Knowledge base tool
How a knowledge base can revolutionize your customer experience
Internet businesses are, in a sense, always open. Customers interact with your website 24/7, and when they have a question, they want an answer that minute. That's why an intuitive, well-designed knowledge base like Zendesk Guide is essential.
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Great for customers, great for employees
How to create a killer knowledge base
- Understand your user. Map out your target audience and the questions they have in granular detail—then build a knowledge base that is responsive, intuitive, and intelligent. Zendesk Guide offers a knowledge base that is simple and incredibly easy to customize. You can then measure how well the content is connecting with its intended audience: the platform knows what users are looking for and whether they're able to find the right information via in-built reports, allowing you to continually improve the user's experience. To make things even more localized, the platform can translate content into more than 40 languages.
- Understand your end goal. Consider what questions your users are most likely to need help with. Is there a way to put the answers to the top few questions front and center? How will your users find answers to more nuanced, complex questions? Can even the most beginner user have a successful experience navigating your knowledge base? And most important -- what kind of impression about your company does your knowledge base give the user? Does your customer support come across as helpful, providing the information clearly and succinctly? Or is your system a frustrating maze that will make a bad impression on your user? Since the knowledge base will be frequented by customers who are curious or even frustrated with your product, spend some time considering how to make the experience a positive and genuinely helpful one.
Extend Your Reach
The right knowledge base software can help your employees and customers avoid boatloads of time and frustration, but you've got to execute the technology well. If you can anticipate your users' needs with agile and intuitive organization, you'll have an invaluable information resource that you can update and improve with ease.Proaktiv werden
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Creating a knowledge base tool is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.