Sa panahon ngayon, mas nagugustuhan na ng customers ang posibilidad na maghanap ng impormasyon nang sarili nila. Ayaw na masyado ng mga modernong kliyente na magkonsulta sa customer service sa bawat isyung maranasan nila. Kaya dumarami na ang mga kompanyang gumagawa ng knowledge base – mga self-service portals na naglalaman ng mahahalagang impormasyon tungkol sa isang produkto o serbisyo.
Ayon sa Forrester, 81% ng adults na naka-online ay, kahit papaano, nakapagkonsulta na minsan ng FAQ page o knowledge base para maghanap ng impormasyon na matutulungan silang ayusin ang problema o kahit simpleng sagutin lang ang tanong nila. Dagdag pa, nakita rin sa parehong study na higit sa 53% ng adult buyers ang puwedeng iwanan na lang ang binibili nila online kung di agad sila makahanap ng kasagutan sa tanong nila kapag naghanap sila.
Malinaw naman ang conclusion: kung nais ninyong matugunan ang inaasahan ng mga customer, dapat kayong mag-offer ng self-service option. Ang knowledge base ang magandang solution doon. Sa article na ito, makakakita kayo ng templates para sa “Getting Started” knowledge base articles.
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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]
Ang panimulang “Getting Started” article ay dapat maikli pero detalyado. Ang silbi nito ay para batiin ang users ninyo at magbigay ng kapaki-pakinabang na basic information para simulan ang kanilang journey kasama ang inyong produkto o serbisyo. Tandaan na hindi nagbabasa ang karamihan ng mahahabang article hanggang dulo. Palaktaw-laktaw sila kung magbasa, na tinitingnan ang mga salitang kaakibat ng hinahanap nila.
Kaya dapat ay gawing maikli, kaaya-aya, at may silbi sa customer ninyo ang inyong “Getting Started” article. Kung posible, dapat nasa gitna ito ng 150-200 na salita.
Ang tono sa pagsusulat ng “Getting Started” article ninyo ay dapat kahalintulad ng pangkalahatang tono ng brand o kompanya ninyo. Kung ang ibang content na ginawa ng teams ninyo ay magaan lang at conversational, may saysay naman na dapat ganito ring tono ang ipagpatuloy ninyo sa mga knowledge base article. Dagdag pa, siguraduhing ang wikang ginamit sa knowledge base articles ay simplehan lang para madaling maintindihan ng kahit hindi tech-savvy na mambabasa.
Kahit na nag-iiba-iba ang structure ng isang “Getting Started” article depende sa kompanya, may ilang common elements na dapat kasama sa bawat article. Kasama rito ang maiikling description ng mga produkto o serbisyo, frequently asked questions, links sa mga kaakibat na resources, at paano makokontak ang customer service department.
Ang eksaktong structure ng isang “Getting Started” article ay nakadepende sa tipo ng produkto o serbisyo ninyo, sa technical knowledge o experience ng users, at sa pinaka-karaniwang isyung nakakaharap ng customers habang ginagamit ang inyong produkto o serbisyo.
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