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知识库:入门模板

如今,客户偏向于独立查找信息的可能性。现在的客户并不一定要向客服咨询他们遇到的每个问题。这就是为什么越来越多的公司正在创建知识库——即包含产品或服务重要信息的自助式门户网站。

知识库入门模板
LiveAgent知识库中的入门文章

知识库—您的企业需要一个吗?

根据Forrester的数据,81%的成年网友在某种程度上都咨询过FAQ页面或知识库,以寻找能够帮助他们解决问题或简单地回答问题的信息。此外,该研究还显示,超过53%的成年人买家如果不能快速、独立地找到问题的答案,就更有可能放弃购买。

结论很简单:如果您想满足客户的期望,你应该为他们提供自助服务。知识库是一个很好的解决方案。在文本中,您将找到“入门”知识库文章的模板。

Peter Komornik

LiveAgent 结合出色的实时聊天、工单和自动操作,令我们得以向客户提供卓越的支持。

Peter Komornik,首席执行官
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知识库:入门模板

入门模板 1


Welcome to the [company] Knowledge Base!

We’re happy to see that you have decided to use our knowledge base. We hope that you will be able to find all the answers to your questions related to our product/service here.

This platform is a friendly space where you can look for content according to your interests, ask questions, share opinions, support your fellow users, and get help from others 🙂

[Most important info about your product or service presented in an easy-to-digest way]: Before you dive deeper into our “How to” articles, tutorials, and video presentations, here’s some basic information you need to know about [product/service]:

Concise piece of information 1
Concise piece of information 2
Concise piece of information 3

Once again, we’re thrilled to see you here, and we hope you will find this knowledge base useful.
If you have any other questions, doubts, or problems, you can always contact our customer support team. Just click here to initiate a chat or call us at [phone number].

入门模板 2

Hey there! Welcome to our knowledge base, a place where you can find answers to your most urgent questions in mere seconds.

This space exists because we want you to be able to resolve issues related to [product/service] on your own using the search function. Just type your question or some related keywords into the top right window and click “Search”.

[FAQ] Here’s a list of the most frequently asked questions that we receive from our users. Remember, reading them now may save you time later!

Frequently Asked Question 1 and link to the answer
Frequently Asked Question 2 and link to the answer
Frequently Asked Question 3 and link to the answer

Good luck, and we hope you’ll enjoy using [product/service]!

入门模板 3


You’re finally here, welcome!

Since you are getting started with [product/service], here are a few knowledge base articles you may find useful:

Related article 1
Related article 2
Related article 3

If you can’t find answers to your most challenging questions, you can always reach out to us. Just shoot us an email at [email address], message us on any social media platform, or use the live chat to get in touch with one of our agents.

We’re always happy to help!

Customer Support Team at [company]

常见问题

一篇知识库的“入门”文章应该有多长?

介绍性的“入门”文章应该相当简短和简洁。它的作用是迎接您的客户,并向他们提供最有用和最基本的信息,让他们开始使用您的产品或服务。请记住,许多人不会完全阅读长篇的内容。相反,他们会浏览文本,寻找与他们搜索相关的单词或短语。

这就是为什么您应该尽力保持您的“入门”文章简短且令人愉悦,并且还要与您的客户相关。如果可能的话,长度应该要是150-200字。

我应该使用什么样的写作风格?

一篇“入门”文章的写作风格应该与您的品牌或公司的整体基调保持一致。如果您的团队创建的所有其他内容都是轻松或对话的形式,那么在知识库文章中继续保持这种交流是有意义的。除此之外,确保用于创建知识库文章的语言相对简单易懂,甚至对于不懂技术的用户来说也易于理解。

每一篇“入门”文章都应该包含哪些信息?

尽管“入门”文章的结构可能因公司而异,但每一篇文章都应该涵盖一些共同的元素。这些元素可能包括产品或服务的简短描述、常见问题、最有用的资源的链接,以及如何联系客户服务部门。

“入门”文章的确切结构取决于您提供的产品或服务的类型,用户的技术知识或经验,以及您的客户在使用您的产品或服务时遇到的最常见的问题。

今天就试用LiveAgent​

我们提供从大部分热门帮助台解决方案进行迁移的服务。

3000+ 评论 Trustpilot GetApp G2 Crowd

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “How long should a knowledge base Getting Started article be?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “The introductory article should be rather short and concise. Its role is to greet your users and provide them with the most useful, basic information to start their journey with your product or service. If possible, it should be 150-200-words long.” } }, { “@type”: “Question”, “name”: “What writing voice should I use?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “If all other content created by your teams is kept in a light, conversational voice, it makes sense to continue this kind of communication in knowledge base articles. In addition to that, make sure that the language used to create your knowledge base articles is rather simple and easy to comprehend even for users that are not tech-savvy.” } }, { “@type”: “Question”, “name”: “What information should every Getting Started article include?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “The article should include elements, such as short descriptions of products or services, frequently asked questions, links to the most useful resources, and how to contact the customer service department.” } }] }
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