KnowledgeBase Design

A repository of articles, guides, insights and more. Our KnowledgeBase design centralizes key information for easy access and search by staff and end-users alike.

KnowledgeBase

For deeper online content application support.


dis·​cov·​ery - The act of finding or learning something for the first time : the act of discovering knowledge.

Simply put, what end-users know and don't know about your great software application determines how long it is useful to them. (a.k.a. before feeling the need to have a second look at your competitors!) Discovery goes beyond the basics of instructional content. It makes no difference what vertical market your solutions serve. When end-users use your application and have questions, search and discovery of FAQs, guides, articles, and utilities are key to their needs day or night.

Empower your user community with great content.

In today's market 88% of software users expect publishers to offer an online self-service support portal for their use. 66% of end-users will turn to self-service support to find answers to their questions, before picking up the phone.* Providing a well written, maintained, accessible, and comprehensive KnowledgeBase to your users is a must for long-term success of your application(s). Let us help you establish self-service content that strengthens your application product life-cycle and bolsters the retention of your user community.

* 2019 State of Global Customer Service Report - Microsoft Corporation

Why Development Den Northwest, Inc.?

Our KnowledgeBase design and implementation is focused specifically on software development. That is all we do. Like the software you create and publish, documentation to support the end-user's understanding of your application is also a fundamental part of the development process.

Unlike most technical writing professionals, we are not generalists. We leave the general content writing to the respective professionals.

Every Project Is Unique

The staff has years of successful software development and content publishing experience to work directly with your application development team at any level. We have the expertise to interpret what your team is developing and how it will be used by your user community to write effective content. No two projects are alike. With our services, KnowledgeBase development is no longer an after thought to your software development project.

KnowledgeBase projects are designed to be stand-alone or fully integrated with documentation and incident tracking for even more comprehensive problem solving at the end-user and development team levels.

Our Process

Understanding your KnowledgeBase project's objectives is paramount. We ask the right questions to capture complete information on what the software does, its target audience and future life cycle. All of our projects follow a simple development guide.

Meet with you and your development team to obtain basic information about your project.

Develop a plan of action and then partner with you to execute the plan.

Learn how the software application your team publishes works, it's features, pain points, and competitive advantages.

Review all guides, insights, how-to's and training resources available and leverage that content to reuse or repurpose. All notes and preliminary subject matter written and not published are valuable to the content development process!

Determine the types of KnowledgeBase documents required for project publication.

Develop new content based on a mutually agreed plan.

How We Work

Our staff is flexible in how we work. We work directly with your development team, working side-by-side on location -or- via distributed collaboration from multiple locations.

We execute your KnowledgeBase projects using top, web-based, document publishing tools the market has to offer. We feature popular applications from multiple vendors to accomplish publication.

And of course, staff and management are always provided the opportunity to follow along with the project anytime.

Key User Benefits

Our experience in application and content development brings real, tangible benefits to your users.

User Control - Access to key material is on the user's terms 24/7, when and where they want it.

User Friendly Experience - Placing advanced instructional material, content that goes beyond standard documentation, in the hands of your users enhances their confidence in you and your software.

Powerful Integration - Integrated full search KnowledgeBase and documentation gets answers to questions beyond the basics from multiple sources.

Efficiency - KnowledgeBase search reduces the amount of time end-users spend looking for information or answers relating to their use of your application.

Key Corporate Benefits

For you the software publisher, providing timely and highly useful content to your user community increases business efficiency and the financial bottom line.

Fewer Support Calls - Quality document support systems create a positive user experience and a reduction in technical support calls to your office.

Lower Support Costs - Reducing the number of inquires from end-users, reduces support costs and time wasted on common issues.

Increase Value Add - Increases the expertise and financial value of your support representatives. This allows them to focus on higher level support needs of the user community.

Branded Support Community - Ownership, not offshore, has a positive impact on customer satisfaction, product innovation and your bottom line.

Crowdsource - Users can ask questions and share ideas around topics that are important to the community on the use of your application. Future development gains from this valuable resource!

Intellectual Property Ownership

All copyright and ownership for content produced by the Development Den Northwest, Inc. stays with your corporation. You retain all rights. We encourage your legal representative to make immediate application for federal copyrights, where appropriate, once our work is complete.

Takeaway

Advanced subject matter content to support the end-user's deeper understanding of your software is a fundamental part of the development process. Let us help you create content that strengthens your application's product life-cycle and bolsters the retention of your user community.

Let us help you build a significant, content-based support centric, customer first practice.

Questions?

Have a question about our content development services for application support? Please feel free to call or email anytime!

Call anytime

(425) 905-7077

Email us

solutions@devdennw.com