4 Innovations for a Healthy Knowledge Base

By Harrison Clover   |   April 28, 2019
4 Innovations for a Healthy Knowledge Base
A healthy knowledge base receives continual iteration and improvement, which occurs when employees are empowered to contribute new content. Maintaining the health of your knowledge base also means harnessing the latest innovations that make contributing an automatic, streamlined process.

Here are several methods for keeping your knowledge base robust:

1. Design a roadmap for existing content and contributing new material. An expanding knowledge base may seem like a tangle of shared folders and documents. If staff has this perspective, their motivation to add new content may wane. Keeping the knowledge base organized during growth is key for maintaining agile help centers that result in high customer satisfaction. A document importer lets users connect to their help center, choose the documents to import, and generate sections to populate. Once imported, the user can review, arrange, and publish their content. Even drafts may be imported to be published later, but organized into relevant sections now.

2. Enable the right authors for the right content. You need to implement a robust review and publishing process to ensure that your customers see the most relevant material. At the same time, you want to motivate your agents to continually contribute content. This means establishing user roles that enable the right authors to create, review, and publish information. Rather than restricting anyone from adding new material, it creates a streamlined workflow for accurate contribution and vetting processes across your organization.

3. Promote material that is useful within tickets. You want your most relevant, useful material to be front and center. By giving users the opportunity to promote an article, you put this material at the top of the article list. Better visibility for the most useful data creates happier agents and customers.

4. Create a data-driven team. This is where metrics can be so advantageous. Insight into your team’s performance becomes more transparent, and helps you identify the most important pulse points along the customer base. You have statistics on the number of questions and answers created, how many views each article receives, and the number of subscriptions, votes, and comments. Innovative software can take this data, analyze it, and provide suggestions for new articles if a customer’s issue wasn’t addressed, thereby filling in your knowledge gaps.

A healthy knowledge base must be intentional. So create a roadmap for managing existing content and contributing new material. This allows you to identify existing content, so you avoid beginning from scratch. Ensure the right authors are identified and define user roles. This allows you to establish a robust review and publishing process for an organized approach to a robust knowledge base. Let users promote useful, relevant content to keep it highly visible, and be a data-driven team for effective insight that leads to continual refinement with the knowledge base.

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