Here’s a simple process to help keep your knowledge base in good shape. When it’s in good shape, you’ll be able to take advantage of customer self-service and automated chat. Click on the infographic to see it in full-size.
A knowledge base is only as good as the information it contains. I think incorrect, out-of-date, and confusing articles are more common than most people would like to admit. Stay flush with your knowledge base currency by regularly reviewing existing articles. If you notice anything wrong with an article while you’re busy doing or looking for something else, flag it when you see it, so you can review it when you have time. If you’re following KCS methodology, articles will be in draft—ready for review—before being published. Just like any good writer has an editor, it’s good quality control to have a peer review your article for inconsistencies, anyway, before pushing the self-destruct publish button.
Don’t get too granular straight away. It’s like going to a restaurant with a menu full of acceptable choices—it’s too hard to decide and you end up with the parmigiana.
‘General’ or ‘miscellaneous’ is the parmigiana of knowledge base categories.
For the small business owner and entrepreneur, there will probably come a time when you need to think about delegating. You’ll get busy, then you’ll become successful (if you aren’t already), and you’ll get even busier. Of course, you’ll be needing a personal assistant, eventually, to handle incoming email, phone inquiries, shipping and payment issues. Maybe you’ll outsource the comment and community management on your blog, maybe it’ll be someone handling your twitter responses.