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Through a series of posts, we’ve been looking at the concept of customer self support, and how companies are using it more and more to handle routine customer experience issues, such as troubleshooting. In the last post, we looked at how knowledge bases, or articles that address common support issues, are a big part of a good self-support system, and we gave you general pointers on using them. Let’s take a closer look at knowledge bases, and how your business can use them.

In the last post, we highlighted the importance of updating articles in the base, as this ensures that as features and products change, your base will reflect that. Another good suggestion for revising your content is to have “was this helpful” button at the bottom of each page. If the customer found the information useful, then they click “yes.” If not, they click “no.” If an articles get one too many “no’s,” then it might be time to revise the article to make it helpful. Our final suggestion is to put yourself in the customer’s shoes when laying out both your knowledge base and support-system. This means keeping it free of clutter and making it easy to navigate. With these suggestions, using a knowledge base as part of your customer support system will reap benefits for your business.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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