Nowadays, customers appreciate the possibility to look for information independently. Modern clients don’t necessarily want to consult customer service with each and every issue they encounter. That’s why more and more companies are creating knowledge bases – self-service portals that contain vital information about a product or service.
According to Forrester, 81% of adults who are online have, at some point, consulted FAQ pages or knowledge bases to look for information that will help them solve an issue or simply answer their questions. What’s more, the same study showed that over 53% of adult buyers are more likely to abandon an online purchase if they can’t find an answer to their question quickly and independently.
The conclusion is rather straightforward: if you want to meet the expectations of your customers, you should offer them a self-service option. A knowledge base is a great solution for that. In this article, you will find templates for “Getting Started” knowledge base articles.
The introductory “Getting Started” article should be rather short and concise. Its role is to greet your users and provide them with the most useful, basic information to start their journey with your product or service. Remember that many people don’t read long pieces of content thoroughly. Instead, they skim the text looking for words or phrases that are relevant to their search.
That’s why you should try to keep your “Getting Started” article brief, pleasant, and relevant for your customers. If possible, it should be 150-200-words long.
The writing voice of a “Getting Started” article should be consistent with your brand or company’s overall communication. If all other content created by your teams is kept in a light, conversational voice, it makes sense to continue this kind of communication in knowledge base articles. In addition to that, make sure that the language used to create your knowledge base articles is rather simple and easy to comprehend even for users that are not tech-savvy.
Even though the structure of a “Getting Started” article may vary from company to company, there are some common elements that each article should cover. These elements may include short descriptions of products or services, frequently asked questions, links to the most useful resources, and how to contact the customer service department.
The exact structure of a “GettingStarted” article depends on the type of product or service you offer, the technical knowledge or experience of users, and the most common issues that your customers encounter while using your product or service.
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