What company wouldn’t want to help customers embrace their ability to self-serve? Most customers want to be able to help themselves. You could have the best self-service information available, but it’s not very useful if your customers (or your employees) can’t find it. From the words of Top Chef, plating and presentation is everything.
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge. The way your customers interact with your brand resources is an impression of your company and the service you provide. If navigating your site is a frustrating process, your customers are going to feel frustrated with your brand. People like smart, clean organization that’s easy to navigate, so plate your knowledge as cleanly as beautifully as possible, and serve up some knowledge management.
Here are three of our favorite knowledge management examples, and perhaps the kind of knowledge base your company will want to develop:
Evernote made our top knowledge management list because they keep things beautifully simple. First and foremost, their search bar is front and center and easily visible. Customers want to be able to easily search a specific issue they have, rather than combing through a maze of endless articles. Evernote’s help center also has a list of top articles, as well as a clearly marked way to get more help from other resources if needed.
Canva’s knowledge management makes it easy to access the basics on getting started, or when something isn’t working. However, they also offer something unique—they allow customers to suggest features. Canva understands that customers interact with their product and website the most. They’re a wealth of information when it comes to what Canva can develop and improve on.
By giving customers a voice, Canva gains a valuable opportunity to learn from their customers and improve their business process as a whole. Not only that, Canva’s knowledge management comes with a thorough sidebar of information with simple titles and well-designed organization methods centered around creating designs, account basics, and using Canva for work.
Instacart made our top knowledge management examples because of its utter simplicity, even for those who aren’t savvy with technology. They host a prominent search bar and clean graphics on common customer questions, such as how Instacart works, how much it costs, and the ins and outs of ordering and delivery through Instacart. Instacart’s help center consists of crisp knowledge organization and clean content categories, making it an easy process for self-sufficient customers to find answers.
Presentation is key
All three knowledge management examples have a few knowledge base design best practices in common, including an easily accessible search bar, short and simple article titles, and a clear process to get more help if needed. They’re worthwhile practices to follow: when customers are able to self-serve, companies reap the rewards. Gartner reports that organizations with proper knowledge management in place can reduce overall support costs by 25 percent. What’s more, 94% of Zendesk Guide users reduced support costs by 50% or more.
Navigating an unfamiliar website can be daunting, but presenting your knowledge management in a simple, beautiful manner can make your customers’ (and employees’) lives easier—especially if they’re already seeking help. A complicated help center is only another barrier for a customer to find answers, so remember: keep it simple.