{"id":109230,"date":"2022-09-07T03:54:04","date_gmt":"2022-09-07T03:54:04","guid":{"rendered":"https:\/\/www.tawk.to\/?p=109230"},"modified":"2024-10-22T07:44:18","modified_gmt":"2024-10-22T07:44:18","slug":"time-saving-strategies-for-creating-knowledge-base-content","status":"publish","type":"post","link":"https:\/\/www.tawk.to\/business-strategy\/time-saving-strategies-for-creating-knowledge-base-content\/","title":{"rendered":"Time-saving strategies for creating Knowledge Base content"},"content":{"rendered":"\n

A searchable Knowledge Base makes it easy for your customers and team members to find their own answers  \u2014 exactly when they need them. You can include FAQs, tutorials, guides, product sheets, and more.<\/p>\n\n\n\n

Yet facing an empty Knowledge Base can be daunting. <\/p>\n\n\n\n

That\u2019s why we\u2019re sharing our favorite shortcuts and strategies for growing your Knowledge Base with the answers your customers are looking for now.<\/p>\n\n\n\n

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What is a Knowledge Base?<\/h2>\n\n\n\n

A Knowledge Base is a searchable platform for organizing and sharing content related to your business, product, online class, non-profit organization, or event. <\/p>\n\n\n\n

If you\u2019ve ever visited the Help Center<\/a> at tawk.to, you have seen our Knowledge Base in action. <\/p>\n\n\n\n

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Why do I need a Knowledge Base?<\/h2>\n\n\n\n

Studies show four out of five consumers will look for a way to self-serve before reaching out to a representative. A searchable Knowledge Base in your website menu or widget header allows visitors to find answers quickly, efficiently, and independently \u2014 even when your agents are offline.<\/p>\n\n\n\n

Your Knowledge Base also serves as an in-house resource, keeping customer service responses consistent and accurate. It\u2019s a central hub where both your visitors and your team can always find the most up-to-date information, so everyone is literally on the same page.<\/p>\n\n\n\n

See how we reduced chat requests by 18% with a two-minute Knowledge Base strategy: How we reduced help requests with a simple self-service update<\/a>.<\/p>\n\n\n\n

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Try these time-saving strategies for building a Knowledge Base<\/h2>\n\n\n\n
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1 – “Tawk” to your customers<\/strong><\/h2>\n\n\n\n

Talk \u2014 and listen \u2014 to your customers. Log into the Dashboard and answer the chat. Answer the phone and take a support call. Even better, have a conversation with one \u2014 or five \u2014 of your best customers in person or via a video call. What questions do they have and where do they need support?<\/p>\n\n\n\n

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2 – Talk to your team<\/strong><\/h2>\n\n\n\n

Ask your team members which questions appear frequently in chats, emails, and phone calls. What needs to be clarified? Where are customers confused or stuck? And where do agents need extra information on hand when answering the chat?<\/p>\n\n\n\n

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3 – Dive into the data<\/strong><\/h2>\n\n\n\n

Review your Knowledge Base reporting data to find the top keywords and phrases your customers are searching for.  You can also check to see which articles are the most popular and expand that content.<\/p>\n\n\n\n

Then, search your chats, messages and emails by keyword and tag to find specific questions and concerns for each topic.<\/p>\n\n\n\n

Learn more about data and reporting in the Dashboard in this article: Understanding reporting<\/a><\/p>\n\n\n\n

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4 – Show the steps<\/strong><\/h2>\n\n\n\n

Will your clients, patients, or customers follow a series of steps when working with you or your products? Set your readers up for success by sharing articles, guides or video tutorials to walk them through the process. <\/p>\n\n\n\n

Here are just a few of the resources you can add to your Knowledge Base to proactively support your customers:<\/p>\n\n\n\n