Let’s make life simple, let’s break the kinds of questions and issues your customers have into Low Complexity, Medium Complexity and High Complexity. Here are the characteristics of the different levels of complexity. How about you? What type of questions do you get? Mostly low complexity? Any one type more than another?So, what channels are best used for which type of questions.
4 rules for creating knowledge base content
Developing Customer Support Experiences4 Rules for Creating Knowledge Base ContentJohn M. PerezCustomer Service In The Cloudhttp://www.customerserviceinthecloud.com<br />
2<br />4 Rules for Creating Knowledge Base Content<br />Make it Easy to read.<br />Make it Easy to use.<br />Make it Easy to find.<br />Map Answer Complexity to Preferred Channels<br />
3<br />Make it easy to read<br />Determine whether questions should statement or question based. Example:<br />How to log into your online account? - Question based.<br />Logging into your online account – Statement based.<br />Content should be at or below 8th grade reading level.<br />Page and Answer topics should be concise and clear. <br />Avoid “Voicemail Plus Basics”<br />Appropriate title maybe “What is Voicemail Plus?” <br />Limit use of umbrella answers - when answers need to include more than 1 topic, limit the topics to no more than 3 – 4 topic areas that are related. <br />Use the related answers section when customers need to review other answers.<br />Use bullets, indentation, and rich text.<br />
4<br />Make it easy to use<br />Provide simple answers by focusing the topic/question at hand.<br />Avoid having multiple links to other answers in one article. <br />Define what should go in the Related Answers area of the article.<br />All actionable text should be hyperlinked. “Sign In To Your Online Account” with “target=“_blank” attributes.<br />Avoid “Click Here” hyperlinks. Or “Login to your Online Account” that points to another article.<br />Integrate rich media into answers (videos, photos, etc) where possible.<br />Offer up another channel where necessary (I.e. links to email, forums, phone, twitter, etc)<br />
5<br />Make it easy to find<br />20% of the content that generates 80% of the interest should be visible on the support pages.<br />Make content SEO friendly.<br />For the most frequently accessed content, we should Add Meta Keywords to support better find ability of content through search and Google to promote answers to the top.<br />Add Meta Tag Descriptions to promote better search presentation on internal and Google search.<br />Remove duplicate articles that exist.<br />Remove unused content from the EKB that isn’t needed or no longer relevant.<br />Regenerate sitemap once or two times a month.<br />