Getting Started with Answerbase for Self Help Support
Thanks for choosing Answerbase for your self help support needs. This guide goes over a few foundational elements to consider as you get started with configuring your Answerbase account and customizing your solution.
Add and Manage Your Categories or Tags
In your administration area, you'll see an option for either "Categories" or "Tags" in your main navigation depending on what configuration you've chosen for your site. If you've selected to support a hierarchical category structure for your site, we recommend that you create and organize your taxonomy so that your content can be appropriately organized as your customers post and browse content. We recommend 5-15 categories to start.
Import Content to Give Your Self Help Knowledge Base a Boost
Under "Content" you'll see the option to import Q&A content, which we recommend considering as you're getting started. Chances are you're coming to Answerbase because you're already managing a number of questions for your site, or you have some common questions that you know you'll be answering over and over again and would like to create efficiencies for. Use our easy import process in order to seed your database with quality content right from the start, which will save you time and increase engagement for your initial users.
Manage Simple Customizations
As you get started, take a look at the "Customization" section in your admin area. You can dig in as deep as you want here, but at a minimum we would recommend uploading your logo, changing your color settings, and updating your title and descriptions (all navigation elements under "Customization) so that you start with a branded knowledge base which will make it clear to your users that they're interacting with your organization.
Integrate, Integrate, Integrate
Your knowledge base is only going to provide great value if users find it easy and convenient to get to it and take advantage of the content. Think about where your target audience for the knowledge base currently lives and where they currently inquire about the content that you're looking to provide. Create navigation options so that they can easily post a new question and see relevant content. Here are some top recommendations to manage that:
Administration Tools Overview
If you would like an overview of our Administration Tools, please see our Administration Tools Overview Help Information which will walk you through the tools that are available in order to manage your content, users, and desired configurations.
If you have any specific questions on how to best configure and integrate Answerbase for your needs, please Contact Us and we'll make sure you're 100% from our end.
Add and Manage Your Categories or Tags
In your administration area, you'll see an option for either "Categories" or "Tags" in your main navigation depending on what configuration you've chosen for your site. If you've selected to support a hierarchical category structure for your site, we recommend that you create and organize your taxonomy so that your content can be appropriately organized as your customers post and browse content. We recommend 5-15 categories to start.
Import Content to Give Your Self Help Knowledge Base a Boost
Under "Content" you'll see the option to import Q&A content, which we recommend considering as you're getting started. Chances are you're coming to Answerbase because you're already managing a number of questions for your site, or you have some common questions that you know you'll be answering over and over again and would like to create efficiencies for. Use our easy import process in order to seed your database with quality content right from the start, which will save you time and increase engagement for your initial users.
Manage Simple Customizations
As you get started, take a look at the "Customization" section in your admin area. You can dig in as deep as you want here, but at a minimum we would recommend uploading your logo, changing your color settings, and updating your title and descriptions (all navigation elements under "Customization) so that you start with a branded knowledge base which will make it clear to your users that they're interacting with your organization.
Integrate, Integrate, Integrate
Your knowledge base is only going to provide great value if users find it easy and convenient to get to it and take advantage of the content. Think about where your target audience for the knowledge base currently lives and where they currently inquire about the content that you're looking to provide. Create navigation options so that they can easily post a new question and see relevant content. Here are some top recommendations to manage that:
- Clear Calls to Action: Make sure that you build access to your Answerbase right into the navigation of the site that they are already utilizing, and from the pages which spawn the most questions. This will give them an easy way of accessing your Answerbase which can address their questions automatically instead of going to other support channels which may require you to answer the same questions over and over again. Make it easy on them, so we can make it easy on you!
- Widget Integration: Look under "Integration" in your Answerbase administration site, and see the widgets that we have available which allows you to easily integrate an ask question call to action on your existing pages. The integration of these widgets can (1) give your users an easy way to ask their question right from your existing pages and (2) see relevant content that is already available and specific to the content that they're viewing when they realize they have a question they want to ask. Make it as easy as possible for them to access the Answerbase that you're growing.
Administration Tools Overview
If you would like an overview of our Administration Tools, please see our Administration Tools Overview Help Information which will walk you through the tools that are available in order to manage your content, users, and desired configurations.
If you have any specific questions on how to best configure and integrate Answerbase for your needs, please Contact Us and we'll make sure you're 100% from our end.
