How to create content for your customer care and support

by | Oct 24, 2013 | Knowledgebase

Customers are very different in the way they view products and services from different enterprises. Key thing is to understand your customers. Here is how you can create content to help a customer out there.

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

Create content that customers will find useful and valuable. Begin by writing about commonly asked questions from customers. Creating frequently asked questions with their answers as part of your knowledge base is essential. Keep on updating your knowledge base library for customers to locate the information anytime.

One thing to avoid is writing intimidating or overwhelming articles. There are customers that will be satisfied with the content while others need more advanced content from you. For this reason you should be able to create content that serves their needs appropriately. Make your content as simple as possible. Customers will not see the need of making calls for more explanations.

Everyone likes to read articles whose consistency has been maintained over many years. Moreover, articles written with a level of consistency and in a professional tone are encouraging to read. When creating your content, stick to the usual wording of past articles to avoid any form of confusion for readers.

The key strategy where customer care content is concerned is focusing in the customer’s decision tree. Does your knowledge base influence their decision making? We will help your business create and serve the best customer, self service information.

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