Learn about the importance of a self-service knowledge base and find templates for 'Getting Started' articles that provide concise and useful information about your product or service. Improve customer satisfaction and reduce workload for customer support.
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.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
We’re happy to see that you have decided to use our knowledge base. We hope that you will be able to find all the answers to your questions related to our product/service here.
This platform is a friendly space where you can look for content according to your interests, ask questions, share opinions, support your fellow users, and get help from others 🙂
[Most important info about your product or service presented in an easy-to-digest way]: Before you dive deeper into our “How to” articles, tutorials, and video presentations, here’s some basic information you need to know about [product/service]:
Concise piece of information 1
Concise piece of information 2
Concise piece of information 3
Once again, we’re thrilled to see you here, and we hope you will find this knowledge base useful.
If you have any other questions, doubts, or problems, you can always contact our customer support team. Just click here to initiate a chat or call us at [phone number].
Hey there! Welcome to our knowledge base, a place where you can find answers to your most urgent questions in mere seconds.
This space exists because we want you to be able to resolve issues related to [product/service] on your own using the search function. Just type your question or some related keywords into the top right window and click “Search”.
[FAQ] Here’s a list of the most frequently asked questions that we receive from our users. Remember, reading them now may save you time later!
Frequently Asked Question 1 and link to the answer
Frequently Asked Question 2 and link to the answer
Frequently Asked Question 3 and link to the answer
Good luck, and we hope you’ll enjoy using [product/service]!
Since you are getting started with [product/service], here are a few knowledge base articles you may find useful:
Related article 1
Related article 2
Related article 3
If you can’t find answers to your most challenging questions, you can always reach out to us. Just shoot us an email at [email address], message us on any social media platform, or use the live chat to get in touch with one of our agents.
We’re always happy to help!
Customer Support Team at [company]
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.
Having a comprehensive FAQ page is a must-have for businesses as it provides self-service options for consumers and saves employees time. Creating an efficient FAQ page involves listing commonly asked questions, organizing and categorizing them logically, keeping answers short and linking to relevant resources, and maintaining and updating the content regularly. Different sections can be included based on the type of business and target audience, covering a variety of topics such as general information, orders, accounts, payment, shipping, returns/refunds, and security. FAQ pages are effective in generating traffic, creating product awareness, and improving knowledge base.
Surveys are an effective way to improve your marketing strategy by gaining customer feedback, but getting users to complete them can be a challenge. Offer incentives, keep the survey short, explain the purpose, and share the results to encourage responses. The average survey response rate is around 10%, so offering incentives like a discount code can increase response rates. The article provides survey email templates, including one that offers an incentive with a discount code. The email should explain why the feedback is important and thank the customer for their time. It's recommended to use email surveys because they're cost-effective and allow for honest responses.
Answering product/service-related questions
LiveAgent offers a free knowledge base software that allows for easy creation of content for agents and customers. Users can create customizable search widgets for easy access to articles and add custom branding. Additionally, separate internal articles can be added. LiveAgent also allows for multiple self-service portals per brand or product, with a 14-day free trial available. Comparison of LiveAgent Knowledge Base pricing with competitors is also provided. Related resources and templates are available for viewers.
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