Ecommerce companies need to worry about customer success and retention, too. First off, let’s define "knowledge base.". Search for additional results. On the same note, how do you know you’re creating the right content and actually answering everything your customers care about? Your marketing team isn't the only team that can benefit from your buyer personas. I’ve spent a ton of time on the knowledge base for Microsoft Excel (as I’m sure many other people have). Options range from knowledge base software and FAQ software all the way to enterprise solutions. It’s really easy to walk away from these articles knowing what actions you need to take to get things to work in the product. It’s hard to measure the effectiveness of a knowledge base. Not only does it provide a more in-depth explanation of the feature, but it also showcases your product in action for those readers who may not (yet) be customers. If you forget one, you still have an opportunity to add more data sources later.) While it's primary purpose is to answer questions and provide support to curious customers, it can hold value elsewhere. These articles were created by thousands of support professionals who have resolved issues for our customers. No matter which format you choose to do, make sure you add some sort of visuals to your content. This shift can be a huge organizational win.There are many ways to build an effective knowledge base, but it all boils down to answering important and frequent issues that come up with customers. Firstly, let’s imagine that knowledge you want to share with end users are in Category A, Category B and Category C. All pages related to different category should under the proper category, right? But sometimes one might face difficult to locate it. Writing knowledge base articles is not unlike writing educational blog content. For example, if you're writing a blog post and reference your relevant feature of your software tool, consider linking to a knowledge base article explaining this feature versus the product page. I like the visually prominent search bar and the clear topic categories. Returning to our photo sharing app example, why not simply create an article to explain the process of uploading a photo? Now, we’ve gone through what makes a good knowledge base article, and we’ve also seen a few good examples and templates. Type a file name for the project in the File name box. 2. I need to create a database to list FAQ's which can be searched by multiple users, and was looking for a template that I can modify for my own use. Let’s start with the design and structure — essentially, the knowledge base article format. This brings user experience, design, architecture, and even SEO into the mix. However, the language and the API are more complex than using Visual Basic with the Outlook Object Model. This is likely because the vast majority of customers want an immediate response to their customer service question — 90%, in fact. Generally speaking, you want to cover real objections and questions customers may have (not ones imagined by your branding or SEO team). A knowledge base can be something as simple as creating … More notably, look at the highlighted topic category and navigation breadcrumbs —. In the ribbon, select Save. On the Create page, skip Step 1 if you already have your QnA Maker resource. Open MS Access. A great knowledge base isn't only accessed when needed; it's also used to support marketing content, explain sales presentations, and convert leads. Text also assumes your user reads and understands at the level of the author, which can lead to confusion and frustration. Therefore, Access users will need to look at alternative systems to run their desktop databases, such as LibreOffice Base, Zoho Creator, or Bubble. Instant Knowledge Base is a new, powerful help-desk database program that allows you to enter, and maintain, your own custom knowledge base articles and to-do lists. Understand your goals and the tone you want to set with your knowledge base. You'll notice from the prominent CTA on the home page that they're promoting a guide to SEO. A study by Forrester confirmed that customers prefer knowledge bases over all other self-service channels. Add most frequently-asked questions in your support ticket auto-responder or. Videos within articles should average between 60-90 seconds long.". First, the customer has to actually be able to find answers to their questions. They ways they do this can vary, but it usually starts out with some sort of ticketing or case management system. Text-based content is more likely to rank on search engines, making it more discoverable to customers searching for solutions. Here’s how Adam Avramescu, Director of Customer Education at Optimizely, talks about their knowledge base: ”As an experimentation company, we took a data-driven, iterative approach to our knowledge base. It shows you how your user experience may or may not be intuitive and how it could be improved. This guide will serve as a comprehensive resource for creating and managing a knowledge base. So whether you use, If you’re using WordPress, it’s easy enough to find free knowledge base solutions as plugins - one of the most popular options is the. They also have a status indicator that updates in real time to let you know if there have been any technical incidents. And that's not all. That way, a user can search for and find this article, or you can simply send them the article via your regular ticketing system to save time. More notably, look at the highlighted topic category and navigation breadcrumbs — you know exactly where you are on the site. Moz is a stellar example of using knowledge base content not simply for reactive customer support, but for proactive customer education as well. Within the article, SurveyMonkey also links to product features like survey templates. When you’re buried in support tickets and live chats, and you find yourself answering the same questions over and over again, it can feel incredibly frustrating. Creating & Managing a Knowledge Base: The Ultimate Guide 1. Does this software give us the analytics we need? A knowledge base is a library of information about your product or service. You can either create your flowcharts manually or generate them automatically from pseudo code. If the problem has supporting documents then documents are added to tblDocument. Create and maintain a comprehensive database of your school's students and their guardians, using this robust Access template. Using the chapter links above, feel free to treat this guide like a choose-your-own adventure story and jump to specific sections to read what’s applicable to you — or peruse the whole thing. Open a Knowledge Base. So whether you use HubSpot or another system to manage your website content, it’s quite likely you could also use this to set up your customer education content. Create a COM add-in for Outlook For more information, click the following article number to view the article in the Microsoft Knowledge Base: Evernote gives you the opportunity to search for a specific issue, navigate by categories (“Getting Started,” “Tips & Tutorials,” “Troubleshooting”), or search by top articles. What does it cost? They're comprehensive and it's hard to imagine walking away without finding your answer. 2. You can use Extended MAPI to send mail and access data. Change Default Access Level from No to Yes if it should be the default. Keep your knowledge base on brand.. Under New Project, click … Video content generally allows for more visual tutorials and step-by-step walkthroughs — although video content can rank on YouTube, which is the second-largest search engine after Google itself. This is different than most knowledge bases, in that it's not explicitly product focused. Create a knowledge base Start Data Quality Client. Finally, when you do click into a knowledge base article, the design is still great, and you get the information you need. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '3be417c4-41ce-49be-8235-a080256c9424', {}); First, if you can rig up your CMS software to serve the purpose of a knowledge base, that may work alright for you. For the sake of this article, we’ll focus on customer-facing knowledge bases. (Don’t worry. The next knowledge base example we have here does a great job of capturing and utilizing feedback. Create a Knowledge Base. Free and premium plans, Content management system software. A knowledge base is a self-serve customer service library that includes information about a product, service, or topic. Compatible with Access 2000 to 2007, this product adds dynamic barcode capability without any external dependencies. You can also check out their other support options like tickets, social media, and their community. Microsoft Access Knowledge Base Template Free Downloads - 2000 Shareware periodically updates software information and pricing of Microsoft Access Knowledge Base Template from the publisher, so some information may be slightly out-of-date. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). The rest of the learning center continues on this way, with lessons in many different facets of SEO. When a user has a question or an issue, they get routed through this system and can get an answer through various channels, including email, live chat, social, etc. Do we need forum or community features? Just go to Behavior > Site Search > Overview to see the common terms people are searching for. It helps customers find answers to solve problems on their own and — if you do it right — a good knowledge base can scale out your customer support program while improving the overall customer experience. Craft the tone and style in a way that speaks to your audience, keeps them interested, and answers their questions. Add all the tables and queries you need as data sources. But in the mhttps://research.hubspot.com/reports/customer-successeantime, this reactive repetition is time consuming, stressful, and isn’t scalable. This is a preview of a SAP Knowledge Base Article. I've never seen one, but it truly wouldn't be very hard to put together: In its simplest form, it could be a single table. The Microsoft Knowledge Base has more than 150,000 articles. In this case the club president wants to be able to find quick answers to questions such as \"Who hasn't paid their fees?\", \"Who are the A grade players?\" and \"Who is due for their 10 year pin this year?\".The president already knows the information he needs to store in the database because it's been recorded using a card system for some time. In addition, you can see a visually prominent sidebar module to sign up to get faster service, as well as a less prominent module to contact them for support (as a last resort, presumably). Generally speaking, you want to cover real objections and questions customers may have (not ones imagined by your branding or SEO team). You know how important customer experience is to the success of your company, but did you know that 90% of consumers use customer service and experience as a factor when deciding whether or not to buy from a business? Know your audience.. If your products, services, branding, or company changes in any way, so should your knowledge base. eel free to treat this guide like a choose-your-own adventure story and jump to specific sections to read what’s applicable to you — or peruse the whole thing. These videos will increase your customers' ability to self serve, improving customer satisfaction and reducing your caseload all while reaching a wider customer base in the medium they want to use.". Agree on the structure of … Enter details for the first two fictional employees. Their product has many distinct features, so their knowledge base is organized by each function: They also maintain a strong searchability factor on their knowledge base homepage, with a prominent search bar. You’ve got a good grasp of the theory and best practice, but what does an effective knowledge base look like? The cool thing is that Microsoft has clearly done its research and analysis and has built the knowledge base homepage to reflect top user concerns. You can even export your knowledge base as a formatted html document. Microsoft Access helps you analyze large amounts of information, and manage related data more efficiently than Microsoft Excel or other spreadsheet applications. Let’s move onto best practices for building a self-serve customer education center. How can I help more customers in less time with the same quality of service?”. They even refer to their knowledge base as a "learning center," which shows you how they're framing their efforts. This example from Evernote displays that clearly. Many different organizations use knowledge bases but they all use them for the same reason: they are useful. When preparing/publishing your knowledge base articles you might want … Lastly, confirm your knowledge base is mobile-friendly before launch. Here's an example lesson from their academy: Any given product-based help article is high quality, and it includes a variety of teaching styles — step-by-step text, images, video. These few best practices will allow your knowledge base to make the biggest impact on your customers and provide help and answers when they need it. In this example, we are selecting the template as Getting Started With Template. and have customers click a thumbs-up or thumbs-down based on whether they found their answers. You might want to check out software review sites like G2 Crowd, Capterra or Software Advice. See all integrations, How to Create, Manage, and Optimize Your Knowledge Base to Improve Customer Success and Happiness. Visit SAP Support Portal's SAP Notes and KBA Search. Finally, you get to a point where you can get product specific content. If you don’t see a relationship between the sources, add a join. You should put as much forethought into your knowledge base articles as you do your blog posts and sales copy. You'll only know if your knowledge base is working if you ask the people who you're creating it for — your customers. Add hyperlinked tables of contents to help readers navigate long articles. Without diving too deeply into information architecture or user experience design, I want to cover briefly what a good experience might look like with regards to your knowledge base. You can also find bottlenecks in the user experience of your website using tools like HotJar or Usabilla, or even simply by running some user tests to see where people struggle to complete tasks. In the Save as type list, select Microsoft Office Access Projects (*.adp), and then click OK. Second, they need to be able to understand your help documentation and to be able to take action based on the information. Every step you’ve taken has led you to this point. This helps users find solutions to related issues. Here’s the basic process of building a knowledge base: Decide on the core elements of your knowledge base. Some of their articles are comprehensive and educational, others are more straightforward and feel like scaled out customer support articles. You don’t have to be running a complicated software product for this to be beneficial. By now, you have … Microsoft is here to help you with products including Office, Windows, Surface, and more. Enter customer education, otherwise known as self-serve customer service — or best-known as a knowledge base. Some questions that may help you choose could be: In short, it’s like any other decision where you must weigh the pros and cons and find what works best for you. Difficult steps can be shown in place of complicated diagrams, or large lists of written steps. Does the software integrate well with other tools we’re using? Marketing automation software. Then, move on to the fun part. If they can't understand the answers you're providing, they'll get in touch with your customer service team — which defeats the purpose of proactively providing a knowledge base in the first place. It's about SEO more generally and how to excel at the dark art. They read like simple FAQs, which, depending on the context, may be just what you're looking for. A remarkable knowledge base is a living document, meaning it needs to be actively managed and updated to best serve your customers. Because of the large variety of customer education features, we 1) put a lot of emphasis on our navigation structure and 2) include a prominent search bar feature. Here's how Lizzie Burns, Content Strategy Manager at SurveyMonkey's Help Center, finds trends for knowledge base content creation: "Listening to customers is core to who we are as a company. Knowledge base is a very important resource for any user whether s/he is a novice or an expert. What we have today is a knowledge base that not only helps customers answer support questions easily, but also serves as a competitive differentiator in the market. Happy and successful customers then often turn into customer advocates, almost becoming an external sales force for your business. CentriQS » Database Solutions » Using Microsoft Access Template for Creating Database Microsoft Access template offers a complete end-to-end database management application. The problem and its resolution is entered. (It can be stressful to get lost on a website, especially when you’re searching for answers). Finally, you can find insights for knowledge base articles in your Google Analytics setup. If it detects or deduces them, Access may show relationships for the data sources. Select Create > Query Design. Our next example comes from a user experience and conversion optimization powerhouse, Decibel Insight. Customer service departments exist to improve the customer experience. Thanks for your feedback, it helps us improve the site. Just in case you can't find your answer by searching or by scanning, you can raise a support ticket or contact the company at the top right hand of the page. A knowledge base doesn’t simply have to be a reservoir of help center articles. If you’re struggling to keep up with reactive customer service, or if you simply want to invest in building and scaling a greater customer experience, it’s time to look into building a knowledge base. We analyze article traffic, contact rates, and search queries from our help center, then compare it to customer support email data to uncover recurring themes and surface language patterns to create targeted content that resonates with customers.We specifically focus on data from support emails that present self-service opportunities—common themes that can be answered in only 1 or 2 replies from our customer support team. Free and premium plans, Sales CRM software. As I mentioned, it's best to use a combination of both. If you haven't created the resource yet, select Create a QnA service. In this step, we will manually enter data into the tables. With this, you simply need to install the plugin, add categories, add articles, and choose a page where your knowledge base will be accessible. You should confirm all information before relying on it. Of course, if you’re in search of scalability and flexibility, you may have to use a specific knowledge base solution. This repetition is valuable, of course. If you’re using WordPress, it’s easy enough to find free knowledge base solutions as plugins - one of the most popular options is the WP Knowledge Base plugin. And when it comes to reactive customer service, it’s time-consuming (because you have to have well-trained support staff operating these systems and interacting with customers to ensure a good experience) and can get repetitive. Whether you’re using Microsoft Access or any … People learn in different ways — some prefer to read, while some prefer to watch. It's not about what Domain Authority means or how to find it in the tool. Check for any contrasting colors that may be tough to see against certain backgrounds or buttons. In both cases, you want to attract readers with a strong and clear headline, give lucid and helpful instructions, and allow them to walk away with new information or ideas. Outline Your Technology Plan. All you need to do is check out your internal site search analytics (make sure it’s enabled). Don’t forget user experience and readability (as mentioned above). If you neglect your knowledge base content, over time, it'll be useless — and customers will notice. When it comes to a knowledge base design template, SurveyMonkey has one of the best examples I’ve seen. The database is what will contain all … You are directed to the Azure portal to set up a QnA Maker service in your subscription. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. The good news is that there are many ways to provide remarkable customer service. When you hit this wall, you may think, “How can I scale our customer support? According to HubSpot Research, 62% of customers want to communicate with companies via email for customer service, 48% want to use the phone, 42% prefer live chat, and 36% like "Contact Us" forms. HubSpot is releasing knowledge base software in 2018. Do you know what topics to include in your knowledge base? When you scroll further, you see the crazy breadth of topics they cover here. In short, it’s like any other decision where you must weigh the pros and cons and find what works best for you. The IDAutomation Microsoft Access Barcode Generator is a VBA Module that can be easily inserted into an Access Report to generate both linear and 2D barcodes. You can benefit from a knowledge base because it saves you time spend repeatedly answering the same basic questions over and over again. Start Access 2010. Usually, simple screenshots with annotation will suffice. SurveyMonkey has this feature and I can only assume the suggestions are ordered by popularity or some sort of context (or they should be, at least). Vidyard put together a great article on how you can better utilize video in your customer education if you'd like to read further. Create content access levels. When you click into an individual article, like the following tutorial on personalization targeting, you’ll be pleasantly surprised at the depth and descriptiveness of the content. These surveys don't have to be complicated — you could simply ask "Was this article helpful?" Browse more Microsoft Access / VBA Questions on Bytes To do this, begin by considering what you want your database to do. ), Sample view of Google Analytics from my own site. Video allows you to bridge language barriers, knowledge/skill level barriers, as well as some accessibility barriers. 4. Here’s a summary of Evernote’s UX: Once you’ve got the navigation and discoverability aspects down, you can start optimizing your process of how to write a successful knowledge base article. Here's a tip: Only explain major concepts or features once, and simply hyperlink to that article when developing new ones that reference that concept. That's a large potential margin of error. The only thing I can think that they could add is some sort of feedback mechanism to see whether or not an individual article is actually helpful (or how it may be improved). Scaling out your customer success initiatives allows you to be more proactive in creating happy and successful customers — and it saves customer service reps valuable time. Text translations can be expensive, and can lose specific meaning in translation (especially with proprietary terms or deeply technical or industry specific terms). To create an article from a template, select + New From Template. Premium plans, Connect your favorite apps to HubSpot. Knowledge base tools that integrate into VS.2003? Here are a few more tips on making video content work for your knowledge management from Craig Stoss: "They should be consistent in their tone, not display private information, and always end with a call to action that guides the viewer on what to do should the video not be helpful. This helps keep your knowledge base uniform and professional, no matter who's writing articles or updating content. This article shows you when to use Access, and how it can help make you more effective. The real power in Instant Knowledge Base is that all the information you enter in a custom KB article is FULLY SEARCHABLE! If a user has a problem, can they find the solution? Just as you train your customer support staff on product or service updates, so should you actively update your knowledge base articles. Free and premium plans, Customer service software. This breaks down further into different knowledge base sections, such as support community, their outstanding blog, and a video-based academy. This helps them measure effectiveness and optimize knowledge base articles as needed. Open an existing database or create a new database. It’s a constant struggle to deliver amazing customer service. 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To combine both from scratch, from an existing knowledge base on WordPress can be found here and... A user has a problem, can they find the solution know that leads to business success this.! Started as well as to simply get them to use a specific base! '' which shows you how they 're promoting a guide to SEO,...