Creating a self-service customer knowledge base is a journey that involves not just design but also strategic thinking. In the development of the easyStorage knowledge base, I had the privilege to not only strategise and conceptualise the site but also design it with user-friendliness in mind. This WordPress-powered platform was crafted to empower our customers, providing them with a wealth of information at their fingertips. The goal was clear: make knowledge easily accessible, and I achieved it by diligently gathering information and crafting 100 informative articles across six departments.
The success of our knowledge base is not just in its existence but in the data that reflects its impact. With an impressive 3.5k users in just seven months, it’s evident that our customers have found tremendous value in the resources we’ve provided. The numbers tell the story – a 62% article success rate showcases that our content is addressing their queries effectively. What’s more, our 60% engagement rate indicates that our users are not only finding answers but actively exploring the information available, which is precisely what we aimed for.
