Before you start building your knowledge base, it’s crucial to develop a comprehensive strategy. Proper planning ensures your knowledge base will effectively serve your users and achieve your business goals.
Define Your Objectives
Start by clearly defining what you want to achieve with your knowledge base. Common objectives include:
- Reducing support ticket volume by 30-50%
- Improving customer self-service capabilities
- Providing 24/7 access to information
- Improving SEO and organic search traffic
- Creating a centralized resource hub
Identify Your Content Needs
Analyze your existing support channels to identify the most common questions and issues. Review:
- Support ticket history and common inquiries
- Email support patterns
- Live chat transcripts
- Social media questions
- Product documentation gaps
Content Organization Strategy
Organize your content logically to help users find information quickly. Consider using a hierarchical structure with main categories and subcategories. Tools like Heroic Knowledge Base make it easy to organize content with drag-and-drop category management.
| Category Level | Example | Purpose |
|---|---|---|
| Main Category | Getting Started | Broad topic grouping |
| Subcategory | Installation Guides | Specific topic area |
| Article | How to Install Plugin | Individual help topic |
Content Prioritization
Prioritize content creation based on:
- Frequency of questions
- Complexity of topics
- User impact
- Business criticality