As you watch your support team spend their days answering the same questions over and over again,
“There’s got to be a better way to do this.”
And it’s so much easier to implement than you think.
Keys to a Kickass Knowledgebase.
Giving small-but-mighty support teams the tools they need to create and maintain a kickass knowledge base
hiring technical writers, investing in expensive software, or setting aside huge chunks of time for the project
Get instant access to your step-by-step guide and personal feedback and support from an expert with 20 years’ experience with knowledge management in customer operations
Keys to a Kickass Knowledge Base Includes:
If you’re looking to make your self-service knowledge base way more effective, you need to read this. It doesn’t take long to get through, but is packed with actionable steps and some great examples.
ICT Change Manager, SA Health
Kickass KB has given us a lot to think about changing, already.
IT Operations Manager, Fusion Professionals
The lessons are short and easy to read, and there are valuable insights from the first booklet.
Founder, CIO Pulse
I don't know anyone that knows more about IT knowledge management than Aprill Allen. There's guidance in here that I refer back to all the time.
You know that kickass customer support creates massive value
You’re open to new ideas, excited by new technologies, and passionate about customer success.
You know that you and your team have the potential to drive retention, product engagement and referrals.
You know that the boots-on-the-ground perspective you’ve got is packed with insights that the product management team could use to bring in even more customers.
But there are only so many hours in the day. Putting out fires, training new support hires, and just juggling everything that an average Tuesday throws your way doesn’t leave a lot of time for things like exploring automation or briefing the product lead.
What you need is a kickass knowledge base
A knowledge base that works for you as hard as it works for your customers.
A knowledge base designed to support the support team.
So you can:
Free up the time you currently spend answering repetitive questions, listening to repetitive concerns and solving repetitive problems
Spend that time on new and more interesting projects, exploring new options and avenues for customer success and integrating new solutions
Ensure consistent, high-quality responses across teams
Empower your customers to find the help they need as soon as they need it
Onboard new and casual hires quickly and painlessly, so that they’re confident and ready to hit the ground running without constant babysitting
Earn a seat at the product table with timely, relevant, valuable feedback: spurring improvements and new features
“Okay, sounds great, but exactly when and how am I supposed to build this thing?”
Fair question. But that’s the best part. The techniques and methods I share in Keys to a Kickass Knowledge Base are designed to help you and your team build as you go.
This means that you don’t need to set aside a whole task force and big blocks of time for a big, intimidating and expensive KNOWLEDGE BASE PROJECT (dun dun dun)
It also means that your articles naturally get sharper, more useful, more specific and more relevant every time your team interacts with a customer.
I’ve spent time working in and with customer teams from scrappy start ups to enterprise giants like NAB, and I know exactly how hard you work and how little time there is for fluff and frills.
That’s why I created Keys to A Kickass Knowledge base to be a brisk, no-nonsense, step-by-step guide that shows you exactly what to do, when, and how.
You can pick it up and put it down at your own pace. And if you’re ever feeling unsure, you can email me directly for a dig out.
Look inside: what you’ll learn
Module 1 – Strategy and Culture
Lesson one: Why what you’ve tried before hasn’t worked
Lesson two: The real reason most knowledge base efforts fail
Lesson three: Benefits beyond the customer experience
Lesson four: Preparing your team for change
Module 2 – Writing and Improving Articles
Lesson five: Making your knowledge articles findable
Lesson six: Why a consistent structure is helpful
Lesson seven: Things you can do to improve search
Lesson eight: Ditching the overhead of mass updates
Module 3 – Optimising Self Service
Lesson nine: Organising your knowledge base
Lesson ten: Self-service that brings all the people to the yard
Module 4 – Metrics and KPIs
Lesson eleven: Measuring team participation
Lesson twelve: What does success look like?
Meet your new knowledge base BFF
Hi. I’m Aprill Allen.
In a couple of decades advising and working with SaaS companies of all sizes, I’ve seen so many smart, ambitious customer team leaders come up against the same issues over and over again. I’ve lived through all of those issues myself! I’ve also seen first-hand how quality of life for customer service teams improves once there’s a functional, healthy, evolving knowledge base in place. It’s a life-changer and a career changer!
I created this course with my younger self in mind, and have filled with everything I wish I could have known the first time around. I’ve distilled all that experience and the latest best practice methodology from Knowledge Centered Service (KCS v6R) into something that’s quick to consume, super practical, and immediately actionable.
I want to give you the confidence to lead your team through growth and behavior change, and to get the attention and support you need and deserve from leadership. And if you’ve ever got any questions or need some advice from someone who’s been there, I’m only an email away.