Providing Exceptional Customer Support Across Any Business with Knowted
Knowted isn’t just for tech companies—it can help any business deliver valuable support to your customers. Whether you sell consumer products, financial services, or insurance, Knowted helps you organise your knowledge and make it easier for users to find the answers they need.
Organising your Documentation
There are four levels of organisation within Knowted, these are:
- Collections
- Categories
- Articles or Guides
- Variants
A suggested documentation structure for physical or non-software based products would be:
Use Collections to represent high-level products, or when you expect your users to be interested in one area of your business, but not another. Examples could be:
- Televisions, Speakers, etc.
- Personal Banking, Business Banking, etc.
- Life Insurance, Health Insurances, etc.
The second level is Categories. Categories can either be task oriented, or refer to a specific product. Examples here could include:
- Specific TV model or family
- Checking accounts, lending, etc
Steps to create a Category are here.
The final level is the content! Articles should relate to the specific category and collection, and help your users.
Optimising your Documention
The power of Knowted is to automatically optimise your product documentation by re-writing or flagging articles for review. Documention on Knowted can be constantly testing multiple variants to your user to help your customer's get the assistance they need, without the need to contact your support teams.
This is no different if you're supporting real-life products. To ensure this happens, we suggest suggest selecting "Automatic Optimisation" on the Optimization mode. You can learn more about adding articles here.
Knowted will then measure the effectiveness of your content, providing your content teams with real insight on the value of product documentation.