According to statistics, over 69% of consumers have a strong inclination towards resolving issues independently, with almost 63% initiating their troubleshooting process by searching through a company's online resources before seeking support from a representative. To optimize self-service strategies, a meticulously crafted and easily accessible knowledge base should serve as the fundamental pillar for any support team.
In this blog guide, we will provide a comprehensive explanation of the concept of a knowledge base while offering insights into planning, creating, and delivering highly effective knowledge base content. By following these guidelines, you can genuinely enhance customer experiences and foster improved satisfaction.
A knowledge base is a digital platform that enables self-service access to a wide range of information. It serves as a centralized repository, streamlining knowledge sharing and transfer within an organization. Whether in the form of databases, digital libraries, or online document collections, the primary purpose of a knowledge base is to provide convenient and easy access to a wealth of information.
Knowledge bases can be categorized into two main types: internal and external. Internal knowledge bases are restricted to users with login credentials, typically accessible only by employees or authorized individuals within an organization. On the other hand, external knowledge bases are intended for the general public and do not require any specific credentials for access.
Apart from the difference in accessibility, internal and external knowledge bases serve distinct purposes and cater to different use cases:
An internal knowledge base is exclusively available to employees or authorized individuals within the organization. It contains a wealth of information, including employee handbooks, org charts, company directories, operating procedures, and internal-facing documentation for products and services.
The primary purpose of an internal knowledge base is to foster collaboration and promote knowledge sharing among employees. By serving as a centralized repository of company information, it enables team members to easily access crucial resources, leading to streamlined internal communication and enhanced productivity.
An external knowledge base, also referred to as a self-service library or customer service knowledge base, serves as a comprehensive information hub for customers seeking details about a company's products, services, organization, and industry. It empowers customers to independently and efficiently resolve their queries.
External knowledge bases are designed for both customers and the general public. They provide a wide range of information, including FAQs, company contact details, and step-by-step troubleshooting guides for products. This valuable resource enables individuals to find the answers they need and navigate through common issues effectively.
By understanding the different types of knowledge base software available, businesses can make an informed decision about which option best suits their requirements and preferences.
Implementing a knowledge base offers numerous advantages, benefiting both customers and businesses. Here are the key benefits.
1. Enhanced Customer Experience
By providing a self-service option, a knowledge base reduces the time and effort customers spend seeking answers, resulting in a better overall experience.
2. Self-Service Preference
Research indicates that a majority of individuals prefer to find answers themselves before seeking assistance, making a knowledge base their go-to resource.
3. Reduced Support Volumes
With a knowledge base in place, support teams experience a decrease in incoming inquiries, enabling them to focus on more impactful activities. Additionally, the knowledge base itself becomes a valuable resource for customer support.
1. Boosting Business Efficiency and Productivity
A centralized and accessible internal knowledge base reduces downtime, enabling employees to quickly access the information they need and focus on their tasks.
2. Fostering Collaboration and Communication
An internal knowledge base fosters collaboration and communication within an organization by providing a central repository of information that can be easily accessed and shared by all employees.
3. Facilitating Knowledge Sharing and Transfer
Creating an internal knowledge base encourages knowledge sharing among team members and facilitates knowledge transfer, ensuring consistent and up-to-date information across departments.
4. Elevated Customer Satisfaction
An internal knowledge base equips customer support representatives with readily available information, enabling them to provide better and more timely customer service, thereby enhancing customer satisfaction.
5. Minimized Training and Onboarding Expenses
A knowledge base reduces the need for extensive employee training by providing comprehensive documentation and information on specific topics, making employee onboarding more efficient.
6. Strengthened Knowledge Management Abilities
An internal knowledge base serves as part of an organization's knowledge management strategy, allowing the storage and access of documentation related to training, software, policies, and other relevant information.
Knowledge base software is a self-serve online library of information that helps businesses and organizations optimize their information collection, organization, and retrieval processes. It serves as a centralized repository for storing and sharing knowledge about a product, service, department, or topic. By implementing the right knowledge base software, businesses can improve customer support by providing quick and easy access to relevant information.
Additionally, it enhances employee productivity by enabling them to find the information they need without relying on others. Moreover, knowledge base software streamlines information management processes by centralizing all the knowledge in one accessible location.
When considering knowledge base software, organizations have two main options: Software as a Service (SaaS) and open-source solutions.
SaaS knowledge base solutions are provided by third-party vendors who handle hosting and maintenance. They offer several advantages:
Well-known SaaS Choices: HelpLook, Stonly, and Zendesk stand out as popular options for SaaS knowledge base software.
Open-source knowledge base software provides access to the source code, allowing organizations to customize the software as needed. The benefits of open-source solutions include:
Illustrative Instances: MediaWiki is one of the notable examples of open-source knowledge base software.
The choice between SaaS and open-source knowledge base software depends on factors such as organizational needs, budget, and technical capabilities. Careful evaluation of these factors will ensure the selected solution serves as a powerful tool for knowledge management and supports organizational growth.
It is essential to thoroughly understand the purpose and benefits of a knowledge base for your organization. Identify the specific gaps in knowledge and determine the target audience that will benefit from it.
Consider factors such as the accessibility requirements, and hosting options to determine the most suitable type of knowledge base for your organization.
Organize your knowledge base in a way that allows users to easily navigate and locate the information they need. Consider organizing it by user type or role, activity, stage/experience, or product type to enhance usability.
Collect existing information and involve subject matter experts (SMEs) in developing and maintaining high-quality content that meets the needs of your audience. Utilize tools like HelpLook to streamline content gathering and use custom templates to ensure consistency.
Select a shared knowledge base platform that facilitates information flow. The platform should include features like search tools, file sharing, analytics, user feedback system, and scalability to accommodate the growth of your knowledge base.
Creating effective knowledge base articles is essential to ensure that users can easily find and understand the information they need. Here are some best practices to follow when creating knowledge base articles:
To create effective knowledge base articles, your focus should be on empowering users to find answers and solutions independently. This necessitates understanding the specific questions, concerns, and pain points that your users experience.
Use clear and concise language in your knowledge base articles. Avoid using technical jargon or complex terminology that may confuse readers. Break down complex concepts into easily understandable steps or explanations. Focus on providing solutions and actionable information that users can apply to their specific situations. By using plain language, you can ensure clarity and help users quickly grasp the information they are seeking.
Organize your knowledge base articles in a structured and organized format to improve readability. Use headings, subheadings, and bullet points to break up the content into digestible sections. This makes it easier for users to scan through the article and locate the specific information they need. Additionally, categorize articles into relevant categories and subcategories for easy navigation within the knowledge base. Including relevant links and cross-references to related articles also helps users explore additional information on related topics.
Regularly review and update your knowledge base articles to ensure accuracy and relevance. As processes or technologies change, make sure your articles reflect the most up-to-date information. Monitor user feedback and address any gaps or areas of improvement identified by users. Actively retire outdated articles that are no longer relevant or accurate. Keeping your knowledge base up to date ensures that users have access to reliable information, enhancing their overall experience.
To consistently enhance the effectiveness of your knowledge base and maximize its value for users, it is crucial to actively seek feedback from them. Encourage users to share their thoughts on your knowledge base articles by implementing various feedback mechanisms, such as rating systems, comment sections, or dedicated email addresses.
Additionally, measuring user satisfaction enables you to pinpoint areas that may require improvement. By tracking metrics like article views, time spent on pages, and user ratings, you can gain valuable insights into which articles are most beneficial and identify those that may require updates or revisions.
By following these best practices when creating knowledge base articles, you can create a valuable resource for your users. Clear and concise writing ensures understanding, while a structured format improves readability. Regular updates and maintenance keep your knowledge base current, providing accurate information that meets the needs of your users.
Determining the most suitable knowledge base software for your organization can be a challenging task, regardless of your business size. The right software can enhance customer support efforts and improve employee efficiency. Conversely, an incorrect choice can result in a frustrating user experience, worsening the situation compared to not having a knowledge base at all.
So, how do you choose the best knowledge base software that meets your business needs?
Begin by seeking software with user-friendly features that simplify content creation and organization for your team, while ensuring end-users can easily find the information they seek. The chosen solution should address your initial motivations for implementing a knowledge base, whether it is to enhance customer support or streamline employee onboarding.
Consider the following key features when selecting your knowledge base software:
By considering these factors, you can make an informed decision and choose knowledge base software that aligns with your organization's requirements, facilitating effective customer support and optimizing employee productivity.
Commencing the process of planning, designing, creating, and maintaining a knowledge base may seem overwhelming. However, each article you develop has the potential to address numerous customer inquiries in the future, reducing the need for direct assistance. A robust knowledge base also serves as a valuable training tool for new staff members and a valuable resource for search engine optimization (SEO), attracting potential customers. Investing your time wisely in building a comprehensive knowledge base will yield long-term benefits for your organization.