The PLT4M community has been getting a lot of traffic because of the way we’ve been utilizing our knowledge base content. If you are currently using the inSided knowledge base, instead of federated search, this article may be relevant to you. 

We’ve managed to integrate our community knowledgebase into multiple points of the customer journey, so users know that their questions can be answered in the community. If a user is already visiting the knowledge base often, they are more likely to participate in the community forums, simply because they are visiting the homepage more. Once on the homepage, featured content may catch their eye. 

Below are some of the strategies that we’ve been using: 

1. Link to our knowledge base in support auto-response: 

When a customer asks a question, they receive an automated response, letting them know that their inquiry has been received. We take this a step further and nudge them to browse the knowledge base as they wait. Support reps also have the community link in their signatures. 

2. Links inside additional support articles 

When a reader is searching for knowledge, we make it easy for them. If there is an opportunity to link additional content within a support article, we show the right link at the right time, which helps them become product experts.

We also create customer facing “success story” content, in which we incorporate knowledge base articles directly into them. That way, if a customer is inspired by the way another customer is using our product, they can click the how-to article right there within the case study. 

3. Support reps link users to knowledge base answer, instead of typing the answer

Training your users to use the knowledge base requires repetition. When possible, link your users to a knowledge base article, instead of typing the answer manually. To personalize the response, you can add in a personalized message and then include the link. 

4. During the onboarding process, provide the top 10 articles about account set up

During the onboarding stage, customers are very eager to gain additional information about your platform. This is the perfect opportunity to engage your users and train them to use the knowledge base. Onboarding with our product requires users to visit our community because we’ve included certain onboarding articles in the form of a “checklist” within our knowledgebase. 

5. Create a progressive onboarding campaign 

As your customers process during the maturity model, their need for more advanced knowledge will increase. Our team provides information overtime that increases in difficulty. This content will come via email, linking them to the right content at the right point of their journey. 

6. We are using the embeddable widget in our product.

And we highly recommend it!