Best Practices for Writing Help Desk Knowledge Base Articles

The writing of help desk knowledge base articles is something that needs to be done right. This is by fact considering the weight this department holds in any organization. For best articles it is prudent to consider the following practices.

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

knowledge base articles
Focus on creating effective knowledge base articles.

Counter checking the articles

The knowledge base articles are supposed to pass down the right information to the clients. Make a point of going through the entire article to ensure they carry the right information you need to pass across. Also check for key words and the general spelling mistakes before publishing it.

Put in mind the target audience

For every article that is published it should always have an intended audience within your customer base. Focus the writing to deliver information to people who rely on it in a precise manner. Remember to include their needs and considerations as per their demands, because every article is subject to quality delivery.

Ensure simplicity

The purpose of help desk knowledge articles should never be forgotten when it comes to writing them. Always keep it simple in every article, to avoid complicating yourself and company information. Write using simple words that can be well understood within your customer base.

With Yonyx, you can rely on great knowledge base articles that can improve your overall customer satisfaction scores.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

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