How to improve your knowledge base articles

by | Oct 30, 2013 | Knowledgebase

Your knowledge base plays a big role in how successful your customer self service experience is. Research has shown that content is everything right now and businesses must put their all in creating a knowledge base that can help their customers.

Related Article: How decision tree driven interactive guides are better suited than knowledgebase articles?

While many businesses do their bit in creating useful knowledge base for their customers, just a few really get it right. These tips will help you improve your knowledge base.

The first thing you must do is tailor make your knowledge base from your ultimate consumer: the customer. This way, you’re most likely to answer customer needs and queries just like you want them (without being physically engaged). In addition, tailoring your articles with what customers want ensures that you’re adoptive to everything that is changing in your industry, including sentiments and competition, for the benefit of your customers and business.

Related Article: How call center agents use interactive guides instead of knowledge base articles to bring smiles to your customer?

The other way to improve your knowledge base is to let your best people write them. Use your best customer support representatives to do this. By doing this, you can create complete articles customers find useful enough, to not only call in with their problems, but improve their experience and save your business money.

Publishing Yonices (optimized customer self service articles, videos, guides, charts, etc) on your website can improve your customer experience in whatever industry you operate. We will help you optimize your self service experience.

Learn about a new approach to better customer service!

Interactive Guides for Superior Customer Service

Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as https://customer.yonyx.com/. Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!