These days customers are getting more independent in solving problems on their own. In fact, 90% of consumers expect a self-service customer support portal from a brand or organisation.
Offering a standard knowledge base portal isn’t enough though. The design of your knowledge base affects your customers’ experience with the brand. A messy design can easily make a bad impression. While designing your knowledge base, it’s important to keep simplicity and discoverability in mind. Here are five tips for creating a simple, intuitive and accessible knowledge base.
1. Keep content categories crips and clean
The first thing about a great knowledge base is simplicity. A simple design makes navigation and finding answers easy for customers. This is exactly what self-sufficient customers want. If you have a lot of content, it’s important that your categories and topics are clear, concise and consistent.
2. Keep titles short and sweet
Nobody likes to read long titles. Short titles which include main keywords help customers find answers more easily. When crafting an article title, it’s important to try keeping them short and simple. You should try to think about what a customer might search for.
3. Show off with your search bar
The search bar is the most direct way for a customer to find an answer to their question. The more noticable your search bar is, the better. A prominent search bar makes it easier for the customers to get their answers and get out. In other words, it helps in offering a low-effort experience. When designing a knowledge base, the search bar should be front and center.
4. Reduce needless clicks
Frequently asked questions (FAQ) are called frequent for a good reason. If everyone is asking the same questions, it makes sense to place your FAQ page in a place, that’s easy to reach. Customers don’t want to face a ladder to find your FAQs page on the top shelf. When it comes to FAQs, eye-level placement and easy one-click access are most important.
5. Be easy to reach
While empowering customers to help themselves is a good thing, you don’t want to shy away from them either. An easy to spot “Contact us” section is important. It shows that you’re there to support your customers and offer further help when needed.
A good knowledge base design should offer an effortless experience for the customers to find their answers. An effective knowledge base allows your company to anticipate problems before they occur, as well as your customers to get familiar with your product on their own time. A company’s self-service portal is often an important point of contact for customers and the company’s brand. A well designed knowledge base can help grow your community and build deeper connections with your customers.
Source: Zendesk
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