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Knowledge base: Getting started templates

Nowadays, customers appreciate the possibility to look for information independently. Modern clients don’t necessarily want to consult customer service with each and every issue they encounter. That’s why more and more companies are creating knowledge bases – self-service portals that contain vital information about a product or service.

Knolwedge base getting started template
LiveAgent’s “Getting Started” article in the knowledge base

Knowledge base – does your business need one?

According to Forrester,  81% of adults who are online have, at some point, consulted FAQ pages or knowledge bases to look for information that will help them solve an issue or simply answer their questions. What’s more, the same study showed that over 53% of adult buyers are more likely to abandon an online purchase if they can’t find an answer to their question quickly and independently. 

The conclusion is rather straightforward: if you want to meet the expectations of your customers, you should offer them a self-service option. A knowledge base is a great solution for that. In this article, you will find templates for “Getting Started” knowledge base articles. 

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
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Knowledge base: getting started templates

Getting started template 1

Welcome to the [company] Knowledge Base!

We’re happy to see that you have decided to use our knowledge base. We hope that you will be able to find all the answers to your questions related to our product/service here.

This platform is a friendly space where you can look for content according to your interests, ask questions, share opinions, support your fellow users, and get help from others 🙂

[Most important info about your product or service presented in an easy-to-digest way]: Before you dive deeper into our “How to” articles, tutorials, and video presentations, here’s some basic information you need to know about [product/service]:

Concise piece of information 1
Concise piece of information 2
Concise piece of information 3

Once again, we’re thrilled to see you here, and we hope you will find this knowledge base useful.
If you have any other questions, doubts, or problems, you can always contact our customer support team. Just click here to initiate a chat or call us at [phone number].

Getting started template 2

Hey there! Welcome to our knowledge base, a place where you can find answers to your most urgent questions in mere seconds.

This space exists because we want you to be able to resolve issues related to [product/service] on your own using the search function. Just type your question or some related keywords into the top right window and click “Search”.

[FAQ] Here’s a list of the most frequently asked questions that we receive from our users. Remember, reading them now may save you time later!

Frequently Asked Question 1 and link to the answer
Frequently Asked Question 2 and link to the answer
Frequently Asked Question 3 and link to the answer

Good luck, and we hope you’ll enjoy using [product/service]!

Getting started template 3

You’re finally here, welcome!

Since you are getting started with [product/service], here are a few knowledge base articles you may find useful:

Related article 1
Related article 2
Related article 3

If you can’t find answers to your most challenging questions, you can always reach out to us. Just shoot us an email at [email address], message us on any social media platform, or use the live chat to get in touch with one of our agents.

We’re always happy to help!

Customer Support Team at [company]

Frequently asked questions

How long should a knowledge base “Getting Started” article be?

The introductory “Getting Started” article should be rather short and concise. Its role is to greet your users and provide them with the most useful, basic information to start their journey with your product or service. Remember that many people don’t read long pieces of content thoroughly. Instead, they skim the text looking for words or phrases that are relevant to their search.

That’s why you should try to keep your “Getting Started” article brief, pleasant, and relevant for your customers. If possible, it should be 150-200-words long.

What writing voice should I use?

The writing voice of a “Getting Started” article should be consistent with your brand or company’s overall communication. If all other content created by your teams is kept in a light, conversational voice, it makes sense to continue this kind of communication in knowledge base articles. In addition to that, make sure that the language used to create your knowledge base articles is rather simple and easy to comprehend even for users that are not tech-savvy. 

What information should every “Getting Started” article include?

Even though the structure of a “Getting Started” article may vary from company to company, there are some common elements that each article should cover. These elements may include short descriptions of products or services, frequently asked questions, links to the most useful resources, and how to contact the customer service department.

The exact structure of a “GettingStarted” article depends on the type of product or service you offer, the technical knowledge or experience of users, and the most common issues that your customers encounter while using your product or service.

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