How I Write Effective Knowledge Base Articles [Guide]
HubSpot has published a new guide ‘
Diego Alamir says, “From my years of working in CX, I’ve come to see these articles as the backbone for effective customer support. Depending on the audience, they can take various forms:
- Step-by-step guides
- FAQs
- Troubleshooting instructions
- Detailed feature breakdowns
I’ve used text-based articles most often, but do love incorporating screenshots, videos, and infographics to make complex topics easier to understand. This is especially important considering people have different learning styles.
What makes knowledge base articles different from other content?
What makes a knowledge base article unique, in my experience, is its focus on practicality and clarity. Unlike blog posts, which might aim to entertain or inform, these articles prioritize delivering solutions in a straightforward way.”
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