传统的客户支持方法是死亡缓慢，越来越多的公司转向提供出色支持的高级技术。在小型企业方面，自助战略是帮助客户的理想方式。
One study表明，有70％的客户更喜欢访问公司的网站来找到他们的问题的答案，而不是发送电子邮件或打电话给支持团队。同时，另一项研究的数据至少表明51％的客户宁愿访问在线托管的知识库的支持。
With many customers opting for self-support, creating a knowledge base becomes an ideal solution for small business. Knowledge base software enables you to create various informational content which can be used for employees as well as for customers. For example, FAQs, user guides, product manuals, articles etc., are the typical examples and elements of a knowledge base.
But, is having a knowledge base enough to ensure that clients are happy and satisfied? Does it provide you leads and higher conversions? And most importantly, does a plain knowledge base provide excellent experiences to customers?
如果您的网站上已经有知识库，那就太好了。但是，现在是时候进入下一步，该步骤对提高知识库的表现非常重要，从而为您带来最佳结果。有六种方法可以帮助您改善网站的知识库并将其成为客户的首选：
1. Relevant information
Developing content that adds value to your customers is the key to capturing and retaining their attention. Your knowledge base is an information repository where your customers can find quick answers. As such, the content you put in this repository should be accurate, relevant, and easy to scan.
For instance, an会计软件提供者将在常见问题解答部分中包含有关其产品的详细信息。
为了确保您提供观众所需的正确信息，请与客户支持团队合作，以确定客户和提供给他们的解决方案提出的常规问题。此外，请查看过去与客户在社交媒体，电子邮件和先前的帮助台机票上发生的互动，以确定他们遇到的频繁问题。使用此信息为您的知识库开发内容，并在纠正任何矛盾和语法错误的同时让您的员工进行审查。
考虑使用视频和视觉图形来增强您的写作内容。您可以使用不同的内容格式来帮助您的访问者轻松找到所需的答案 - 从教程和屏幕截图到信息图表和视频。此外，使您的知识库易于理解，以便访问者可以向他人推荐并在社交媒体上分享。
2. SEO友好性
On the cyber planet, out of sight means out of mind. You need to be constantly in the spotlight to gain attention, and that can happen only if you have done your SEO right. As such, there is no better way to drive customers to your knowledge base than developing better content that ranks high on search engines. According to one study,93％of online experiences begin on search engines. And,51％网络流量来自有机搜索。这些数字证明，对SEO友好的知识库更有可能吸引客户的注意力并吸引新的前景。
There are several ways to boost your website’s knowledge base through SEO. The first one is keyword optimization, which can be achieved by targeting certain keywords that make your content visible online in places where customers are searching. Metadata optimization is another SEO strategy. Here, you include keyword phrases in your titles, URLs, images, and meta descriptions.
Besides optimizing your content, ensure that you also优化您的知识库for mobile devices. As an online portal, a knowledge base should be easy to access on smartphones and tablets.
3. Ease of navigation
People who need to address an emergency will not have the time to go through hundreds of articles. This means the way you organize content in your knowledge base is the key to attracting customers. Besides uploading valuable content, your visitors should be able to navigate your website with ease and find the information they need within the least time possible.
To do this, you need to prioritize用户体验. Create a structure for your knowledge base by organizing content based on your objective or the topic. Categorize articles that address similar problems together so users can locate them as fast as possible. Further, make information more appealing by using breathing spaces, screenshots, visual images, and specific titles.
4.搜索功能
According to Moz, at least30％of people who visit a website perform an on-site search. Such visitors are more likely to visit the site again to find information. At the same time, their chances of making a purchase are twice as high. As such, having a search function on your knowledge base will not only improve your customer’s experience, but it will also drive traffic to your site and increase sales.
通过您的搜索功能进行战略性，并放置搜索栏，人们可以轻松地找到并使用它。像其他搜索引擎一样，使用分析来识别访问者在知识库中找到信息的关键字。一旦知道关键字，请使用它们来优化您的内容，以确保每个关键字反映相关结果。
重要的是，您必须分析成功和失败的关键字搜索之类的数据，以确保以某种方式疑问的客户不会在裂缝中脱颖而出。当您拥有此数据时，您可以在知识库中添加更多文章并改善现有内容的内容。以提供搜索建议的方式配置搜索功能。这将使您的访客能够快速找到答案，并找到他们第一次进行搜索时想要的文章。
5. Page loading speed
一些统计数据表明47％的消费者希望在两秒钟内加载一个在线页面，而40％放弃了需要三秒钟或更多秒钟的网站。这意味着，如果您的知识库页面不在两秒钟内加载，则您的客户将放弃您的网站并在其他地方找到答案。
There are several ways to address this problem. This includes reducing your server response duration to below 200ms, optimizing images, reducing redirects, and enabling and testing gzip compression support. In addition, implementing simple actions like organizing your knowledge base and removing large images, unoptimized scripts, and unused components can help improve loading speed.
6. Track searches and update the knowledge base
监视客户定期进行的搜索活动，以了解其有效性。此过程将使您能够识别信息差距，这可能有助于为您的存储库创建新内容。
同时，确定成功和失败的搜索以及受欢迎且评级不高的文章，以了解客户的想法。考虑使用分析工具来查找未能产生访问者想要并改善关键字优化工作的结果的搜索词。分类您的顶级类别和文章以更好的方式为客户提供服务。
Conclusion
知识库是发展业务的重要策略。它使您能够与客户保持持续的互动沟通，尤其是在他们需要帮助时。
通过实施上面讨论的提示，您可以提高知识库作为自支持平台的有效性。
这些观点仅由作者制定。
