Settings when creating a knowledge base

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introduce a focus on customer satisfaction across all teams;
define a customer profile and listen to users;
plan the entire customer journey and prepare for the most common challenges that arise along the way;
set goals and KPIs for the support team;
provide the team with convenient internal service;


As the quality of service increases, customers will not become a hindrance to work, but a support and advocates of the brand. They will regularly bring ideas for improving the service and their user experience.
Over 6 months, 1.2% of users who read the blog pop-up left contact.
The pop-up for the advertising campaign worked on the site for 2 months. During this time, 1.7% of users who came from the advertising campaign and read the pop-up left their contacts.Step 2: Think about the folder structure



Before collecting information for articles, determine the structure of belgium email list their storage. This will help you understand what topics to include in the knowledge base, who will benefit from them, and what experts are needed.

There are several ways to organize information in the knowledge base:

By directions. For example, in the Carrot quest knowledge base, our products act as the main categories: chat bot, email newsletters, etc.
By readers. You can create materials for beginners and experienced users.


By chronology. So, if you have a clear schedule for publishing features and articles, it will be easier to find them by release date.
We recommend sorting information by direction and hierarchy: from general to specific. For example, a new employee who wants to know when to expect his salary will go through the following path: folder "About the company", section "HR", subsection "Accounting" and to the article "Procedure for calculating and paying salaries".
Retail Rocket Case: Carrot quest tools bring 25% of all leads from the site
Retail Rocket Case: Carrot quest tools bring 25% of all leads from the site
Implementing game mechanics
The wheel of fortune mechanics helped the Moscow Digital School online school collect contacts of new visitors to the site. In 2021, the Carrot quest growth team helped set up a similar mechanics for the trigger to leave the site, and it was taken as a basis.

A pop-up with a wheel of fortune is shown to the audience with advertising and offers different bonus options
The pop-up is shown to a cold audience with advertising and converts almost 10 times more users into leads than other mechanics on the MDS website.