Knowledge Base Articles
Developing Knowledge Base Articles for Billing and Subscription Management
This prompt helps customer support teams create detailed knowledge base articles that explain billing and subscription management processes. It focuses on clarity, self-service options, and addressing common questions about payments, renewals, and plan changes.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Finance
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Review common billing and subscription questions raised by customers.
Collaborate with the finance team to verify the accuracy of billing processes and policies.
Gather visuals or screenshots of the billing interface to include in the article.
THE PROMPT
Help create a knowledge base article for managing billing and subscriptions in [specific software product]. Focus on:
Overview of Billing Features: Explaining available options, such as, ‘Our platform allows you to manage invoices, update payment methods, and review your billing history in [specific section].’
Step-by-Step Instructions for Common Actions: Providing guides for key tasks, such as, ‘To update your payment method, go to [specific menu], select [option], and enter your new details.’
Addressing Plan Changes: Explaining how users can upgrade or downgrade their plans, like, ‘To change your subscription, navigate to [specific tab] and select your preferred plan. Changes will take effect on [specific date].’
Resolving Billing Issues: Offering solutions to common problems, such as, ‘If your payment failed, ensure your card details are correct or contact support for further assistance.’
Contact and Support Information: Including details for complex inquiries, like, ‘For assistance with refunds or custom billing options, reach out to our billing team at [contact information].’
Provide a structured knowledge base article template that simplifies billing and subscription management for users, ensuring clarity and usability. If additional details about user needs or common billing issues are required, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for incorporating FAQs about pricing and refunds into the article.
Suggest methods for linking billing articles to subscription renewal reminders for proactive support.
Highlight techniques for including visuals, like screenshots of invoices or subscription dashboards.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on specific billing types, such as monthly versus annual plans.
Include tips for handling international customers with different payment methods.
Propose ways to integrate dynamic pricing calculators into the article.
Highlight tools for managing billing inquiries, such as Stripe or Recurly dashboards.
Add suggestions for linking billing articles to live chat or bot-assisted help for faster resolution.
WHEN TO USE
To reduce support requests related to billing and subscription management.
During onboarding to help customers understand how to manage their accounts.
When addressing frequent questions or concerns about payments or renewals.
WHEN NOT TO USE
If the billing system lacks self-service capabilities and requires manual support.
For one-off billing issues better handled through direct customer support interaction.