What is a knowledge base?
A knowledge base is a centralized online hub or library of information and documentation about a product or service. Companies typically use a knowledge base as self-service customer support for users who prefer finding answers to problems on their own.
Sometimes known as a help center, knowledge bases are made up of a collection of documents such as FAQs, product tutorials, and troubleshooting instructions. Dedicated knowledge base software is used to gather and organize information in a logical format through a process known as knowledge management.
Once a knowledge base is in place, businesses decide who can access the information and how it’s presented to users. They also have to establish internal processes for maintaining the library when products or services are changed and updated.
Type of knowledge bases
While every company’s knowledge base looks different depending on the platform used and its end purpose, two main forms of knowledge base are used. Human-readable knowledge bases store data that humans can access at any point. This primarily includes text files, images, videos, and solutions that don’t require additional support. Machine-readable knowledge bases are only accessible via artificial intelligence devices. They typically take less time to run and generate solutions to problems but aren’t as interactive as their counterparts.
Basic elements of a knowledge base
The goal of a knowledge base is to share useful details to solve problems or provide information to give customers a better experience of a product or service.
To do this, the documentation of knowledge bases contain may include:
- Instructions for using a product or service. One of the biggest components of a knowledge base should be details on how customers are supposed to use what they’ve purchased. This section usually solves any problems customers run into during setup or usage.
- Answers to frequently asked questions. Any data on FAQs should be addressed in this area of the knowledge base. This part could include links to other areas of the knowledge base or short answers to questions about changing an account password or delivery information.
- Demonstration diagrams or videos. Written instructions for how to use a product may not be the best solution for every customer. Video or illustrated instructions can show how to make the most out of a product or suggest hints and tips for unusual product or service applications.
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Details about the business as a whole. Customers may need to contact various departments during the purchase process or following the delivery of a product, or they might want to know more about the company before making a decision. This information can also be kept in the knowledge base.
Benefits of knowledge bases
Improving customer service should be a goal of any business, but answers to many customer problems can easily be shared without in-person interaction. Knowledge bases further support businesses by:
- Decreasing support times. With 24/7 support, customers don’t have to wait for help; they can easily find what they need, even during the busiest times. Knowledge bases also free up support staff for complex issues or other tasks.
- Accommodating different learning styles. Not everyone understands information in the same way. A knowledge base can repeat information in multiple formats, like text or video, to support customers in the best way.
- Gathering useful insights into customer behavior. If the knowledge base software includes tracking and reporting capabilities, companies can collect important data about which pages are being viewed most or which terms are being searched to find answers. This can lead to creating additional content or even product adjustments to improve the overall customer experience.
- Improving search engine optimization (SEO). As documentation in knowledge bases is often lengthy, many of these pages appear in search results. This means that a knowledge base could attract new customers who are researching information about similar products or services.
Best practices for using knowledge bases
Every part of a knowledge base should be assessed with regard to helping users find the answers they need as quickly and efficiently as possible. When building a new knowledge center, businesses must consider:
- Design and structure. Any information within a knowledge base must be easy to discover. The information architecture and user experience (UX) design should be simple while still guiding users to what they need. Building functionality for searches and organizing materials effectively should be top priorities.
- The information stored in the base. Not every piece of documentation about a product or service needs to be included in the knowledge base. Customer support teams will know which issues are repeatedly being addressed and any common challenges or questions customers have. From there, existing documentation should be gathered to avoid duplicating information.
- Who will maintain and update the knowledge base. To remain effective, responsible parties should continually review and update knowledge bases. They must develop a system to determine which content has become outdated or irrelevant and what can be added to improve the customer experience.
Help your users help themselves with customer self-service software that provides troubleshooting support at any time, from any location.
Holly Landis
Holly Landis is a freelance writer for G2. She also specializes in being a digital marketing consultant, focusing in on-page SEO, copy, and content writing. She works with SMEs and creative businesses that want to be more intentional with their digital strategies and grow organically on channels they own. As a Brit now living in the USA, you'll usually find her drinking copious amounts of tea in her cherished Anne Boleyn mug while watching endless reruns of Parks and Rec.
