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Creating KB articles s!*@#s - but it doesn't have to be

knowledge is an essential component of great customer service

Dan Sahar
May 20, 2024
10
min read

Knowledge plays a critical role in providing great customer service. Knowledge-centered service—also known as knowledge-centered support or KCS—is when support teams not only provide real-time customer, system, or employee support but also create and maintain documentation as part of the same process. Customer service representatives need to be knowledgeable about the products or services they are selling, as well as the policies and procedures of the company they work for. Without sufficient knowledge, they may not be able to answer customers' questions accurately and confidently, which can lead to frustration, confusion, and even a loss of trust in the company. For many teams, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service reps on the front lines of those fixes.


In addition to product and policy knowledge, customer service representatives also need to have a good understanding of the customer's needs and preferences. This knowledge helps them to anticipate and respond to the customer's requests in a way that is timely, efficient, and personalized. It also enables them to make recommendations and suggestions that are tailored to the customer's specific situation.

Overall, knowledge is an essential component of great customer service because it helps to build trust, enhance the customer's experience, and increase customer satisfaction and loyalty. When customers feel that they are dealing with a knowledgeable and competent representative, they are more likely to return to the company for future purchases and recommend the company to others.

In comes the KB. 

A knowledge base is a valuable tool for capturing and sharing information, insights, and best practices. But getting everyone on the team to contribute to it can be challenging, especially when there are different subject matter experts (SMEs) involved. In this article, I'll discuss the key challenges and ways to overcome them to ensure that everyone on the team can contribute to the knowledge base.

  1. Lack of time and motivation: One of the biggest challenges in getting everyone to contribute to a knowledge base is the lack of time and motivation. People are busy with their daily tasks and may not see the value in contributing to the knowledge base. To overcome this, it is important to communicate the importance of the knowledge base and the benefits it brings to the team. Emphasize how it can help save time and improve efficiency in the long run.
  2. Difficulty in creating content: Another challenge is the difficulty in creating content. Some people may not feel confident about writing or documenting their knowledge and may need help in simplifying the creation process. To overcome this, provide templates and guidelines for creating content and encourage people to use plain language. Offer training sessions or workshops on how to create content for the knowledge base. Make it as simple and user-friendly as possible to encourage contributions.
  3. Inconsistent quality: Inconsistent quality of content can be a major issue when different SMEs are contributing to the knowledge base. To overcome this, establish standards and guidelines for content creation and review. Encourage peer review and collaboration to ensure that the content is accurate and consistent. Have a designated person or team responsible for reviewing and curating the knowledge base to ensure that the information is relevant, up-to-date, and of high quality.
  4. Lack of ownership and maintenance: Another challenge is the lack of ownership and maintenance of the knowledge base. To ensure its long-term success, it's important to assign ownership and responsibility for maintaining the knowledge base. Encourage team members to regularly update and add to the knowledge base, and provide incentives for contributions.
  5. Resistance to change: Some team members may resist the idea of creating and contributing to a knowledge base. To overcome this, involve them in the process from the start and get their buy-in. Explain the benefits and how it will improve their work and the team's overall efficiency. Encourage open and honest feedback and address any concerns they may have.

In conclusion, getting everyone on a team to contribute to a knowledge base can be challenging, but it's well worth the effort. By simplifying the creation process, communicating the importance and benefits, establishing standards and guidelines, assigning ownership and maintenance, and involving everyone in the process, you can overcome these challenges and ensure the success of the knowledge base. With everyone's contributions, the knowledge base can become a valuable asset for the team, improving efficiency and facilitating better collaboration and knowledge sharing.

Guidde to the rescue.

Guidde is a powerful knowledge capture platform that addresses the challenges of getting everyone on a team to contribute to a centralized knowledge base. With Guidde, organizations can easily capture, store, and share their knowledge and expertise, improving collaboration, efficiency, and decision-making. Here's how Guidde addresses the key challenges of creating and maintaining a knowledge base:

  1. Lack of time and motivation: Guidde makes it easy and efficient for team members to contribute to the knowledge base. The platform has a simple and user-friendly interface that makes it quick and easy to create and share content. Guidde also provides gamification features that encourage contributions by recognizing and rewarding users for their contributions. This not only helps to build motivation but also makes it fun to contribute to the knowledge base.
  2. Difficulty in creating content: Guidde provides a variety of templates and guidelines to help users create high-quality content. The platform also offers a powerful WYSIWYG editor that makes it easy to format and structure content. This simplifies the creation process and makes it accessible to users who may not feel confident writing or documenting their knowledge.
  3. Inconsistent quality: Guidde has a comprehensive review and approval process to ensure that all content is of high quality and consistent. The platform also offers a collaborative editing feature that allows multiple users to work together on a single document, ensuring accuracy and consistency. Guidde's curation tools allow administrators to review, approve and organize content, ensuring that the knowledge base remains relevant, up-to-date, and of high quality.
  4. Lack of ownership and maintenance: Guidde assigns ownership and responsibility for maintaining the knowledge base to a designated person or team. The platform has a built-in analytics and reporting feature that provides insights into usage, adoption, and impact. This helps to track the success of the knowledge base and identify areas for improvement. Guidde also has a version control feature that allows administrators to keep track of changes and updates to the knowledge base, ensuring that it remains accurate and up-to-date.
  5. Resistance to change: Guidde is designed to be flexible and customizable, making it easy to adapt to the needs and preferences of different users. The platform also provides a variety of integration options, making it easy to integrate with existing systems and tools. Guidde's user-friendly interface and ease of use encourage user adoption and reduce resistance to change. The platform's gamification features and recognition programs further motivate users to adopt and use the knowledge base.
  6. Keeping it fresh: In addition to capturing a workflow once and producing multiple types of content, it's also crucial that updating the content can be done similarly. This means that if you need to make changes to the workflow or process, you can do so in one place, and the changes are reflected across all the different content formats. Updating content in this way has several advantages. Firstly, it saves time and effort, as you don't have to make changes to each content format separately. This streamlines the content creation process and allows you to focus on creating new content rather than constantly updating existing content.
  7. Keeping it consistent: Guidde ensures consistency across all your content formats. If you make changes to one format, but not another, it can create confusion and make it difficult for your audience to understand the information you are presenting. By updating the content in one place, you can ensure that all the different formats are consistent and accurate.
  8. Collaboration: Collaboration is an important aspect of content creation, especially when it comes to producing high-quality and effective content. In many cases, the workflow or process being captured may require input or expertise from multiple people on a team. For example, one person may be the subject matter expert and capture the workflow, but then the product marketing or enablement teams may need to package it properly with branding and layouts. Collaboration is essential in ensuring that the content is accurate, relevant, and visually appealing. When different team members bring their unique perspectives and expertise to the table, it can result in a more well-rounded and impactful piece of content. The ability to collaborate on content creation is made easier by modern content creation tools. Many tools allow multiple team members to work on the same piece of content simultaneously, whether it's a video, an image, or a piece of text. This can speed up the content creation process and ensure that all team members are on the same page. Different team members can bring different areas of expertise to the table. With the right tools and communication channels in place, teams can work together to produce high-quality content that is accurate, visually appealing, and meets the needs of the target audience.

    Here is an example of how we use our guiddes at Guidde:
 
Peleg SamsonJan 29, 2023
5 steps35 seconds read
 

In this video we will learn how to add how-to instructions into any HTML-compatible text editor


1. Select the relevant video and Click on Share

Select the relevant video and Click on Share

2. Click "SMART COPY"

Select the "Smart Copy" tab. Smart copy enables you to copy How-to's in a format which is optimized for HTML-compatible text editors.

Click

3. Click on the HTML Icon

Once selected, the instructions will be copied into your clipboard.

Click on the HTML Icon

4. Switch to any compatible Text Editor

Navigate to the page where you want to use the instructions

Switch to any compatible Text Editor

5. Paste the video and instructions into the text editor

The instructions will be pasted in a format that has been optimized.

Paste the video and instructions into the text editor


In conclusion, Guidde addresses the challenges of getting everyone on a team to contribute to a centralized knowledge base by making it easy, efficient, and enjoyable. The platform's user-friendly interface, templates and guidelines, collaborative editing, curation tools, and analytics and reporting features help to ensure that the knowledge base is of high quality, consistent, and up-to-date. Guidde's gamification features and recognition programs further motivate users to contribute, encouraging adoption and making the knowledge base a valuable asset for the team. By using Guidde, organizations can improve collaboration, efficiency, and decision-making, and ensure that their knowledge and expertise are captured and shared for the benefit of the entire team.

Finally, it makes it easier to track changes and maintain version control. If you need to go back and see when changes were made, or compare different versions of the content, having a single source of truth makes this process much easier.

Overall, the ability to update content in one place and have it reflected across all content formats is an essential feature of any content creation tool. It saves time and effort, ensures consistency, and makes it easier to track changes and maintain version control.

COLLABORATION

Guidde is a powerful knowledge management platform that provides your team with the tools to create high-quality content with ease. Guidde gives your creators the ability to create content easily and at scale, making it the perfect solution for capturing the knowledge and expertise of your team. Here are some of the key benefits of Guidde:

  1. Easy and efficient content creation: Guidde provides a simple and user-friendly interface that makes it quick and easy to create and share content. With Guidde, all your SMEs have to do is click start and stop, and the platform automatically creates stunning videos with images and steps, delivering much richer documentation than other tools.
  2. Rich multimedia content: Guidde enables you to instantly capture video, images, and text in one capture flow, delivering much richer documentation. The platform also supports video uploads that are automatically transcribed, enabling you to easily capture and share your team's knowledge and expertise.
  3. Multilingual support: Guidde supports multiple languages out of the box, making it easy to create and share content with a global audience. The platform's instant text-to-speech feature further enhances the content creation process, enabling you to create richer videos with ease.
  4. Advanced video creation: Guidde provides instant text-to-speech, enabling you to create richer videos. Unlike other tools, Guidde does not limit your content creation to text alone, making it a more versatile and comprehensive solution for capturing and sharing your team's knowledge.

In conclusion, Guidde provides your team with the tools to create and share high-quality, multimedia content with ease. The platform's user-friendly interface, rich multimedia capabilities, multilingual support, and advanced video creation features make it the perfect solution for capturing and sharing your team's knowledge and expertise. With Guidde, you can improve collaboration, efficiency, and decision-making, ensuring that your team's knowledge and expertise are captured and shared for the benefit of the entire organization.

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