Knowledge Article

Your users seek knowledge. They look for information, process steps, and troubleshooting tiers to find what they want to know quickly and easily. Need-to-know information can be included in a blog, but it’s not the perfect venue. A knowledge article takes users beyond blogging and on a path toward more empowering and useful information.

Think of knowledge articles as foundations. The final building blocks may include:

• FAQs
• How-to instructions
• Self-service help
• Summaries (components, features, etc.)
• Technical support
• Troubleshooting guides

Blogs vs. Knowledge Articles

Should you switch from blogs to knowledge articles? Blogs may seem less significant than knowledge articles, but they are an important source of relevant content. Knowledge articles provide proficiency-driven information that AI can’t duplicate: case studies, personal accounts, and professional experiences. Blogs should direct readers to knowledge articles to complete tasks.

Defining a Knowledge Article in Modern Support Environments

Support environments are human-centered with AI-powered omnichannels that help customers and employees quickly find answers. Chatbots, live chat, self-service portals, and ticketing help are available 24/7 within a solid support ecosystem.

Knowledge article content is available in a centralized database, enabling customer self-service and helpdesk agent effectiveness. Knowledge articles’ elements are structured to deliver speedy and understandable resolutions:

• Hyperlinks – Cite related blogs/articles; this keeps users engaged.
• Language – Use easy-to-understand language and avoid colloquialisms and cultural references that may confuse other linguistic speakers. (For example, “Bite the bullet,” or “It’s a piece of cake.”
• SEO & keywords – Follow traditional guidelines for establishing effective keywords and targeting search engine rankings.
• Titles – Let users know exactly what’s covered in the article. Use action-oriented verbs (“Find Your Account,” “Resetting Your Password”).
• Topics – Address one problem; one process.
• Visuals – Enhance understanding with charts, diagrams, screenshots, or brief videos.

Knowledge articles should be titled and categorized to mirror user intent. Common types of knowledge articles can include:

• Concept/informational content – This knowledge article explains the purpose and features of a product, policy, or service.
• Frequently asked questions – Always include the most commonly asked questions.
• Step-by-step instructions – Process guides should have chronological and easily followed directives for completing tasks.
• Troubleshooting guides – Include common how-to issues and provide easy-to-follow fixes or workarounds.

Key Benefits and Limitations of Using Knowledge Articles

SSOT (single source of truth) is a term that originated to ensure database integrity. This principle should also apply to knowledge articles; they should be revised when necessary to establish context. Updating the information also increases trust.

Best practices can also include:

• Maintaining an audit trail – Track changes so users can see the process evolution.
• Reviewing frequency – Assign article owners to review every 6- 12 months.
• Using “valid to” dates – Set automatic expiration or due-for-review dates to alert users.

Knowledge articles should be under their own tab or dedicated workspace. Embed the knowledge article reference within the case view for customer support agents. Agents can then find articles (or share articles with customers) without leaving an open ticket. Categorize knowledge articles in a prominent search bar for customer self-service support.

5 Benefits of Knowledge Articles

Well-maintained knowledge articles enable more efficient operations by empowering self-service and reducing AHT (average handling time) in customer care centers. This frees support agents to focus on more complex issues.

Other benefits include:

1. Common questions answered – FAQs are the frontline defense for customer support, despite poor resolution numbers earlier this decade. As the evolution of AI-driven solutions continues, FAQs will become increasingly user-helpful. Customers appreciate their own successes when navigating problems and fixes.
2. Consistency – Trusted document information (policies, procedures, workflows, etc.) establishes your single source of truth for teams and clients.
3. Faster resolution – Documented solutions quickly resolve customer issues and support teams, 24/7.
4. Lighter workloads – Basic questions answered by decision trees, FAQs, or AI-powered chatbots lighten agents’ workload and allow them more time to manage complicated issues.
5. Shorter onboarding time – New hires acclimate to their jobs faster with streamlined, easily accessible, role-specific documentation, how-to guides, and FAQs. This also lowers training expenses.

4 Knowledge Article Limitations

Knowledge articles can shorten customer service wait times and improve overall efficiency for most organizations. But the information is static; it cannot address every individual’s issue and may lack contextual depth.

1. Circumstances are variable – Some questions-and-answers are so customized that no knowledge article can address the issues. Businesses say AI has improved customer service interactions by as much as 87%. But sometimes, human input is required.
2. Hoarding – If the knowledge articles’ repository is not maintained, it can become cluttered with obsolete material. If it becomes generally disorganized, it can weaken CX and increase the amount of time agents spend researching information.
3. Implementation expenses – Building a knowledge article system and ensuring its functionality is an investment. You must identify authors and curators as soon as possible, and managers must also oversee their active, long-term participation and replace them quickly when they move on.
4. Information’s short shelf-life – In this century, data changes and degrades rapidly. Authors and dedicated curators will need to be diligent in keeping up with outdated information.

If a knowledge base is a centralized “library,” knowledge articles are the books. KMS Lighthouse can explain how your knowledge management platform should be your customers’ and employees’ searchable repository for quick-and-easy, accessible information. Contact us or book a demo today.

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