More information about the Knowledge Base Software?
Find answers to the most common questions about our KBee
What is a knowledge base?
A knowledge base is a digital collection of files, documents, and essential product or service information that is stored at a centralized location for an organization. The collection acts as a self-service reference for common problems and tasks. Some examples of content often included in knowledge bases are FAQs, troubleshooting guides, and articles. A well-designed knowledge base will offer easy access to information and resources for all the services and/or products that a company provides.
There are two common deployments of a knowledge base: internal and external. With an internal knowledge base, the information is meant to be accessed by employees of the organization to help them perform their job functions. For example, one environment where an internal knowledge base can be useful is an IT support call center. External knowledge bases are used to provide information directly to customers or other third-party designees. It can be an important tool for improving customer engagement. Regardless of the deployment type, knowledge bases are designed to be collaborative, and the information within should be improved upon over time. As a company grows, it can become an indispensable resource.
Why is a knowledge base important?
Having a knowledge base gives your company the ability to streamline support services for your employees and your customers. Whenever someone encounters a problem or has a question about a product or service, their first resource is likely to be a knowledge base. When one is not available, they are forced to search for the answer elsewhere or could inquire with your support staff, taking valuable time away from other urgent support requests. A knowledge base also offers these important benefits:
- They provide easy access to a nearly limitless amount of information. Since you can customize and structure a knowledge base taking into account your specific company needs, it allows visitors to access information quickly. Today, people want to find answers without having to go through too many steps. A robust, easy to use knowledge base makes it possible to find solutions easily with minimal effort.
- They are helpful to your service representatives. Given the limited resources of your support team, a knowledge base acts as a self-service extension of your existing phone, email, and live chat support. Your team members can focus their efforts on new and challenging requests, while the knowledge base supports routine and straightforward inquiries. Service reps are also able to access the archive to find answers quickly, which can be an especially valuable resource when onboarding new employees.
How do you build a good knowledge base?
A successful knowledge base deployment results from proper planning, understanding your unique requirements, and having a well-structured rollout. There are several important steps to launching an effective knowledge base, but these are a few of the most vital tasks:
- Categorize your articles and media with a logical structure from the very start for easy referencing and search.
- Create templates for standard articles to ensure that the tone and language are aligned between documents. Having a cohesive structure among reference articles helps maintain consistency between departments and makes the archive easier to browse.
- Develop an editorial and review workflow for your knowledge base articles. Before any information is released onto the platform, you want to ensure that it is accurate and does not include any out-of-date information. Having a simple workflow in place will ensure that this happens and improve the quality of your records.
The best way to optimize your knowledge base design is to work closely with your support staff, department leadership, software support team, and even your customers. A good knowledge base is one that is frequently referenced and continuously updated by those who use it. Considering the needs of your team in your system design will help you create a knowledge base that everyone will value.