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Developing Customer Support Experiences4 Rules for Creating Knowledge Base ContentJohn M. PerezCustomer Service In The Clo...
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 ...
3<br />Make it easy to read<br />Determine whether questions should statement or question based.   Example:<br />How to lo...
4<br />Make it easy to use<br />Provide simple answers by focusing the topic/question at hand.<br />Avoid having multiple ...
5<br />Make it easy to find<br />20% of the content that generates 80% of the interest should be visible on the support pa...
How do we present the content?<br />
Developing Best In Class Online Support ExperiencesJohn M. PerezCustomer Service In The Cloudhttp://www.customerserviceint...
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4 rules for creating knowledge base content

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In this presentation learn how to create great knowledge base answers that help drive

4 rules for creating knowledge base content

  1. 1. Developing Customer Support Experiences4 Rules for Creating Knowledge Base ContentJohn M. PerezCustomer Service In The Cloudhttp://www.customerserviceinthecloud.com<br />
  2. 2. 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. 3. 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. 4. 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. 5. 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 />
  6. 6. How do we present the content?<br />
  7. 7. Developing Best In Class Online Support ExperiencesJohn M. PerezCustomer Service In The Cloudhttp://www.customerserviceinthecloud.com<br />

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