Wix Answers Help Center
Getting Started With Your Knowledge Base Articles
Get started creating the articles you can use in your Help Center, Widgets, and Ticketing System.
After researching the questions your customers ask, categorize the information so that you have a structure in place to begin creating helpful articles. As your products and services grow, update your articles regularly.
After researching the questions your customers ask, categorize the information so that you have a structure in place to begin creating helpful articles. As your products and services grow, update your articles regularly.
Tip:
Remember, creating supportive content takes time. Approach it one step at a time and stay organized.
Step 1 | Research and Outline Your Articles
To better understand the articles you need, find out the questions your customers are asking. This helps you identify common threads and provide a basis for your category list.
Where to look:
- Community forums: See what questions customers are asking each other, and in which areas they are experiencing the most difficulty.
- Social media channels: Customers often go to social media to look for help or express frustrations.
- Support tickets: Identify your customer’s main pain points by analyzing support tickets, chats, and calls.
- Support agents: Make a list of popular issues and themes your support agents have come across.
Step 2 | Create Categories for Your Content
Think about the information to include, and divide it into main categories that your customers can easily choose.
Here are 5 suggested main categories to begin with:
- Getting Started
- Setting Up
- Managing Your Account
- Account Settings
- Billing and Pricing
You can organize your content into categories and subcategories. Learn More
Step 3 | Create Your Articles
Think about your target audience — are they beginners, experts, or intermediate? Keep your language eye-level, so everyone can easily understand. Also consider both visual and verbal learning styles. Include screen captures, videos, html code, links to related content, and more.
You can create different types of articles:
Informative Article
Feature Request
Known Issue
Step 4 | Update Your Content Regularly
A help center is ongoing, just like your business. When you are up and running, read the information below to understand how to maintain the best help center you can as your company grows.
Update your content on an ongoing basis, based on:
- New features: Create articles for new features and update feature requests to reflect relevant releases.
- Changes to existing features: Update your articles to reflect changes to your products and services.
- Known issues and bugs: Update the life cycle status of Known Issue articles as the issues are handled and addressed.
- New tickets (customer feedback): Keep tabs on what your customers are asking about to update existing content or generate new content as needed.
- Analytics: Use Wix Answers Insights to examine how your customers engage with your content. If you see that a large number of tickets opened from a particular article, this may indicate that you need to update the article. Check which articles receive the most ratings as unhelpful, and make updates accordingly. Learn More
When updating your content, make sure you update:
- Article content: Improve existing text, and edit screen captures and videos when your user interface changes.
- Related content: Update the list of related articles to improve existing content and to include new content.
Check out the Wix Content blog for tips on building a professional knowledge base.
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