Test Different Structures
Another thing to consider when improving your knowledge base is the structure. One of the most important things to have is a clearly visible search bar, but aside from that, the structure of your self-service program is largely left up to you. You have the option to arrange information by category, or display the most frequently asked questions at the top of the page and focus on categories after. Therefore, testing different structures and getting feedback from customers and employees is essential to ensuring that your knowledge base maximises self-service instead of hindering it.
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Cross-Link Articles
Articles in your knowledge base may be related to each other, whether by topic or that user may need an answer to another question after they got the answer to the first one. You can improve how useful your self-service is by cross-linking articles in a logical way. This intuitive process will help to move customers and employees through the learning curve easily, making them feel satisfied with their self-service experience. An easy way to do this is to include a pop-up or widget that triggers after they have scrolled to the end of the page that points them to related articles.
Integrate It With Live Chat
Another easy way to make your knowledge base more useful is to integrate it with your live chat system. Put simply, sometimes certain questions can’t be answered through self-service. By including an easy-to-find live chat option in articles that touch on more technical topics, you’ll be able to enhance the way customers and employees use your knowledge base.