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6 Mistakes When You Build Your Freshdesk Knowledge Base

Posted on 13 Oct 2020



Your Freshdesk knowledge base will operate as a sustainable and comprehensive support system only if you use it correctly. Let us help you avoid the most common mistakes. 

Unbranded Knowledge Base

How do you find redirections from the main website when you open some new resources without logos, colors, and other brand details? It’s freaky, isn’t it? That’s how your clients feel when they’re forced to use a new website for more information or additional options. 

Messed Navigation

All solutions and answers should be found with ease and comfort. Besides, customers should understand where to look for the issue they’re interested in. Thus, place articles logically, choose proper category names, and make sure that all knowledge base titles are self-explanatory for clients. 

No Search Bar

Even well-categorized lists full of helpful knowledge base articles might seem imperfect if they’re deprived of the search bar. How to find a relevant article fast in this case? Offer the search functions; otherwise, customers may stop using the knowledge base at all. 

Restricted Access

Self-service is known as the fastest and easiest way to find solutions for customers. However, not all of them are ready to sign in when they use your Freshdesk knowledge base. It sounds like a tiresome task for sure! 

Hard to Leave Feedback

Suppose it’s difficult or impossible to give feedback. In that case, it’s most likely that customers won’t rely on your self-service systems and channels. They know that their problems and issues aren’t to be heard or solved while improvements aren’t to be made at all. 

Out-of-Date Knowledge Base

When you build your knowledge base, it requires the most time and work. Therefore, we recommend keeping it up-to-date by improving its design, updating pictures or screenshots, categorizing, making the user interface more pleasant and client-oriented, and so on. Failing to maintain the base properly, you might need to build it over again in time. 

Check yourself against these points, and your Freshdesk knowledge base will serve you effectively. In its turn, your business will develop and grow with such a sustainable support system. 

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