For the last two weeks we challenged our customers to increase their Instant Answers Rate by improving their documentation in their Knowledge Base. In addition to a prize from us, a better Knowledge Base has proven to answer users’ tickets before they ever submit them. So, without further ado…

Congrats to LibraryAware for winning the 2nd Annual Knowledge Base Challenge! LibraryAware increased their Instant Answer Rate the most out of all the other contestants and are now answering almost 5% more support requests instantly than they were less than two weeks ago. For winning, LibraryAware will receive an outing of their choice for their team! It was a valliant effort for all of the participants, and we’re already looking forward to some healthy competition next year.

Even if you didn’t get a chance to partipate this year, here are some of the top tips:

Improving help articles but don’t know where to start? Review past tickets to see what’s on people’s minds & use their language #KBchallenge

Download

— UserVoice (@UserVoice) December 14, 2012

Competing in the #KBchallenge or not, improving your documentation will increase Instant Answer Ratesar.gy/2nOs Enjoy the tips!

— UserVoice (@UserVoice) December 11, 2012

Wondering what to do when tickets increase or decrease during the holidays? We’ve got some tips for you! #KBchallenge ar.gy/2kkG

— UserVoice (@UserVoice) December 7, 2012

Cheers!
Carter Gibson 
Associate Community Manager

Trophy photo courtesy of Brad K.