Knowledgebase Overload

In my effort to have my ReceiptWallet users get faster answers to questions, I have developed an extensive knowledge base of articles. While I’ve done my best to write easy to understand articles, the hardest part is getting people to find the articles. I know my knowledge base, so I know what keywords to enter to get results. Yesterday my mom had a problem with printing a receipt from Amazon to ReceiptWallet, so I pointed my dad to “droplet” and then directly to the article about droplets. My dad read the article and easily fixed the problem. Would my parents (or other users) been able to find the article? That depends on what keywords they entered in the search. I’ve been searching for answers for years on the Internet (I still haven’t found what I’m looking for probably because I’m not sure what I’m looking for :-)), so I have a good idea on what words to use in searching.

Is there a better way to help people search in knowledge bases? I’m not sure the knowledge base software makes a difference. I have about 60 articles in my database covering a wide range of topics. They are categorized, but finding an answer could take time and many people don’t want to spend the time to search for an answer; I can’t blame them.

Any ideas on how to improve self help resources for ReceiptWallet?

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