Post by account_disabled on Nov 29, 2023 8:07:33 GMT
Involve your customer success team in the knowledge base creation process, as they are often in direct contact with end users and can provide valuable insights into their specific needs. Our collective goal is to continuously enhance the user experience and drive customer success. , CEO and Founder Writing content from your readers’ perspective can prevent author bias from harming your content. Writer bias occurs when your in-depth knowledge of a topic negatively affects what you write. You assume that your readers have the same understanding of a topic as you do.
So you don't explain things as clearly as you need to. This narrows your audience to Phone Number List more advanced users who may not need as much help from your knowledge base content. That said, you should start with a basic understanding of the audience who is viewing your content. Ask yourself: How do these consumers prefer to absorb information? Once you have this figured out, start imagining how your customers feel when they ask for help. Are readers likely to be frustrated by problems they encounter while using your product? Or, are they confused about a specific feature of your service.
Second, let your consumers tell you what they want and what they find helpful. To do this, ask your customers for tutorials they would like to see in your knowledge base. To collect as many answers as possible, reach out to your users via email, in-product, and website feedback surveys. You can do this seamlessly using (User Journey Survey Tool). In-product survey example survival. Image Source The answers to these questions will help you position each piece of content correctly. One of my rules is that when creating or editing a document, you have to write it like a user who doesn't know what the feature does or how to implement it, so you make sure you don't miss any blind spots. , Customer Experience Executive Pro Tip.
So you don't explain things as clearly as you need to. This narrows your audience to Phone Number List more advanced users who may not need as much help from your knowledge base content. That said, you should start with a basic understanding of the audience who is viewing your content. Ask yourself: How do these consumers prefer to absorb information? Once you have this figured out, start imagining how your customers feel when they ask for help. Are readers likely to be frustrated by problems they encounter while using your product? Or, are they confused about a specific feature of your service.
Second, let your consumers tell you what they want and what they find helpful. To do this, ask your customers for tutorials they would like to see in your knowledge base. To collect as many answers as possible, reach out to your users via email, in-product, and website feedback surveys. You can do this seamlessly using (User Journey Survey Tool). In-product survey example survival. Image Source The answers to these questions will help you position each piece of content correctly. One of my rules is that when creating or editing a document, you have to write it like a user who doesn't know what the feature does or how to implement it, so you make sure you don't miss any blind spots. , Customer Experience Executive Pro Tip.