How to Make Your Content Shine in Instant Answers!

Instant Answers
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Brought to you by our resident Knowledge Expert, Rebecca Stanton, Technical Training Instructor, Consulting Services:

Hey eGain community! :wave: Are you working on content for your site or portal and hoping to make it easier for users to find quick answers? Instant Answers can help, but there are a few best practices to follow to make sure your content shows up right in those search results.

Here’s the scoop on how to design content that makes its way into those sweet Instant Answers :bulb::

  1. Use Headings to Organize Your Content

Headings (h1, h2, etc.) are your best friend! They help break up your article into neat, scannable sections. Instant Answers can actually pick up these headings and use them to display relevant content. So, make sure you’re using headers to organize your info in a way that’s easy for both readers and search engines to follow.

  1. Create Clear, Descriptive Titles and Headers

This one’s pretty straightforward: Give your articles and headers titles that actually tell people (and search engines) what the content is about. The clearer, the better! For example, instead of “Important Info,” try “How to Reset Your Password in eGain.” The longer, the better as well. Instant Answers prefers titles and headers with more than 6 words.

  1. Break Complex Information into Bite-Sized Chunks

Long paragraphs are the enemy of clarity. :grimacing: Keep your content short and sweet! Break down big chunks of text into smaller, digestible sections. This not only makes it easier for readers to skim, but it also helps Instant Answers pull out the most relevant info.

  1. Answer One Question per Article

Ideally, each article should focus on answering just one question. This keeps things simple and direct—exactly what Instant Answers thrives on. It also makes it easier for your readers to find what they’re looking for quickly.

  1. Use Natural Language

Think about how your users are searching for answers. Are they typing in full sentences or just keywords? Make sure your content answers the question in the way people are likely to phrase it. For example, if users might search for “how to change my eGain subscription,” your article should start with exactly that!

:no_entry_sign: What to Avoid for Instant Answers:

  • Skipping Headers: Don’t leave your content in one giant block of text. Headings help both readers and Instant Answers.
  • Trying to Answer Too Many Questions in One Article: Keep things focused. One question per article = better results.
  • Generic Headers: “Important Information” or “Do This” are not helpful. Be specific!
  • Too Many Similar Articles: If you have articles with nearly identical titles like “Mobile Banking Regulations” and “Online Banking Regulations,” it can confuse search engines. Stick to one clear, specific answer for each question.

By following these tips, you’ll increase the chances of your content showing up in those helpful Instant Answers, making it easier for users to get what they need—fast! :dash:

Happy content creating, and may your Instant Answers be ever in your favor! :sparkles: