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  Post #16 (permalink)   08-27-2013, 01:06 AM
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As per my experience, I would recommend you to start writing it by own or you can ask your staff to write articles. This can help your article to be written in actual manner as they are more familiar with the answers provided to the customers on particular query.
 
 
 


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  Post #17 (permalink)   09-02-2013, 12:52 AM
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You rather write it yourself . Go for a purchase only if you have a low budget and if you find yourself less qualified for the task
 
 
 


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  Post #18 (permalink)   09-15-2013, 02:05 PM
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Quote:
Originally Posted by iboomz View Post
hi,

i would like to know from where i can buy Knowledgebase articles which includes video tutorials and some app tutorials for my hosting site.

or should i write them own. which is good?
I would suggest write your own, because very hosting company has a different way of rules for every connection for example mysql connection string can be different or so on, so its better to write your own.
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  Post #19 (permalink)   09-17-2013, 01:12 PM
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I think people are missing a fact here when it comes to writing knowledgebase posts on your blog/website/whmcs.

As a potential customer, I would love to have an answer to my question almost instantaneously. The problem that I have noticed is that the knowledgebase section is actually a little deeper inside WHMCS Client area. Besides you'll have to look into multiple sections at times to find the exact answer to your question. And then when you are satisfied with the answer, you have to go back to the Order Cart to order, or elsewhere to do what you had to do.

Same goes for the blog. I would not like to go to another subdomain/domain to find my answer and then get back to the main site.

Think of it the Steve Jobs way. The vision that he had for the iPod wheel. He wanted it to function in such a way that the consumer can get to his desired song in 3 clicks at most.

Similarly, I would not like to browse the site(s) to find my answer(s). And that's why more often than not, I'll look to talk it through with a Live Support assistant, or maybe file a ticket to get the most precise and latest answer.

So in my opinion, reduce the navigation time and write the answers yourself. It will be very effective for sure!
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  Post #20 (permalink)   09-18-2013, 03:22 AM
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I agree with jainy25 - I actually think a lot of billing systems has created a problem in this area. It used to be faqs were good text, with clear writing and inline graphics. Nowadays the systems are mostly text in horrible navigation and pictures are "attached" to faqs which makes them very un-userfriendly.

We are looking to create blog pages instead (on the main website) with some easy guides and text to overcome this. Using the faq in the billing system as more technical docs
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  Post #21 (permalink)   09-20-2013, 02:15 PM
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I prefer to write the articles myself. I may not have a huge knowledge base but that's okay.

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  Post #22 (permalink)   09-23-2013, 10:20 AM
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I have to agree with what pretty much everyone else has said here in that custom = better!

Have I taken the time to write out custom tutorials yet? No hehe but I will soon
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  Post #23 (permalink)   09-23-2013, 10:32 AM
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I purchased one of these KB setups from the WHMCS forum and then adapted the articles to suit our business. I would say only 15% needed adapting as most were generic articles
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  Post #24 (permalink)   09-23-2013, 01:07 PM
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We paid for ready made to start us off, tweaked those, and wrote many, many more! Needed to because a lot of our setup is custom made, from admin panels, website info, server configs, ect.
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  Post #25 (permalink)   09-24-2013, 01:23 AM
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Quote:
Originally Posted by iboomz View Post
hi,

i would like to know from where i can buy Knowledgebase articles which includes video tutorials and some app tutorials for my hosting site.

or should i write them own. which is good?
It is always preferable to write your own knowledgebase articles. By this you can also link to your own services that your web hosting company is providing.
 
 
 


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  Post #26 (permalink)   09-24-2013, 08:39 AM
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Quote:
Originally Posted by easyhostmedia View Post
I purchased one of these KB setups from the WHMCS forum and then adapted the articles to suit our business. I would say only 15% needed adapting as most were generic articles
You remember how much the base articles were? Using a free set now... and you can essentially tell they were provided free lol
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  Post #27 (permalink)   09-30-2013, 03:22 AM
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We find KB is a best in house solution. Not only does it provide specific real world client answers but also keep KB staff upto speed and issue that clients have and can expand on areas that have issues, and staff have more confidence in the KB answers available.
 
 
 


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  Post #28 (permalink)   10-12-2013, 02:00 PM
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I think the answer is pretty clear by now - you can't go wrong with self-written KnowledgeBase

I can also see, why many people prefer to purchase a ready-list and then customize. For starters some important subjects can easily slip your mind, so having even the topics only is helpful enough. From there on you'll need to start modifying, excluding irrelevant articles and generally "pimp your KB" . The content does make a pretty big difference for SEO, especially with the new updates, so make sure to style this section in a unique, yet easy-to-understand fashion. One advice if you decide to delegate this task to your employees - choose carefully and choose only 1 person if possible - the more people that handle this task, the more different writing styles, terminology and techniques there will be and this can lead to a chaotic and jumbled KB

However I don't believe it is very effective to incorporate the KB with the blog - I see the blog more as the company image and it should primarily be used to tell your clients what's going on with you - procedures, events, innovations... Sure, you can also include a doc part for further help, but a separate KB is essential.

As for its usefulness, you don't need to worry so much if its widely used or not - many people will still prefer to simply open a live chat or pick up the phone and get an immediate response instead bothering to read, but this is a subject of a completely different occurance - bottom line is that you need to provide the written guuides on your websites, regardless if they are often used or not.

At the ened of the day, its a great feeling to look at this section and know that it's your offspring, it really gives an extra satisfaction, believe me
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Last edited by Rado_Ch : 10-12-2013 at 02:03 PM.
 
 
 


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  Post #29 (permalink)   10-12-2013, 02:38 PM
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I see too many hosts that use WHMCS and even CE and when you goto their KB page it is blank, which to me looks unprofessional, also if they cant place any knowledgeable articles in the KB, then you have to think to yourself how knowledgeable is the host.
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  Post #30 (permalink)   10-13-2013, 07:07 AM
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Quote:
Originally Posted by easyhostmedia View Post
I see too many hosts that use WHMCS and even CE and when you goto their KB page it is blank, which to me looks unprofessional, also if they cant place any knowledgeable articles in the KB, then you have to think to yourself how knowledgeable is the host.
Agreed - I also see this way too often, and it's simply lack of attention to detail.
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