I partnered with our researcher to find out what jobs our customers are hiring knowledge base products for, what’s working well and what’s not.
The main findings pretty much aligned with the product mission: Companies value personal communication with their users, but find it hard to scale as their user base gets bigger.
When they receive a large volume of support questions, they want to use knowledge base products to help answer the simple repeated questions, so that their customers can get help faster and their teams can focus on resolving conversations that require more investigations.
Our targeted customers
We're designing for customer success teams of small startups who...
- Usually have a single person as the owner of the knowledge base.
- Have a team of 5-10 CS staffs who will use the knowledge base articles as reference to answer user questions.
- Their products are unlike large scale complex products that require deep hierarchical levels of help content.
Top pain points
Almost all companies highlighted the job of maintaining help content as the biggest pain point:
- It is hard to figure out what content are out of date, especially when there are changes in the product.
- When they plan to write new help content, it’s not easy to know what topics they should write next that would provide the most impact.
- It is usually one person’s job to maintain content, not a collaborative effort. A simple small content fix require requesting the person in charge.
- Web analytics for knowledge base answers some basic questions such as what content are viewed most or least, but is not insightful enough to inform actionable changes.
End-user research findings
We also did some research with the consumers of knowledge bases to better understand their behavior and perceptions:
- Some people would naturally look for self-serve channels before they’d consider contact support.
- They perceive contacting support as more barriers to get their question answered quickly.