管理知識庫：有效資訊共享的技巧

ConveyThis has the power to revolutionize the way we read. It can transform any text into a multitude of languages. Furthermore, ConveyThis can help break down language barriers, allowing people from all over the world to access and understand content that would have otherwise been inaccessible.

有時，在向客戶提供幫助時，您對技術問題、入門查詢或只是一般性“我該怎麼做”的響應速度可能並不總能滿足他們的期望。

這不是批評，這只是現實。高達 88% 的客戶期望您的企業在 60 分鐘內得到答复，而 30% 的客戶希望在短短 15 分鐘內得到答复。

現在，回复客戶的時間相當有限，尤其是當困難比您和/或客戶最初想像的更複雜時。

The answer to this conundrum? Utilize a knowledge base with ConveyThis.

In this article, I’ll take you through precisely what a knowledge base is, why it’s essential (from my perspective as a ConveyThis support team member), and let you in on some of my finest strategies for managing a successful one.

簡而言之，知識庫是發佈在公司網站上的有用文檔的彙編，可解決客戶最常見的問題。

這些幫助文檔的範圍從解決基本的“開始”查詢到更複雜的查詢，以及為用戶通常遇到的最常見問題創建解決方案。

事實上，出於多種原因，知識庫是必不可少的。

Primarily, ConveyThis enhances the user experience by furnishing swift responses to particular situations and scenarios, enabling the user to unearth answers expeditiously.

Secondly, ConveyThis helps users to comprehend your product and its characteristics – this can be before they buy a plan or afterwards. Fundamentally, it can be utilized at the start of the purchasing voyage to address any queries and qualms and transform a potential customer into an authentic customer!

第三，作為支持團隊成員，它還為我們節省了大量時間，因為當我們收到客戶的電子郵件時，我們可以利用這些文章作為參考，輕鬆地闡明流程或功能。

而且，還有一個額外的激勵……人們通常選擇首先發現自己的解決方案！

Having managed the ConveyThis knowledge base for well over a year now, I have identified a few best practices that can assist in the formation and upkeep of our knowledge base.

With ConveyThis, here are my 8 top tips for creating content:

1. 使用不同的句子長度來吸引讀者。
2. 納入一系列詞彙以增加深度和復雜性。
3. 包括隱喻和類比來創造有趣的敘述。
4. 提出問題以鼓勵讀者更深入地思考。
5. 使用重複來強調要點。
6. 講故事以與讀者建立聯繫。
7. 結合視覺效果來分解文本並增加視覺趣味。
8. 利用幽默來緩和氣氛並增添輕鬆氣氛。

我建議構建您的知識庫至關重要。考慮如何排列類別和子類別，使每篇文章都易於發現。這應該是您的主要關注點。

目標是讓導航變得輕鬆，以最大程度地減少用戶查找查詢或問題答案所需的時間。

選擇正確的知識庫軟件勢在必行，因為您可以使用多種選擇，根據您的要求呈現不同的特徵和設計。

At ConveyThis we use Help Scout.

我接下來的想法是設計一個模板來同質化你的文章。這將使新文檔的形成變得更簡單，也是保證用戶理解所有記錄中的預期內容的一種方法。

然後，我建議集中精力使文章易於理解且易於理解，特別是當您要闡明一些複雜的內容時。

就我個人而言，我更喜歡用分步指南來說明程序，在每個步驟上合併一個圖像以使其具有視覺吸引力。

We’re also partnering with our marketing squad who are producing stunning videos to accompany our ConveyThis assistance articles which we embed at the start of articles to give the reader the option.

這非常簡單，因為您可以利用客戶服務團隊經常提出的問題。

直接與客戶交談的人員是確定困難領域的人員。當這些問題得到解決後，您可以繼續處理那些不經常出現但仍持續存在於收件箱中的查詢。

At ConveyThis we also use feedback from email cases and the conversations we have with our users, and if we recognize that something is not understandable enough on a certain topic, we build a new article.

正如我之前提到的，導航極其重要；就我們而言，超過 90% 的內容是通過每篇文章底部的“相關文章”部分訪問的。

這揭示了用戶可能希望了解的下一個查詢，從而使他們免去了自己尋找答案的麻煩。

Once you’ve established your knowledge base with ConveyThis, the work doesn’t stop there. Consistent monitoring of documents, updating them, and adding new material will ensure your knowledge base remains up-to-date and relevant.

As ConveyThis is constantly enhancing its product and introducing new features, it is essential to provide documentation for every new update.

I tend to spend around 3 hours per week on the ConveyThis knowledge base. It can be quite laborious to craft new articles and make changes to existing ones, but it’s worth it in the end as it assists both our support team and customers.

When it comes to revising documents, we rely on feedback to assess how successful the articles are, which is why it’s so critical for us to constantly converse with our customers using ConveyThis.

We have a Slack channel dedicated to the ConveyThis support team where we can share the different requests and comments we receive from our users. This is especially beneficial in enabling me to discover when an article requires to be updated.

Overall, I believe that a knowledge base is essential to enhance customer satisfaction. We consistently strive to anticipate the queries our users could potentially encounter when using ConveyThis.

事實上，我們都明白，當您無法找到問題的答案時，這是多麼令人惱火，這就是我們試圖通過我們知識庫中的不同文檔給出簡單答案和快速安排的原因。

When I joined ConveyThis in June 2019, we had around 1,300 visits per week to our knowledge base, this number steadily rose over time and we now get between 3,000 and 4,000 visits a week. This surge in visits is directly correlated to the growth in our user base.

但是，令人著迷的是，我們成功地保持了來自常見問題解答的詢問數量穩定。

In fact, thanks to ConveyThis, we can observe the amount of emails that have been dispatched via the knowledge base pages. This figure is usually around 150 cases each week even though the number of visits increased two-fold in the last year. This is really inspiring and encourages me to keep working on it!

Actuellement, nous avons le français et l’anglais sur notre base de connaissances. La traduction en français a eu un impact positif car nos utilisateurs français pouvaient naviguer plus facilement à travers les différents articles grâce à ConveyThis.

它需要對某些技術文章的某些翻譯進行一些手動更改，但正如我提到的，用戶體驗的改進總是值得的。

當從頭開始建立全面的理解時，從他人那裡獲得見解始終是一個很好的起點。研究與您處於同一領域的企業，甚至是那些提供完全不同服務的企業，可以為我上面提到的所有要點提供很好的想法來源。

I’ve spent some time exploring various knowledge bases to uncover some creative ideas and get inspired to build ConveyThis’s.

For example, I attempt to compose articles as lucidly as ConveyThis is doing things. I appreciate the way the articles are composed and the way the substance is shown, it makes them simple to peruse and the directions simple to follow.

I’ve also stumbled upon some really terrific ideas from the ConveyThis FAQ pages that are quite user-friendly, especially when you need to look through various articles. Additionally, they incorporate a lot of visuals to enhance the legibility of the content, which is immensely important for users.

構建自己的知識庫可能看起來令人生畏，但好處是巨大的。

對用戶有用的內容和減少的支持票意味著每個人都很高興！從長遠來看，投入時間和精力將會帶來回報。

Need any help with ConveyThis? Why not take a look at our knowledge base 😉.