Your knowledge base is a very crucial ingredient in customer self service management and optimization. Yet, not many people take it seriously or do it right. In this article, we tell you the bottom line standing you need to have in mind with your KB articles.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Knowledge base has to be discoverable
The main reason why you write those many KB articles is so that customers read them, and potentially solve their problems without calling your call center. However, if this content is served in a manner that makes it difficult to discover, chances are, no one will ever find it regardless of the value in it.
People have to read it
One of the biggest mistakes most software companies make is create kb articles no one ever reads. You have to actively drive traffic to your kb articles using all kinds of tactics, like placing quick links on crucial product pages, using search engine optimization best practices, and promoting your knowledge base content where applicable.
Yonyx makes it very easy for you to adhere to the best practices as far as knowledge base articles are concerned. Take your time and learn more on how you can use it to better self service experience in your business.
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