Tawk Knowledge Base Training Programme for Maltix Ltd
Head Maltix Trainer
Last Update 9 months ago
Welcome to the Tawk Knowledge Base Training Programme! This programme is designed to equip you with the skills to effectively create, manage, and leverage a robust knowledge base for Maltix Ltd.
Why a Knowledge Base is Crucial for Maltix:Empowered Customers: Allows customers to find answers to common questions instantly, reducing support tickets.
Team Efficiency: Reduces repetitive questions for the support team, freeing up time for more complex issues.
Consistency: Ensures all team members and customers are working with the same, accurate information.
Scalability: Provides a solid foundation for growth, allowing us to support more customers without a proportional increase in resources.
Understand the fundamental components of the Tawk knowledge base.
Learn how to navigate the Tawk dashboard and access the knowledge base section.
Dashboard: The main control panel for all Tawk products.
Knowledge Base: The specific section for creating and managing articles.
Articles: The individual pieces of content that answer a specific question or provide instructions.
Categories: Broad topics or themes used to organise articles (e.g., "Billing," "Troubleshooting," "Product Features").
Tags: Keywords that help with searching and filtering content.
Log in to the Tawk dashboard.
Locate the Knowledge Base icon on the left-hand navigation bar.
Familiarise yourself with the main screen, including the article list and category management sections.
Learn the step-by-step process for creating a new article.
Master the best practices for writing clear, concise, and helpful content.
Navigate to the Knowledge Base section.
Click the "New Article" button.
Enter a clear and descriptive title.
Write the article content using a friendly, informative tone.
Use the editor's formatting tools:
Headings (H1, H2, etc.): Structure your content for easy reading.
Bold/Italics: Emphasise key terms.
Bulleted/Numbered Lists: Simplify complex steps.
Images & Videos: Add screenshots or short clips to visually demonstrate steps.
Assign the article to the appropriate Category and add relevant Tags.
Set the article status to Draft or Published.
Clear and Concise: Get straight to the point. Avoid jargon and overly technical language.
Actionable Steps: Use numbered lists for instructions. Begin each step with a verb (e.g., "Click," "Navigate," "Select").
Target Audience: Write with the customer in mind. Anticipate their questions and pain points.
Visual Aids: A picture is worth a thousand words. Use annotated screenshots to highlight specific UI elements.
Understand the importance of categories and tags for discoverability.
Learn how to edit, update, and manage article statuses.
Categories: Should be broad, logical groupings. Work with the team to define a standard set of categories for Maltix. Examples:
Getting Started
Account Management
Maltix Dashboard
Troubleshooting
Tags: Use specific keywords to improve search results. Add tags like login, password reset, subscription, invoice.
Draft: An article in progress. Only visible to internal team members.
Published: The article is live and accessible to customers.
Unpublished: Temporarily hides a live article from public view.
Deleting: Permanently removes an article.
Review existing articles and suggest category/tag improvements.
Practise editing a draft article and changing its status.
Establish a process for reviewing and maintaining content.
Learn how to measure the effectiveness of the knowledge base.
Peer Review: Before publishing a new article, have a colleague review it for accuracy, clarity, and consistency with Maltix's brand voice.
Regular Audits: Schedule quarterly reviews of all knowledge base articles to ensure they are up-to-date.
Feedback: Monitor customer feedback on articles (the "was this helpful?" widget) and use it to improve content.
Tawk provides analytics on article views and search terms.
Key Metrics to Monitor:Most Viewed Articles: Identify what customers are searching for most.
Unsuccessful Searches: See what search terms yielded no results, and create articles to fill these gaps.
Helpfulness Rating: Understand which articles are most and least helpful to customers.
This programme can be conducted over one or two sessions, with a hands-on workshop component.
Session 1 (1 hour): Modules 1 & 2.
Introduction & Concepts.
Live demo of creating a new article.
Session 2 (1.5 hours): Modules 3 & 4.
Categorisation workshop (defining Maltix's categories).
Review and Analytics discussion.
Q&A.
Optional: A follow-up workshop to review the first few articles created by the team.
This programme provides a solid foundation for your team to build a highly effective knowledge base that will benefit both your customers and your internal operations.