Keywords and tags have been with us since the dawn of the internet. There is no way to navigate around the web without keywords. After all, it is one huge library of text, images, and videos.
Keywords and tags help us navigate through information, be it in social media, search engines, websites, and other places equipped with a small rectangular box called the search box.
Regardless of its place, searching should be fast, because quick and smooth access to information is key to a good online experience. Faster is better.
Easy access to information is particularly important in customer service.
Sometimes a customer uses a self-service help center to solve a problem on their own. For this matter, having well-organized and easily searchable knowledge resources is crucial.
Time is also of the essence for employees, or support agents, looking for information during meetings, or when helping a customer.
This brings us to the art and science of creating keywords and tags for documents.
Tagging your content
If you develop a knowledge base, there will only be more and more content to organize. Every bit of information you add either enhances or supplements a topic which only makes your information better. The more new writing and updates to existing articles, the bigger the information architecture becomes.
If you're a writer here, your mission is to organize the content in a way that makes sense. Your readers should be able to easily find what they need.
Keywords or tags play a few roles:
- Content organization - Tags help classify content into categories, making it easier to find and navigate. For example, blog posts in a knowledge base can be tagged based on their subject matter like "return info", "product troubleshooting", "start-up guide", etc.
- Search - Tags or keywords help search engines understand what a piece of content is about. This increases the chances of the content showing up in relevant search results, providing a customer with a fast answer.
- Recommendations - Websites often use tags to recommend related content to users. For instance, if you're reading an article tagged with "machine learning", the website may suggest other articles with the same tag.
We’re talking about a knowledge base, so we’re in fact talking about customer education.
A strong and logical architecture of keywords will be beneficial for user education. Good information architecture will guide users through topics at the right pace, so they can gain the necessary knowledge and proficiency. This only makes your customers more valuable and less likely to experience obstacles.
AI tags in KnowledgeBase
Adding tags is usually one of the last steps when publishing a new knowledge base article. To me, inventing tags has always been a bit of a struggle and tedious.
If you’re like me, check this out.
KnowledgeBase now generates tags for you. Using AI, the tool is able to provide you with a list of tags based on the content of your knowledge base article.
Once you finish writing your knowledge base article, go to the sidebar on the right.
You just need to hit the Generate button in the right sidebar to get your list.
Don’t forget to review it to make sure the tags are on point.
Other AI features
KnowledgeBase has more AI knowledge base features to make your workflow even smoother. Have a look at AI generated articles and titles
