How To Create An Effective Knowledge Base (or some tips on it)

Submitted 10/29/2012 by Kaloyan Georgiev

We have spoken about the need of an effective knowledge base and its benefits for both customers and employees. In a perfect world, where you can put all the questions that might arise with your product or service in a single knowledge base, you will have the perfect customer service. We do not live in a perfect world, so let’s see how to create a more effective knowledge base with these simple tips:

1. It must be really helpful – there is probably nothing more frustrating than the feeling you experience when you have spend most of your day looking for an entry with a solution to your problem, only to find that the information in the entry is either too small or too general. Or too difficult to understand because it is too specialized for you. Avoid this at any cost. Explain every problem very carefully, step by step, with a language not assuming a masters degree in everything IT. Deliver the information easy and with the needed details.

2. Make everything easy to find – your customer don’t need to delve all day long in your knowledge base. Even if you have everything covered as information, it is futile if the customer can’t or needs too much time to locate the entry he needs. Classify the information from general problems and classifications to more specific topics. A long list with topics can only make the client loose more time or even make him miss the article he needs.

3.Provide the right amount – of information, that is. If your knowledge base contains only 5 articles or topics it is too small and your customers will probably be frustrated with the fact hat their problem is not addressed. On the other hand, if you try to create a huge knowledge base with every query, topic and problem possible you will overwhelm the customer with information and you will make everything hard to find. Which makes your knowledge base pretty much useless. Try to find the golden middle – you need it to be not too big, but not too small either. At least try to include the top 20 problems your customer experience – it is a good start.