Regardless of your industry, a knowledge base can completely revolutionise the way your customers and employees feel about using your product or service. Chances are, you already have a knowledge base. But if you’re getting less than desirable feedback from your employees and customers about using it, you may be wondering: how can I make self-service more useful for my product or service? You’re in the right place! Let’s take a look at a few steps you can take to make self-service more useful to the people who matter the most.
Talk With Employees And Loyal Customers
First, there is no better way to improve your self-service than to speak with those who actually use it. Gather a few of your employees, as well as few loyal customers of your product or service, and have them fill out a questionnaire form about your knowledge base.
How Can You Make
Self-Service More Useful?
by Aprill Allen
Be sure to include questions that touch on which topics were helpful, the topics they thought were missing, and allow them to rate the structure of the knowledge base.
Lastly, give them the chance to explain how they felt about using it, and any recommendations they would give to help make it better. This information is the first step to helping you make your self-service more useful.