Tips & Tricks: Knowledge Quality
RightAnswers Tips and Tricks Video Series: Knowledge Quality. Watch this video on how to create high-quality knowledge that will increase agent adoption and provide a superior customer experience
You know you should be checking your knowledge articles for quality, but you dread the time and effort involved in manual spot-checks.
We’re here to tell you that improving your knowledge quality doesn’t have to be such a daunting process.
Watch the video that shares valuable tips and tricks on creating high-quality knowledge that will increase agent adoption of your knowledge initiative and keep your customers coming back.
How Important Is Quality For Customer Service?
Without a basis in quality, you can’t provide a great customer experience. Your knowledge management solution needs to be stocked with high-quality knowledge to satisfy your customers’ needs and resolve their issues.
Also, your agents need to know that your knowledge is reliable. Lack of confidence in your knowledge base can be a major obstacle to its widespread usage.
But what’s the recipe for a high-quality enterprise knowledge base? And how do you check for quality?
We’ve created an eBook you can download right away which shows that improving your knowledge quality doesn’t have to be a daunting process. We provide tips on creating high-quality knowledge that will increase agent adoption of your knowledge initiative and keep your customers coming back.
But how do you ensure the knowledge is actually going to be usable? Always keep your audience in mind when you are writing the article. Put yourself in their shoes – would it make sense to them? Will they understand the language you are using? And templates, like those found in our knowledge sharing platform, Solution Manager, are an easy way to make the content consistent and ensure your audience can find what they need quickly.
1. Identify your audience.
2. Use templates.
3. Highlight the important information.
4. Use graphics.
A picture paints a thousand words – use screen grabs or images as aids to describing steps or illustrating the answers. Research has shown that we remember visual images much better than words
5. Make it repeatable.
The more repeatable your method is, the more likely people will contribute content, because formatting decisions are pre-loaded. To ensure your content is being written in a consistent and effective way, why not download the ebook and share it with all those who are responsible for creating content?
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