WHMCS knowledgebase should be written by you or buy premade articles?

Steve32

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#1
Do you want to save your time by buying premade WHMCS articles or writing it by own or you can ask your team to write articles? In my opinion, it should be written by you because each hosting company has different way of rules for every connection for example mysql connection string can be different or so on, what about you? which one you will choose? what advantages of each way? why?
 

Laurence Flynn

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#2
From an SEO perspective you should write your own. If you use the pre-made versions they have zero SEO value as many hosts will have the same content. I'm in the process of rebuilding our KB with original content but it's going to be a long process. Man, this industry just zaps your time with all the content generation you need to do.
 

RDO Servers

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#3
Premade knowledge base articles are better then nothing, but they should be unique.

This is however a very time consuming process!
 
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#4
You will need to write your own because every service is different that requires their own tutorials. For example, some hosts only work with Plesk or Cloudflare. Should not have a knowledgebase about cPanel or setting up your nameservers.
 

ForwardWeb

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#5
Do you want to save your time by buying premade WHMCS articles or writing it by own or you can ask your team to write articles? In my opinion, it should be written by you because each hosting company has different way of rules for every connection for example mysql connection string can be different or so on, what about you? which one you will choose? what advantages of each way? why?
You just reminded me how much work we have to do in regards to our knowledgebase. However I do agree with you that your knowledge should be unique (specifically catering to questions that are more commonly asked by your userbase).
 
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#6
If you don't care about SEO value then use the premade ones, but if you do then you might to start writing your own. This is a very time consuming poroject so if you have the funds available, I would suggest outsourcing it to a freelancer.- Good luck.
 
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#7
It's not that hard to write articles for the knowledgebase, i highly doubt you would want to buy them. Just make sure it's good helpful content. if you get a lot of tickets for something mentioned in the knowledgebase, you can direct them to it and if they still have problems you know you need to rewrite it.
 

BlaZeX

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#8
Pre-made KB articles are good though you'll have to add more as per the number of repeated tickets your clients make regarding your product.
You can checkout http://premadekb.com by Dewlance.
 
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#9
It is better to write your own articles however if you can hire someone to write SEO friendly and unique articles then it is a good option
 

HostBastic

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#10
When a company providers clients with generic pre-written articles which don't cover the most common issues or dilemmas it really shows the kind of effort one puts into their business. However don't get me wrong some pre-made tutorials are fine but if you wish to make an effort and offer quality support some custom written articles are a must.
 

Kieran2001

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#12
Hello Steve,

Great Question!

I write my own knowledge base articles as pre-made articles have no SEO value as others have pointed out, and they are often out of date. Also, some customers don't feel like we care for them, if they have seen the same support articles numerous times in the past.


On the flip side, if articles are written in-house they'll also need updating every few years if there's a new major cPanel update as they'll be outdated or irrelevant otherwise.


Thanks for asking.

Best Regards,
Kieran Cairns
 
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#13
The best source for your knowledge base articles is from the tickets that your customers are logging with you - if you see the same topic a few times in your customer tickets, then that should be a sign that you need to add a knowledge base article for that topic.
 
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#14
Hello,

I think it is better to wrote your own content.
it is your business and every business is different. by making your own content you also learn even if you know the content or not.
Also before making articles you should see what are your clients asking for in tickets aswell consider if a client can handle via kb of what is he asking.
 
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