Knowing your customers is the very important while having a knowledge base. We need to write the articles in the way how customers want, we should think in their point of view as most of the customers want to be able to self-serve by reading those and understanding it.
By knowing our customers it helps in the style of the articles like how to write and how to present it which helps in addressing the customers in the way they need. It takes truly solid, keen, and sorted out documentation to construct and keep a strong customer relationship.
We need to ask ourselves or discuss with our team members or marketing team like who are our customers and how they want to receive the knowledge base and we need to discover how they want to learn about the product because some customers like to read, some prefer to listen and some prefer to watch along with the videos.
Keep sight of the inspiration for the customers to visit your knowledge base. They’re probably going to be in trouble, baffled, confused and attempting to take care of an issue. Try not to make them insane with extravagant or confusing content.
When you compose a knowledge base article, ensure you have the correct data you require for that article. Connect with topic specialists in your team members to furnish you with the material.
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