The importance of context-sensitive help in knowledge base management has been constantly increasing. During the last several years, it’s become a popular means of providing the quality client service due to its simplicity and efficiency. As such, it can have a big impact on the relationship between management and clients and positively influence their collaboration.
Below, we’re introducing the main strategies for making the most of the context-sensitive help in your knowledge base. But before that, let’s shortly explain what it actually represents. Context-sensitive help makes it possible for clients to immediately get the information about the context they work in, without leaving it.
Basically, it instantly answers the questions, “What is this?” and “How to use it?”, for every element of the context, with no looking around.
So, what you can do to make use of context-sensitive help in a knowledge base?
1. Switch manuals with context-sensitive help
2. Use it to educate your clients
3. Use it to improve your time efficiency
4. Use it to train your staff
Strategy #1: Forget Manuals, Use Context-Sensitive Help Instead!
How many times have you unsuccessfully tried to decipher a manual for a product you’ve bought? The instructions people usually get with products or services that they buy may be pretty difficult to understand. Do you think it happens only to those who are not experienced with the use of a certain product? The truth is - professionals may get a headache because of the unclear instructions, too.
Unfortunately, situations like this may provoke users to give up on your products and services. In order to reduce these chances, responsible producers should introduce the context-sensitive help instead of classic manuals. Once you provide your clients with products, you have to make sure they will neither wander online looking for the information nor painstakingly stare at incomprehensible handbooks.
By investing a bit of your time in the creation of a more elaborate learning path, you’ll gain your clients’ trust in a longer term. This comprehensive learning path based on context-sensitive help may come in different forms. Some of them are:
This way, your clients will have the help they need anytime, without putting any effort into finding it. On the other hand, this will lead to increased clients’ comfortability when it comes to the usage of the services you offer. Using CSP, you’ll be the provider of the in-depth information and they’ll spend less time looking for answers.
Strategy #2: Use Context-Sensitive Help to Teach Your Clients
A large number of people is already familiarized with numerous concepts the information era keeps bringing. However, you should never assume your clients know it all. On the contrary, you should thoroughly explain all the aspects necessary for clients to understand and efficiently use the concept you’re selling.
For managers, this teaching process should be among the main concerns in their relationships with clients. In this light, context-sensitive help may be a great means of overcoming the clients’ insecurities. By providing your clients with direct and profound help based on interaction, they’ll easily overcome the lack of knowledge about specific topics. Remember – frustrated client is not a long-term client.
Strategy #3: Make Context-Sensitive Help Your Time Management Ally
No matter whether your clients are deeply informed about a certain topic or they are looking for elementary information, giving answers to their questions as fast as possible is your responsibility. In this area of working, you can have two types of problems, both of them equally concerning.
Situation 1: Impossibility of helping the clients who have no necessary knowledge about the topic
Can your knowledge base software answer the elementary doubts of your clients in a relatively fast and understandable manner? If your answer is no, the communication system you’ve developed with your client definitely is not the perfect one.
Situation 2: Impossibility of meeting the advanced clients’ needs
What if your clients have the advanced knowledge of a certain topic? If your clients need more information than you can offer at the moment of the request, you may have either or both of the following problems:
Assuming everything’s okay with your knowledge base, context-sensitive help may be your perfect ally. Its assistance may be crucial in dealing with time management problems. By letting your clients get the instant help that’s only a click away from them, you’re saving their valuable time. That’s exactly what context-sensitive help does! And that’s what they’ll appreciate!
Remember: Letting your clients wander through the internet looking for instructions and explications when they can find everything at one place is simply wrong. With no hurdles or setbacks, this tool will help your clients access the required information whenever and wherever they want.
Strategy #4: Facilitate your staff training process
Although some of the most important functions of context-sensitive help are related to improving management - client relationships, you shouldn’t forget about your employees. The internal structure of companies also requires a lot of attention, especially when it comes to educating the staff about the internal changes.
No matter if it’s about the products, objectives, or priorities, the internal knowledge base is something every employee should master. Accordingly, easy access to crucial information is especially important in this process. Context-sensitive help is the tool that will efficiently guide your employees through the content knowledge base they should familiarize with. Therefore, a strong knowledge base supported by a good software will provide a significantly higher level of internal relations awareness.
As you were able to see, the context-sensitive help may have a beneficial influence on numerous organizational aspects. It can:
Finally, to make sure you have both quality and easily accessible knowledge base, you should combine the four listed strategies with a well-developed project management software.
Context-sensitive help has became a powerful tool during the years, and now it’s a great way for improving user experience.
Have you used it before? Share your experience in the comments!