People think building a knowledge base software is as simple as copying and pasting information, clicking a few buttons, and applying it to your system. But it’s not as easy as you think of it. Creating knowledge software is a complex procedure, just like designing and integrating a new website to fulfill the latest technological requirements and increase user utility.
Since it’s a primary segment of your system and whenever a user head towards it, he needs an accurate and instant response from the database to resolve his issues or get know information related to your service.
Don’t you want your customers to stick for a while to convince them and become permanent clients? You do want to do that. So, keep reading the article, and we’ll walk you through a series of mistakes you should avoid when creating KB. So, without any further ado. Let’s break it down.
Common mistakes to avoid when creating knowledge base software
Unorganized content libraries
This is one of the biggest mistakes people keep repeating, primarily due to uploading vast amounts of content in an unorganized way. This is also a leading cause of why customers are not interested in your service since there is no structured information they can access and solve their issues.
Some people don’t even hire professionals to write knowledge base articles and papers professionally and uploading on the server. Resultantly, everything looks like a mess, and no one likes it. The content you upload must be fully structured, have points within, enhance readability and boost consumer retention in the longer run. Always try to facilitate the users; the more you value them, the more they promote you and build a trust bond.
Incorporating irrelevant and complex information
It’s a good idea to provide your user with a complete view of the topic you are talking about, but including complex information that feels heavy on the eyes and covering all the topics within a single article is always a bad strategy, this way you can make happy the search engines but your customers won’t feel great if your website is about the technical field and offers the same products.
Then, you can’t deny the importance of a technical writer producing content by utilizing expertise to produce content that is easy to understand and worth reading rather than reading an article purely written in technical language. That’s why you should hire only professionals to do their job. Your information must be concise and exciting for the readers. Additionally, don’t forget your targeted audience while preparing articles.
Not including the visuals
Have you ever thought of websites that rank at the top of the search engines and what they include that Google presents in search results? Let me tell you. If you research extensively, one prominent factor you will learn is “engagement.” They have a high engagement rate.
Don’t worry; you can also do the same. There are many ways to increase engagement so users don’t lose interest and move on. One of the best ways to do it is by adding visuals in your articles to resemble concepts, showing examples, and making them eye-catching. It stimulated learning ability by adding high-quality graphics, screenshots, videos, banners, etc. Try this and see how it works for you.
Ignoring customers’ feedback limits the knowledge potential and puts an end to improvements. Users are the best audience who can provide you with critical analysis regarding your service and insights to enhance the features in the future and enhance user experience effectively.
To accomplish this, appoint a knowledge base management liaison who can be reached out to by customers or internal users for inquiries and suggestions and entertain them. Furthermore, leverage your knowledge base software to gather feedback from product users through surveys and comments, pinpointing areas that may benefit from improvement.
The content needs are ever-increasing and require constant updates to stay valid for readers. Imagine going to Google and getting no information to read regarding any topic. What would you do? You move to another medium to consume content and get up-to-date on the latest trends and happenings worldwide. The same goes for your brand as well. If your content is incompatible with your latest products and policies, they may leave you and stick to another service provider that provides them great utility. This is the mistake that most people make their knowledge base stay useless.
To prevent that stage, consider hiring knowledge-based software experts to analyze the current conditions and give your recommendations accordingly.
No contact details
Have you ever visited a website and been impressed with the website and the service you want them to hire for your project? But you don’t find their official contact details anywhere to contact them.
That must be frustrating for you. The same thing your customers feel about your service when you don’t include any details on how to contact you in case of business inquiries and partnerships. You can imagine how an ample opportunity your brand can miss due to a single mistake. This is why, preferably mention your details in a specific website section to show credibility and grow your business.
After analyzing these mistakes in your knowledge base software, you can overcome them and improve the user experience and all the loopholes within the KB to outrank your competitors in the market.