如何完美的the Search Function of Your Knowledge Base

搜索栏可以说是您的最重要工具知识库. After all, your ultimate guides and FAQ pages aren't much use if you don't have a way to navigate them and find exactly what you're looking for.

If you don't have a database that's optimized for search, eventually it will have too many articles for users to sort through. Customers will spend hours looking for solutions, or they may give up and contact your support team, which defeats the purpose of your self-service knowledge base.

Thebest knowledge basesmake it easy to find information quickly. They're segmented based on product or topic, and their copy uses vocabulary that's familiar to the reader. When a user enters an inquiry into the search bar, it presents a clear list of results that are relevant to the visitor's question. Even if the customer can't find a definitive solution, navigating the knowledge base comfortably helps create a positive service experience.

在这篇文章中，我们将仔细研究一些最佳实践，您可以用来使您的知识库articlesmore searchable. That way, you'll help customers find solutions to their problems, and all your hard work maintaining and updating support articles won't go to waste.

How to Optimize Your Knowledge Base Search

1. Use Keywords In Your Titles and Page Copy.

When a user enters an inquiry into a search bar, that word or phrase is sent to a server that searches the website for a match. Once all of the matches are found, the server returns with a list of links for the user.

To make this matchmaking process more efficient, you should include keywords in your page titles and page copy. Keywords are words or phrases that are significant to a specific topic. For example, if I searched, "What is customer service?" The keyword in that sentence would be "customer service."

您可以在页面标题中包含关键字和页面复制的越多，知识库就越能搜索。这是因为当您使用客户熟悉的单词和短语时，您有更好的机会匹配您网站上搜索的查询。

2. Pay Attention to Long-Tail Keywords.

长尾关键字比普通关键字更具体。它们具有较高的单词计数，并针对一个非常具体的主题。它们通常具有较少的搜索量，但是它们的转化率很高，因为它们是高意见的搜索。

这是一个例子。普通的关键字可能是“买鞋子”。与此搜索有关的长尾关键字可能是：“在我附近购买耐用的防水鞋”。但是，这是一个更具体的主题，但是，我们确切地知道这个人使用长尾关键字时正在寻找什么。尽管您可以购买数千种不同的鞋子，但是当您在关键字中添加诸如“耐用”和“防水”之类的单词时，市场会大大缩小。

The same goes for your knowledge base. If you include long-tailed keywords in your text, you'll make your content more accessible by anticipating these detailed search queries.

3. Make Your Search Bar Clear and Accessible.

有时，这并不是说您的内容无法搜索，而是您的搜索栏本身可以使用一些改进。如果它太小或在难以找到的位置中，访客可能会认为您的知识库中没有搜索栏。而且，如果他们不认为存在它，他们将要进行手动搜索数据库（创建充满摩擦的体验），或者他们将致电您的支持团队寻求帮助 - 创造了相反的知识基础效果应该有。

您的搜索栏应在知识库的顶部和底部突出显示。顶部选项允许用户访问您的网站后立即搜索，底部选项可让他们输入新的搜索，如果他们到达页面末尾，并且仍然需要更多信息。两者都可以鼓励人们使用您的搜索栏，理想情况下可以改善自助服务。

4. Optimize Your Mobile Interface.

Knowledge bases should be treated as complete sections of your website. That means they should be responsive to both desktop and mobile interfaces. You never know when a customer is going to need an answer on the go or decides to use their tablet in a meeting instead of a laptop. If your knowledge base only renders well on a computer, your phone and tablet users will have a tougher time finding solutions.

5. Connect Related Pages With Topic Clusters.

Another way to make your knowledge base more searchable is to interlink your related pages into topic clusters. By using hyperlinks to direct users between similar pages, your search engine will likely recognize this content as a unified group. So, when visitors search for a keyword in a known topic cluster, they'll see more options related to that overarching topic than random results.

For example, if someone wants to renew their subscription they may write, "renew subscription" in the search bar. Without topic clusters, your search engine may lock in on the word, "renew" instead of "subscription," and show you results that have nothing to do with subscription settings. But, if you have a "billing" topic cluster, you'll have a higher chance of getting more results related to a subscription-based question.

与添加关键字类似，您需要预测客户将要搜索的主题并将这些资源分组在一起，以使它们更易于找到。bob体育苹果系统下载安装

To add another element to your knowledge base, learnhow to create an FAQ page.