New knowledge base software

[GatorRSimoes]

http://support.hostgator.com/

Let us know what you think!

[RainbowViper]

Very initial impression: Looks great!

Will have to read some more.

[fanfavorite]

Keeps getting better! You have inspired me to work on my own knowledge base.

[kmaw]

Nice... just make sure you keep it updated!


I might suggest combining these two pages.... having both seems to replicate and confuse....

http://www.hostgator.com/support.shtml and http://support.hostgator.com

[GatorDHanna]

Originally Posted by kmaw

Nice... just make sure you keep it updated!

I might suggest combining these two pages.... having both seems to replicate and confuse....

http://www.hostgator.com/support.shtml and http://support.hostgator.com

That's on the radar.

[kmaw]

Rock on... best of luck

[OhioGuru]

nice bookmark

[Okoji]

Look good and powerful!

[whoeveryouare]

your "Video Tutorials" is very helpful for new customers...

[ajaychadha]

This is very good however I'd suggest you to take a look at version 6 of PHPKB knowledge base software at http://www.articlediary.com

[kololia]

Doesn't seem much more useful than the prior version. And I wouldn't really call it a "knowledge base"; just a list of your topic web pages.

Primary disadvantage is that you can't really search for complex terms. You can search for "FTP", for example, and come up with SOME of your pages dealing with FTP (but not all), but you can't do a search for "FTP preserve date", for example, and come up with anything.

I have tried numerous times to use your "support search" like a real knowledge base (i.e., a real searchable database) and it is frustrating and fruitless. It is just too simplistic.

It would definitely be helpful if the search complexity were greatly improved.

[GatorRSimoes]

Originally Posted by kololia

Primary disadvantage is that you can't really search for complex terms. You can search for "FTP", for example, and come up with SOME of your pages dealing with FTP (but not all), but you can't do a search for "FTP preserve date", for example, and come up with anything.

If you are unable to find an article when searching for "FTP preserve date," it is because no article exists with those terms. Here is a page with search tips.

[fanfavorite]

I think what Kololia is requesting is that you put in search terms that people might put in that relate to a topic, that may not match the keyword. People searching the knowledge base are beginners essentially for a topic and might not know the terminology around it, so may not match the exact phrase or keyword.

[GatorRSimoes]

We actually do have a keyword system in place for synonyms, common misspellings, etc., but it's admittedly far from perfect. If you can't find what you're looking for, as a last resort you can always do a "site:support.hostgator.com" search on Google (the entire knowledge base is indexed). Or just hop on Livechat.

[ajaychadha]

Originally Posted by fanfavorite

I think what Kololia is requesting is that you put in search terms that people might put in that relate to a topic, that may not match the keyword. People searching the knowledge base are beginners essentially for a topic and might not know the terminology around it, so may not match the exact phrase or keyword.

Yes, I agree with fanfavorite. You should have a natural language search system in place like PHPKB offers so that people can specify general words for searching as most of the kb users are new comers who are looking for the solutions to thier problems.

[ajaychadha]

Originally Posted by GatorRSimoes

We actually do have a keyword system in place for synonyms, common misspellings, etc., but it's admittedly far from perfect. If you can't find what you're looking for, as a last resort you can always do a "site:support.hostgator.com" search on Google (the entire knowledge base is indexed). Or just hop on Livechat.

Yes, having similar terminology in place will help a lot. What you can do is store the keywords that are used by people for searching and spend some time in associating the most commonly used keywords with their respective articles with a set of keywords for each article. Now, make sure that keywords play their role in the search system as well. You can see an example of such a knowledge base search system at http://www.articlediary.com/search.php