Simplify access to the knowledge base

[sakibkhan22197]

It sounds simple, but it's true: a knowledge base can only be effective if users can find it quickly.

Creating articles for the knowledge base in the admin panel
Example of knowledge base location in the Carrot quest admin panel
Place links to the BZ in the site menu, or even better - in the permanent menu on all pages of the site.

Example of a link to the knowledge base on the website
The link to our BZ is in the main menu and in the footer of the site
If you have a service with a personal account, place a link to the knowledge base inside it too. Make access to articles as simple as possible.

Add a link to the KB in the welcome message of the chat. This will be useful for customers who contact support first with any question.

Write briefly and clearly
Skip long introductions and focus on the question the client australia email list opens the article with. Remember that a KB article is an instruction, not an essay about how you spent your summer. The user wants to quickly find an answer to their question, so all articles should be simple and specific.

Example of a knowledge base article
Articles don't need introductions, just get straight to the solution of the problem
Add more images and video content to your articles
Even if you have written a good instruction, users may still not understand it due to the complexity of the problem.

Remember, users came to the KB with one goal - to find an answer to their question. If you supplement the text with screenshots or a video with instructions, the user will solve their question faster. And this is the main goal of the article.

Example of video content in an article about the knowledge base
Add more video content to articles
Make sure that the illustrations in your articles are well formatted:

align the images to width;
make sure the screenshots are clear;
highlight the sections on the screenshots that are discussed in the article;
Update illustrations in a timely manner if there are changes on your website or in the service.
Make your knowledge base easier to search
Once you've filled your knowledge base with useful content, think about how to help users find it quickly.

Add a search bar and set up search algorithms for the database. Users will be able to find articles by keywords.

Combine articles into categories on similar topics. This will help set up simple and clear navigation on the KB, and the user will be able to view relevant materials.