A knowledge base is part of your website dedicated to helping answer questions and learn. It may include:
- A frequently asked questions (FAQs) section.
- Forums for users to ask and answer questions.
- Articles, whitepapers, case studies and other helpful content.
- Troubleshooting and how-to sections.
- A dictionary with technical or industry terms.
How to build your knowledge base
- Conduct through, cross-functional research
- Define your MVP
- Determine your taxonomy and content plan
- Outline your technology plan
- Build out the right analytic capabilities
- Focus on continuous improvement
Determine how to organize your knowledge base
- How content is grouped
- How individual content pieces relate to each other
- Whether content groupings are mutually exclusive and exhaustive
- What ways that you expect your plans to change over time
KPIs for knowledge base effectiveness
Percentages:
- Returning visitors to support page
- Searches with relevant results
- Searches without relevant results
- Visits from mobile devices to company support page
- Visit from search engines to company knowledge base
- Online visitors rating your knowledge base answers
Averages:
- Page views per visit on support page
- Time on support page
- Cost of live chat with agent
- Bounce rate
- Self-service deflection rate
- Self-service success rate
- Negatively rated knowledge base answers
- Positively rated knowledge base answers
Source from Salesfoce
