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Improving Search Techniques on Your Knowledgebase

Having difficulty finding what you want in the Parature Knowledgebase? The following tips are meant to provide enhanced techniques to improve search results. Also provided, are a few ideas on how to leverage your own knowledgebase to improve the satisfaction of your end users.

Searching the Parature Knowledgebase™

Search keywords rather than entire phrases. Let’s say you are looking for a video tutorial on how to submit a ticket. Your first thought may be to search “video tutorial how to submit a ticket” as your phrase, but this may not render the desired results because there are so many combined words that the search engine is looking for. Begin with something simpler like “submit a ticket” or “video submit ticket”. This kind of search may return more than one result, but it should be easier to find the article you are looking for. Read more »

Knowledge for Your Knowledgebase

Often times, companies fall short of having the appropriate resources for managing their Knowledgebase, such as a Technical Writer or Administrator. Sometimes knowledgebases are even managed by more than one individual. With this mix of resources, it can frequently be difficult to collaborate and maintain a clean and informational knowledgebase. These obstacles shouldn’t deter you from striving for a robust knowledgebase though. Implementing specific practices and procedures can help improve your knowledgebase and maintain its prime condition.

Let’s start with the basics-what are the best steps in reviewing a knowledgebase article and its location? Begin by considering folder structure and layout. What questions do your users ask the most? What items are they most likely to look for when navigating to the knowledgebase? Organize your folders based on the needs of your end user, whether this is structuring them for beginners to experts or starter information to advanced techniques. Start with analyzing how your customers will read the knowledgebase; this will be your most helpful tool in folder layout. Read more »

Young gaming customers are a special group, and their customer support needs are in a class by themselves.

Perhaps few understand this better than Steve Wilson, Customer Service Manager at Cartoon Network’s MMOG – FusionFall, whose customers are primarily boys age 8-13.

To determine what kind of customer support would best serve this audience, Steve’s team turned to focus groups. (To get the most participation, the focus group asked a lot of questions about the game itself, then Steve’s group ‘snuck in’ some questions about their support needs.) Not surprisingly, the findings showed that traditional support vehicles – phone, knowledgebase – didn’t work for this group. Instead, they discovered several recurrent themes. Read more »