Creating the Knowledge base

Creating the Knowledge base

Decisions prior-to creating

The creation of a Knowledge Base (KB), implies having a constant, clear understanding of the following aspects:
  1. When it's time to create a knowledge base, is it really necessary? Will it add or detract value to the company image?
  2. What function does it provide for the company? What problem or need does having a knowledge base solve? Should it be public or private? 
  3. What kind of content should be included? Created by the company or simply referenced? 
  4. Who will use it? Is it for internal use? For customers? What profile will the customers have? What will a customer expect to find? 
  5. When will it be used? During the purchase decision? While using WOZTELL? During configuration? 
  6. What device will it be used on? Smartphones? Browsers?
  7. Who is responsible for maintenance? 
  8. What KPI's are sought after?
  9. What is the article's creation process?

WOZTELL usage scenarios

WOZTELL is a service whose purpose is to solve customer queries related to their company's use of WhatsApp Business "Professional".
You can view different scenarios in which the knowledge base can be referenced in the below table:


Moment
Scenario
Need
Solution
Attracting the prospect
Possible customers search online for information about WhatsApp Business.
Woztell.com's SEO improvement
Definition and use of key-words.
Content re-use strategy and backlinks
Interest from the Prospect
We receive a greeting on the company's WhatsApp and the WhatsApp ChatBot, made by WOZTELL, manages it
Confirm the lead's actual interest and provide basic information prior to talking to us.
Forward links to articles with video content.
Interest from the Prospect
The Prospect whatsapps their queries
Reduce the client purchase cost by providing self-use content
Use WhatsApp with WOZTELL to send links to anchors within our KB. Have pre-defined text templates to save time
New subscription
The customer subscribes 
The customer needs to know what the next step is and we need to reduce time and errors when compiling the necessary signup information
Redirect the checkout page to KB articles that explain the signup process; we also send a thank you WhatsApp Template with all the necessary information
New customer training
At the time of purchase, the customer wants to know what training they will receive; after integrating WOZTELL into the customer's business software, training is needed.
Provide the customer with the necessary training content
Publish training content
New development training
Periodically there are new developments in product features
New development training is needed for users of the solution
Publish training content and launch a WhatsApp Template, notifying of the new development


Article creation process

The process for creating new articles in WOZTELL is detailed below: 
  1. A new article must be created due to: 
    1. A customer asks a question that is not answered in the current KB
    2. An update is launched and documented
  2. A qualified technician... 
    1. Creates an article in the KB tool, assigning the corresponding category and subcategory, and saves it as a Draft
    2. Advised the person responsible of the KB that there is a new article to be published
    3. Sends the link to whoever needs the answer to their question
  3. The person responsible for the KB revises the content in Draft on a weekly basis
    1. Adjusts content according to the general KB format
    2. Adds Images, GIF's and/or videos
    3. Adds internal links between articles
    4. Adds tags, expiration date, SEO
    5. Creates backlinks
  4. The technical department approves the content.
  5. The person responsible for the KB publishes the content, ensuring the Draft has been deleted.
  6. Content is distributed via WhatsApp Push Notifications
  7. The translator creates a version in the corresponding language