We have compiled a list of tips for you on how to build and structure your knowledge base and the questions and answers it contains in order to achieve the best possible outcome for your contacts:
- Clear and logical folder structure
- Good categorization (enough subcategories to keep it tidy but not too many, e.g. not every question should have its own category)
- No questions with missing answers
- No answers with missing questions
- No duplicate questions
- No duplicate answers
- Questions are actual sentences and not just one or two words (context matters a lot!)
- Questions reflect the users intent, therefore they should be phrased from the users perspective (user often times communicate very differently compared to e.g. the admins from a company that are managing Userlike)
- At least 3 variations per questions
- Correct grammar etc.
- Answers that match the intended use case, e.g. not too long for Chatbots