8 Things to Avoid When Building a Customer Service Knowledge Base

Irrespective of the size of an enterprise, one of the ultimate goals every business aims to achieve is to meet the expectations of the customers and boosting client engagement. Customer satisfaction is a must for every company because, if you are able to meet the customer’s requirement, trust is built which will eventually boost the loyal clientele base.

One of the most effective ways to satisfy your customers can be achieved by developing a customer service knowledge base, where consumers would be able to find a solution to their problems without any hassle. However, you cannot simply build a self-service portal and expect it to be used by the customers as optimization is integral to enhance its visibility.

Realising that businesses should adopt a prompt approach towards building an efficient customer service knowledge base, we have listed out some of the common mistakes that should be avoided to build a client focused knowledge base that will be useful.

1. Non-searchable

Making a list of your FAQs is not nearly enough to build an effective knowledge base because your customers will certainly not read through all of it in order to find the answer they are looking for. Hence, offer a visible search option in the center of your customer service knowledge base homepage, so that all the clients are aware that they can find answers to their problems/queries.

2. Inaccessible

If your customers cannot easily locate your knowledge base, you can not expect it to be used by many. Making it accessible will lower the customer support tickets as people will be able to find solutions to their problems.

In order to reduce the number of tickets you receive, it is best to include the link to your knowledge base in the header of your website.

3. Non-availability of Contact Information

Never hide your contact information in your knowledge base to reduce your customer support tickets, because this practice will frustrate the customers. If they cannot find the answer they need inside the self-service portal, they should be able to contact your customer support center.

4. Poor Design

Your knowledge base design is just as important as your website design, hence it should be one of your top priorities when building your self-service portal. Apart from making it aesthetically pleasing and consistent with your website, it is key to focus on the overall user experience as well.

Hence, apart from making your customer service knowledge base easily accessible and searchable, it needs to be ensured that the category listings and related answers are available so that the customers can easily navigate their way through and find exactly what they are looking for.

5. Providing Multiple Answers in one single Knowledge Base Article

This is should be strictly avoided. If there are particular problems that need not more than a sentence or two in order to be answered, it is best to avoid putting them all together in one single article. Every question should be answered in a separate knowledge base article, irrespective of its length.

6. Not Focusing on Developing Actionable Content

When you create content for your customer service knowledge base, it should be concise and actionable. Your customers expect straight answers to their questions.

An ideal knowledge base article comprises a title in the form of a question, won’t have an unnecessary introduction, and also include actionable steps if needed.

7. Trying to Sell Your s or Services

Every business aims to boost sales, but using the customer service knowledge base to achieve sales target is not adviced. You can mention your products or services by including some guides or manuals inside your knowledge repository.

A customer will visit your self-service portal to find actionable content that will help solve their problems, hence using this platform to boost sales is not appropriate.

8. Not Optimizing Your Customer Service Knowledge Base for Search Engines

Optimizing your self-service portal for search engines is more than necessary, because most people usually search for the answers they need on Google. Therefore, by including the keywords relevant to your products or services in your knowledge base content you will allow Google and other prominent search engines know about it and audiences will be directed to your knowledge repository. In the long run, it will attract more customers and improve your business.


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