This baby took nearly 6 months to complete, but it is now done and we’re pretty proud of it.
Revamping our entire knowledge base end to end with fresh data was a mammoth task and pending since long. In my capacity as a ‘Content and Communications Manager’ at ZNetLive, I wanted to ensure that the new knowledge base was something that could be of actual utility to clients [and at the same boost our SEO as well ;)]
It was hence decided to involve all our departments – Support, CRM, Sales, Billing and Development, and the management team as well, so as to ensure that all possible queries of customer – pre-sales, post-sales, support, self-help etc, were acknowledged and answered to.
Also involved in the process were some of our enterprise clients who’ve been associated with us since long and hence could give a lot of valuable inputs.
After months of drafting, re-drafting, feedback collection and editing, the final knowledge base is now live, and we’re extremely happy that it has come out very well-structured and is scalable.
The knowledge base follows a multi-tier architecture of categories and sub categories that intuitively provides one with access to multiple hosting manuals, technical tutorials, reports, articles, program information, frequently asked questions, records and more useful information. This has been done in an effort to provide you with detailed information about a particular query or action in a logical format. The search feature too has had several improvements and will now be extremely handy.
For a quick walk through, here are the major categories:
Web Hosting Guide: Answers all your general queries related to web hosting, like- which type of web hosting is right for you, which plan is best for you, which server software is suitable for your website etc.
Presales Queries: Provides information to answer all queries and doubts that you may have before making a purchase.
Technical Support: Provides quick, self help information to solve different technical issues and to handle errors encountered.
Control Panel: Provides information pertaining to issues and queries related to different control panels offered:
Partner Program Guides: Answers queries related to Easy affiliate program and +1 partner program.
- Shared Hosting
- Reseller Hosting
- Virtual Private Server (VPS)
- Dedicated Servers
- SSL Certificates
- Business Email
- Mobile Website
Glossary: An overlook into different web hosting terms.
P.S: ZNetLive is committed to improve the new knowledgebase through frequent updates and edits. In case, you are unable to get your query answered even after performing an extensive search of the knowledgebase, please send your query to our support team at firstname.lastname@example.org or drop me an email at email@example.com. We will try to get your query solved as soon as possible and will also include it along with its solution in our knowledgebase so others like you looking for the same information can benefit from it.
As always, feedback solicited 🙂 Please use the comments section below.
Jyotsana Gupta - the content and communication head, is an engineer by education and a writer at heart. In technical writing for 6 years, she makes complex topics interesting to general audience. She loves going on long drives in her spare time.