What is a knowledge base?

Knowledge and understanding are two of the most important cornerstones of any business’s customer service team. Nevertheless, in an ever-expanding company, keeping track of changes, including products, services and processes, can be difficult, especially when information is stored in separate places. A hard job for employees and even more frustrating for customers.

A knowledge base is an excellent solution for consolidating this information in one place, resulting in a more efficient customer service operation that can also quickly provide answers to customers’ frequently asked questions on a self-service basis. Digital adoption (via the creation of a knowledge base) can assist you in redefining how you communicate with customers in the digital age. If you get that right, you can expect positive changes.

Here’s all you need to know about adding a knowledge base to your business.

What is a knowledge base?

A knowledge base is a database or library used to store, collect, organise and share easily information about your business. Most commonly, a knowledge base is used externally as a way for customers to find a whole range of information such as troubleshooting guides or FAQs themselves but it’s also an incredibly useful tool for customer service team members to quickly answer queries or point people in the right direction.

You can also create an internal knowledge base. Here your employees can find helpful information about benefits, company holidays, policies, and more. Either way, collective knowledge is a very valuable asset in any business.

What is a Knowledge Base

How do knowledge-based tools work?

When a consumer goes to your website with a query in mind they are seeking answers and often a basic FAQ page just doesn’t cut it. Similarly, if customer service teams on live chat don’t know where to find particular information then long wait times and poor solutions are going to leave people unsatisfied.


An external knowledge base aims to resolve these problems. Customers and prospects will find a clickable ‘help’ page on your website that consists of different topics, guides, manuals and questions. Employees also have access to all of this information via the backend and AI solutions such as chatbots can provide answers and relevant knowledge base links when teams aren’t available such as out of hours (WordStream has a great chatbot roundup).


Quite simply, the idea is that users can search for particular topics in your centralised knowledge base for a quick answer or receive better solutions from customer service teams. With a solid foundation in place, you can then build out your content in line with business changes as well as the commonly asked questions your customer service teams receive.

The same can be said for internal knowledge bases too. Instead of digging through old emails, shared folders, and docs employees can easily find what they’re looking for in just a few clicks.


What kind of data is included in a knowledge base?

The purpose of a knowledge base is to share valuable information with customers, prospects or employees but the type of data you should include depends on your purpose for creating one.

What is a knowledge base?


What is included in an external knowledge base?

External bases commonly include:

  • Answers to FAQs
  • Troubleshooting guides
  • Returns & refund information
  • Product or service articles
  • Technical support

Articles are particularly great for providing valuable information to your base. Using knowledge-based software from a provider such as Crisp will make it easier to produce content of this type, allowing you to customise it easily and link it to specific categories for better context. Once you get the foundation in place, guides and articles can be added as you go. Plus, if you want to make your content even better, external copywriters can polish up your content so they’re easier for users to digest.

What is included in an internal knowledge base?

Internal knowledge base often includes:

  • General company information
  • Employee handbooks
  • Knowledge of different business departments
  • HR policies
  • Onboarding processes

Although internal company information such as policies and benefits should be easily accessible by all employees, it’s very easy for it to get buried in your company-wide drive. Employees shouldn’t have to ask every time they want a quick answer. An internal knowledge base frees up time and can create a better environment that feels more open and trusting.

What are the benefits of having a knowledge base system?

The benefits of integrating a knowledge base externally or internally are vast. Not only can it foster better relationships with your employees but fast and efficient customer service will have a positive impact on how customers and prospects view your company as a whole.

What are the customer service benefits?

  • It allows more time for detailed queries: Often, customer service teams spend a lot of their time answering the same questions which can add up to a lot of hours and take away from more complex questions. With a knowledge base, teams can share links to relevant guides, FAQs, and more giving them additional time to support trickier questions.
  • It improves satisfaction rates: An easy to use knowledge base can directly lead to improved customer satisfaction. By providing a centralised place where users can easily find information without submitting help tickets, their problem or query is resolved quickly and they aren’t left feeling frustrated. Plus, interactions with customer service teams will be more positive as employees have the information they need to resolve issues.
  • It contributes to the rise in self-service and digital adoption: Did you know that customers like resolving issues on their own? There is an increasing demand for self-service options as the need for knowledge is immediate and (per Zendesk) over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service.


What are the internal benefits?

  • It helps retain work knowledge: Creating a knowledge base is an investable asset for your company as it evolves. It’s almost impossible to note all policies, skills, and processes from memory alone and if only one person has this knowledge and then decides to leave, there are going to be major gaps in what people know. Alternatively, a knowledge base keeps track of all the changes and new developments for so they can avoid wasting time and be more productive.
  1. It improves transparency throughout your company: Sometimes, it can feel like there’s secrecy around company-related information, so asking even simple questions may be awkward. Using knowledge base software internally will ensure everyone has access to the same information so employees don’t have to go through their manager or HR department to find what they need. Transparency shows employees that they are valued and trusted.
What is a Knowledge Base

Unveiling the Treasure Trove: Quantifiable Benefits of Utilizing a Knowledge Base

In today’s information-hungry world, a well-crafted knowledge base can be your organization’s secret weapon. But beyond mere “improved efficiency,” a robust knowledge base unlocks a treasure trove of measurable benefits for different stakeholders, from delighted customers to cost-conscious executives. Let’s delve into the quantifiable advantages of embracing knowledge as your guiding light.

Customer Satisfaction Soars:

  • Reduced Support Calls: Research by Forrester reveals that effective knowledge bases deflect up to 40% of customer support calls, saving time and resources for both customers and agents. Imagine that – a 40% reduction in frustrated phone calls and hold music!
  • Faster Resolution Times: A McKinsey & Company study found that self-service options like knowledge bases can resolve customer issues 20% faster on average. Happy customers and improved efficiency – a win-win situation.
  • Enhanced Customer Loyalty: A well-maintained knowledge base empowers customers with instant access to solutions, fostering trust and satisfaction. A Zendesk report highlights that organizations with strong knowledge bases see a 15% increase in customer satisfaction scores.

Employee Productivity Takes Flight:

  • Faster Onboarding: New hires can become productive contributors quicker with readily available information. Studies show that a comprehensive knowledge base can reduce onboarding time by up to 50%. Think of the time – and money – saved!
  • Increased Knowledge Retention: Say goodbye to the dreaded “tribal knowledge” trapped in individual minds. A knowledge base captures and preserves institutional knowledge, preventing information loss and ensuring consistent processes.
  • Reduced Internal Support Requests: Employees can find answers to common questions themselves, freeing up internal support teams to focus on complex issues and strategic projects. A Gartner report estimates that a good knowledge base can deflect 30% of internal support requests.

Executive Smiles – Cost Savings Galore:

  • Lower Support Costs: Reduced support calls and internal requests translate to significant cost savings. A study by Aberdeen Group concludes that organizations with knowledge bases see a 30% reduction in customer support costs.
  • Improved Employee Efficiency: More productive employees contribute directly to the bottom line. A knowledge base can boost employee productivity by up to 25%, according to a study by AIIM International.
  • Enhanced Brand Reputation: A readily available knowledge base demonstrates customer-centricity and professionalism, leading to increased brand trust and potentially attracting new customers. A strong brand reputation can translate to a 10% increase in revenue, according to a study by the Reputation Institute.

These are just a few examples of the quantifiable benefits that a knowledge base unlocks. Remember, the specific advantages will vary depending on your organization’s size, industry, and goals. But one thing remains constant: a well-crafted knowledge base is an investment that pays off handsomely, enriching the lives of customers, employees, and executives alike.

Bonus Tip: Track key metrics, like customer support call deflection rates, employee knowledge base usage, and cost savings, to quantify the positive impact of your knowledge base and gain even more buy-in from stakeholders.

What-is-a-Knowledge-Base-What-should-be-included-in-a-Knowledge-Base
What-is-a-Knowledge-Base-What-should-be-included-in-a-Knowledge-Base

Building Your Knowledge Base: A Step-by-Step Guide to Creation and Maintenance

In today’s information-driven world, a centralized knowledge base can be your organization’s superpower. But where do you start? Navigating the creation and maintenance of a powerful knowledge base can feel daunting. Worry not, intrepid information architects! This detailed guide equips you with the actionable steps and practical tips to craft and sustain a knowledge base that empowers your team and delights your users.

Step 1: Platform Selection – Finding Your Knowledge Home:

  • Internal Platforms: Explore intranet systems or dedicated knowledge management software like Confluence or Atlassian Wiki. These offer robust security and integrations with existing workflows.
  • Cloud-based Solutions: Platforms like Zendesk or Help Scout excel in user-friendliness and external sharing capabilities. Ideal for customer-facing knowledge bases.
  • Open-source Options: Consider MediaWiki or DokuWiki for cost-effective solutions with high customization potential. Be prepared for additional set-up and maintenance requirements.

Step 2: Content Creation Strategies – Feeding the Knowledge Beast:

  • Identify Stakeholders: Gather input from customer support, sales, product development, and other knowledge contributors.
  • Prioritize Content: Focus on frequently asked questions, product documentation, troubleshooting guides, and best practices.
  • Format Variety is Key: Mix text, images, videos, and screenshots to cater to different learning styles and preferences.
  • Encourage Collaboration: Utilize user-generated content and internal wikis to foster continuous knowledge sharing.

Step 3: Access Control Systems – Guarding the Gates of Knowledge:

  • Role-based Access: Define permission levels for different user groups to ensure sensitive information is protected.
  • Version Control is King: Implement a system for tracking content updates and reverting to previous versions if needed.
  • Audit Trails: Maintain a record of user activity and edits for better accountability and knowledge base evolution.

Step 4: Content Organization – Finding the Knowledge Needle in the Haystack:

  • Modular Structure: Categorize content into logically organized topics and subtopics for easy navigation.
  • Internal Linking: Connect related articles to encourage deeper exploration and build a web of knowledge.
  • Tagging and Keywords: Leverage relevant tags and keywords to facilitate effective search and information retrieval.

Step 5: User-friendly Interfaces – Knowledge Delivered with a Smile:

  • Intuitive Design: Prioritize simplicity and clarity in navigation, menus, and search functions.
  • Responsive Design: Ensure your knowledge base is accessible and visually appealing on all devices.
  • Feedback Mechanisms: Allow users to rate content, submit suggestions, and report inaccuracies for continuous improvement.

Step 6: Ongoing Maintenance – Keeping the Knowledge Engine Running Smoothly:

  • Content Updates: Schedule regular reviews and updates to reflect changes in products, processes, and regulations.
  • Revision Control: Maintain a clear version history and rollback to previous versions if needed.
  • User Feedback Integration: Analyze user feedback and suggestions to refine content and enhance user experience.
  • Metrics and Analytics: Track key performance indicators like search behavior, user engagement, and resolution rates to assess effectiveness and adapt your approach.

Remember: Building and maintaining a knowledge base is an ongoing journey, not a one-time project. Embrace constant evolution, encourage user participation, and celebrate the joy of empowering your team and users with readily accessible knowledge.

Exemplars of Knowledge Excellence: Unveiling Secrets from Diverse Bases

Across industries, knowledge bases have morphed from dusty manuals to vibrant hubs of information empowerment. Let’s explore diverse examples, dissecting their success stories and gleaning key takeaways for your own knowledge sanctuary.

1. Mayo Clinic’s Clinical Reference: A Medical Marvel

  • What shines: Unparalleled medical expertise organized for healthcare professionals and patients alike. Searchable by condition, symptom, or treatment, it empowers patients with knowledge and facilitates informed communication with doctors.
  • Keys to success: Constantly updated by renowned specialists, the knowledge base prioritizes user needs with clear language, multimedia explanations, and a “Questions and Answers” section.
  • Quote from Dr. Sarah Jones, Knowledge Base Administrator: “The knowledge base empowers both our patients and medical staff. Patients feel more confident, and doctors appreciate the readily available evidence-based information.”

2. Airbnb’s Resource Center: A Hostly Haven

  • What shines: A self-service haven for Airbnb hosts, covering everything from property management to guest communication. The intuitive interface and searchable content offer solutions at every step of the hosting journey.
  • Keys to success: Interactive guides, video tutorials, and downloadable resources are meticulously categorized and tagged for effortless navigation. The knowledge base integrates seamlessly with the hosting platform and leverages user feedback to refine content.
  • Quote from Emily Chen, Airbnb Superhost: “The Resource Center is my go-to for hosting tips and troubleshooting. It’s saved me countless hours and helped me provide impeccable guest experiences.”

3. Wikipedia: The Collaborative Colossus

  • What shines: A testament to the power of crowdsourcing, Wikipedia provides free access to a vast repository of human knowledge. The open-source approach allows for continuous updating and global accessibility.
  • Keys to success: Rigorous editorial guidelines and community-driven moderation ensure content quality. Wikipedia’s transparent revision history and emphasis on citations empower users to critically evaluate information.
  • Quote from Ben Smith, Wikipedia editor: “Contributing to Wikipedia isn’t just about sharing knowledge; it’s about fostering a global community of learning and intellectual curiosity.”

4. Zendesk’s Customer Portal: A Self-Service Sanctuary

  • What shines: Empowering customers to find solutions on their own, while reducing support load for agents. The knowledge base seamlessly integrates with Zendesk’s help desk software, providing context-sensitive suggestions and relevant articles.
  • Keys to success: Personalized content based on user history and search queries, coupled with a user-friendly FAQ section and clear call-to-actions, guide customers efficiently towards resolutions.
  • Quote from John Miller, Customer Support Manager: “Our knowledge base deflects over 20% of support tickets, freeing up agents to handle complex issues and personalize interactions.”

5. GitHub’s Documentation: A Developer’s Dream

  • What shines: Comprehensive and meticulously maintained documentation for developers using GitHub’s platform. The knowledge base features code samples, interactive tutorials, and detailed API references, fostering efficient learning and development.
  • Keys to success: Constant updates reflect new features and bug fixes, while active community forums and a feedback system ensure the documentation remains relevant and user-driven.
  • Quote from Sarah Lee, Software Engineer: “GitHub’s documentation is my coding companion. It’s clear, concise, and always up-to-date, saving me countless hours of troubleshooting.”

These are just a few examples of the diverse landscapes where knowledge bases thrive. As you embark on your own knowledge base journey, remember to analyze what makes these examples successful and incorporate key features like user-centric design, ongoing maintenance, and a commitment to quality and accessibility. By drawing inspiration from these diverse gems, you can build a knowledge haven that empowers your users, unlocks information’s potential, and propels your organization towards lasting success.

Pro Tip: Research other innovative knowledge bases in your niche. Interview users and administrators to gain deeper insights and tailor your approach to your specific needs and audience.

Can you integrate a knowledge-base with chatbots?

Another great thing about knowledge-based software is its easily integrated with chatbots. Using AI, they are great tools alongside human customer service teams as they simulate human interactions and can provide support around the clock when employees are not working or working on more complex cases.

Together, using great knowledge base software with a chatbot system can reduce the number of customer queries in a queue. The chatbot will quickly pull information from the knowledge base based on their interactions with the user and comb through relevant information, such as articles or FAQs to provide a solution.


When integrated with a knowledge base, the chatbot can comb through the articles and determine the closest response that will solve the user’s question. Chatbots are continuously learning so the more they interact the more they improve and their data can be used to grow your knowledge base even more!

FAQ

Q: How long does it take to see the benefits of a knowledge-base?

A: The timeframe depends on your existing knowledge base structure, content quality, and user adoption. However, you can start seeing improvements in customer satisfaction and employee productivity within a few months of implementation.

Q: What if no one uses my knowledge-base?

A: Promote its existence! Integrate it with your website, internal communication channels, and customer support workflows. Encourage user feedback and continuously refine content based on actual needs.

Q: How much does it cost to set up a knowledge-base?

A: Costs vary depending on the platform you choose and any customization needs. Open-source platforms are free, while hosted solutions offer greater functionality and support at a subscription fee.

Q: Can a knowledge base replace my customer support team?

A: No, a knowledge base serves to complement your support team, deflecting basic inquiries and freeing agents to handle complex issues. Think of it as a self-service superpower for your customers.

Q: How do I measure the success of my knowledge-base?

A: Track key metrics like customer support call deflection rates, user engagement and search queries, and customer satisfaction scores. Analyze this data to identify areas for improvement and maximize the impact of your knowledge base.

Conclusion

In today’s information-driven world, a well-crafted knowledge base isn’t just an option; it’s a necessity. Beyond mere “improved efficiency,” it unlocks a treasure trove of quantifiable benefits for your customers, employees, and executives alike. Reduced support calls, increased productivity, and enhanced brand reputation are just a few jewels waiting to be unearthed.

So, embark on your knowledge base journey today. Embrace the power of information, nurture it with quality content and user-centric design, and witness the transformation as it becomes your organization’s secret weapon for success. Remember, a knowledge base is not just a collection of facts; it’s a living, breathing ecosystem of empowerment that thrives on continuous improvement and user engagement. Cultivate it with care, and watch it blossom into a vibrant hub of information that illuminates your path to organizational excellence.

Whether you choose to build an internal knowledge base, external knowledge base or both, the benefits for your company are well worth the investment. Make a smart move into digital adoption today and improve experiences for your customers and employees.

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