Knowledge Base

A knowledge base is an online collection of information designed to provide answers to common questions, solutions to problems, and resources for better understanding topics. It serves as a self-service tool, enabling users to find the information they need without having to reach out for help. An effective knowledge base increases information sharing and reduces administrative management costs.

There are two primary types of knowledge bases:

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External Knowledge Base: This type of knowledge base is accessible by customers, clients, or the general public. It typically contains FAQs, how-to guides, troubleshooting tips, and other resources that help users understand and use a company's products or services.

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Internal Knowledge Base: This type is used within a company and is accessible only by employees. It contains private or confidential information, such as company policies, onboarding materials, training documents, and internal processes. An internal knowledge base helps employees access necessary information quickly, enhancing productivity and ensuring consistency in operations.

Knowledge bases can take various forms, including:

• PDFs
• Word documents
• Google documents
• Spreadsheets
• Web portals
• Wikis
• On-premise databases

An effective knowledge base should be:

• User-Friendly: It should be easy to navigate with a well-organized structure and search functionality.
• Comprehensive: It should cover a wide range of topics and provide detailed information.
• Up-to-Date: Information should be regularly updated to ensure accuracy and relevance.
• Accessible: It should be easily accessible to its intended audience, whether that’s employees or customers.

Relieves Support Teams

A well-constructed knowledge base reduces the number of support tickets that your internal and customer support teams need to handle. By providing readily accessible information, users can resolve many issues on their own.

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Improves Customer Experience

Customers can find answers to their questions on-demand, which improves their overall experience and satisfaction. A user-friendly knowledge base helps customers feel more confident in using a company's products or services.

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Enhances SEO

External knowledge base content often contains keywords that enhance search engine visibility. This can improve a company’s search engine optimization (SEO) ranking, attracting new customers.

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Facilitates Onboarding

An internal knowledge base helps new employees access up-to-date company information and materials in one central place. This speeds up the onboarding process and helps new hires get up to speed more quickly.

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