking quickly pay off by helping support teams keep the right information at their fingertips, making operations run much more smoothly and efficiently.

Keep your articles consistent

Having a consistent filing structure helps ensure that all support staff is quickly accessing the same information at all times, regardless of when they need it.

With strict support guidelines in place to manage the accuracy of all information maintained within the system, your knowledge base can be used as one of the most efficient customer support tools available today.

knowledge base style guide is also a helpful resource to create, as it will ensure that every knowledge base article is consistent from the get go.

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Strategies for Updating the System Periodically

There are many strategies you can use to make sure that the information in your system stays current and accurate.

Audit your knowledge base

Knowledge base management is an important component of knowledge sharing. It involves implementing processes and systems to ensure knowledge, be it in the form of documents, product information, how-tos and FAQs, is readily available and easily accessed by both internal and external stakeholders.

To guarantee knowledge specific to an organization’s products, services or operations remain timely and accurate, it is essential to conduct regular knowledge base audits.

During a knowledge base audit process, the content needs to be reviewed for relevancy, accuracy, consistency and; any necessary changes should be implemented immediately.

Auditing your knowledge base ensures knowledge remains pertinent so stakeholders are provided with the best self service content regardless of when they access it.

Create content based on support tickets

Creating content based on customer requests can be a valuable asset for improving customer experience.

This method not only allows you to provide valuable resources to your customers, but also gives you the opportunity to anticipate and resolve common issues before they arise. It is an effective tool for resolving customer pain points and ensuring a smooth support journey.

When creating such content, ensure language and style used are professional and in line with your tone of voice.

Employ article templates

Creating relevant article templates for your team is a great way to make sure everyone has the same, consistent information at the ready. This can help support reps save time when responding to questions.

A good template sets a friendly conversational tone, has all relevant information, and is easy to access anytime one of your support reps needs it.

Plus, it takes the effort of typing out the same piece of information over and over out of the equation, so that they can spend more time providing quality support.

Develop a content strategy

Creating a content strategy for your knowledge base is an important step to make sure you are constantly improving the accuracy and content quality for your customers.

With a good plan in place, you can solve problems quickly by providing comprehensive information whenever necessary. It's also great for staying organized and ensuring no topics or questions get left unanswered.

All of these details that go into a knowledge base content strategy are what separates the well-informed from the weak on a subject. So take the time to craft an effective strategy and make sure you're up to date with all the changes and issues presented.

Best Practices for Organizing Knowledge Base Content

Keeping track of your knowledge base content and making sure it’s organized in the best way possible can be daunting, but there are great tools out there to help simplify the process.

Improve searchability of your knowledge base

If you want to make sure that searchability is not an issue, ensuring your search bar can be found in an accessible location can help users quickly find the answers they are looking for.

Making sure search bar functions properly is paramount to providing access to valuable content stored in the knowledge base. Using key terms in articles can help improve searchability as search engines can pull keywords from that article more easily than titles or general phrases.

Add images and screenshots

Adding visuals to your knowledge base, like graphs and screenshots, can have a big impact on how engaging it is for users.

These images break up the blocks of text, adding visual elements that draw attention and make a huge difference in helping people digest information fast.

Screenshots are particularly useful if you're walking someone through a digital task - that way they can see precisely where their cursor needs to go!

It might take more effort to incorporate these visuals, but it pays off in helping users get the most out of your knowledge base.

Don't forget the mobile devices

When publishing your company knowledge base, it's easy to focus on desktop users and forget about the growing number of readers who are using mobile devices. Don't let this happen!

Make sure that your knowledge base homepage is always optimized for mobile so every reader has an easy experience as they search for what they need. Mobile-friendly navigation ensures easier access to the wisdom and information you share with your audience; so double-check that readers can tap, swipe, and zoom without hassle.

You'll be glad you took the extra time to make sure everyone can access the knowledge easily.

Write Knowledge Base Articles that Aid Your Support Team

Creating an effective knowledge base article is essential to the success of a knowledge base system.

By delivering relevant, accurate content quickly and efficiently, knowledge base systems can be extremely beneficial for customer service improvement.

From reducing time spent manually sorting through various individual knowledge bases to establishing processes for content creation, there are best practices that should be considered in order to get the most out of a knowledge base system.

Once you have created your knowledge base content and made sure it is organized properly and easily searchable, customers won't need to wait for answers and businesses can provide improved customer service experiences without breaking the bank.

Implementing these best practices will help ensure your knowledge base has everything necessary to improve customer service experiences.

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With our amazing knowledge base software, you'll be able to get your customers the help they need quickly as well as give them an effortless way to find answers on their own. Plus, our knowledge database is easy to manage and intuitive, unlocking powerful insights that can help drive your business forward.

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