Instant Answers occur when your Knowledge Base articles answer a customer's support request before they actually contact you. It's a really good idea to make sure that these articles are as helpful as possible to reduce support requests and make things easier for your users. After all, 40% of these requests can be answered from your Knowledge Base.
That's why we're happy to announce our second annual Knowledge Base Challenge! For the next few weeks we challenge you to improve your Knowledge Base Articles and, in turn, your Instant Answers rate.
How to participate:
For those of you participating for the first time, the challenge couldn't be easier – just spend at least 10 minutes a day between now and Dec. 18th creating or improving your documentation. We'll keep track of your Instant Answer rates and identify the two companies who improve their rates the most. They’ll win a choice of staff outing courtesy of UserVoice (mini golf, a movie, laser tag, bowling, etc based on location). Oh, and of course everyone wins a more efficient Knowledge Base! ;)
When writing your documentation, here are some helpful tips and tricks:
- Spend at least 10, dedicated minutes on documentation a day
- If you get two tickets about the same issue, go ahead and write an article about it (or improve an existing one)
- Isolate articles that are viewed often, but don't correlate to Instant Answers by using your Helpdesk data. Focus on improving those first!
The challenge starts now and continues untl Dec. 18th! To participate this year just sign up here by Wednesday Dec. 5th. Winners will be announced Dec. 20th. Be sure to check our Twitter account for tips between now and then or share your own with the hash #KBChallenge
- To win you must have seen at least a 1% increase in Instant Answers rate.
- Winners will be chosen based on the overall improvement in Instant Answer rates and anyone may be disqualified for any reason.
- Winners will be announced December 20th and prizes will be given away in January.
- Only accounts on generic UserVoice plans may participate – if you’re on a special plan (Beta, Platinum, etc) you, sadly, can’t participate.