As the business landscape becomes increasingly digital and customer-centric, the importance of knowing how to create a knowledge base (KB) continues to grow. Businesses can ensure happier customers and support reps with a well-built knowledge base.
The figures speak for themselves. An astounding 88% of customers expect to be provided with a self-service portal, and 92% would use a knowledge base if it were available. Furthermore, four out of ten users report solving their issues faster using self-service options than traditional customer service.
With these numbers in mind, we’ll explore the essence of knowledge bases and their importance for businesses and customers. We aim to equip you with all the insights and strategies you need to stay up-to-date with current self-service trends. You’ll also find a step-by-step guide on how to create a knowledge base.
Businesses can benefit from two types of knowledge bases:
For this article, we will be focusing on external (or customer-facing) knowledge bases.
A knowledge base is an online resource hub. It offers detailed information on various subjects, such as products, services, or specific departments. It encompasses an array of content types provided by experts in the respective fields. Examples include frequently asked questions (FAQs), manuals, troubleshooting guides, and runbooks.
The primary purpose of a knowledge base is to streamline access to critical information. It also ensures that the right data is available to the right people at the right time.
The defining feature of a knowledge base is its readability ensured for both humans and machines. Human readability ensures easy accessibility and comprehension for users. Machine readability allows computer systems like AI-based chatbots to process the data, facilitating automated response generation.
Knowing how to properly create a knowledge base provides a comprehensive, accessible repository of information. It serves as an efficient solution for query resolution for both humans and machines.
🚀 Applying AI to automate incoming support requests can increase customer support efficiency.
Knowledge bases hold immense value both from the customers’ and business’s perspectives.
A customer knowledge base can significantly improve the user experience in many aspects:
Building a knowledge base can bring multiple strategic advantages to organizations. It can help them streamline operations and stand out with:
💡 A well-designed and developed knowledge base can offer a golden chance to differentiate yourself from the competition.
As the research cited above suggests, inefficient self-service support wastes time and is even more detrimental than not offering a self-service option at all. Therefore, it’s vital to create a knowledge base that is resourceful and user-friendly.
Let’s review the steps to developing a helpful and efficient platform that enhances user experience, boosts operational efficiency, and propels your business forward.
To create a knowledge base that effectively meets your audience’s needs, you must understand these needs. So, once you’ve identified your target audience, ask questions like:
This will shape the content of your knowledge base, ensuring it provides relevant and valuable information.
Ensuring your knowledge base content is logically structured is pivotal for user navigation and accessibility. Adopt a logical and intuitive structure, with the user’s perspective at the forefront.
⚡ An easily navigable and visually coherent knowledge base enhances user experience and facilitates quicker problem resolution.
The next step in the process to create a knowledge base is determining its elements. Decide on the format of your knowledge base articles and the types of content you’ll include in them. You can make use of the full range of options:
Note that combining different content types and formats improves efficiency. It makes your knowledge base useful and helpful for all consumers. So, consider integrating features like an FAQ section, a contact support link, and a user-friendly search function. This is a go-to strategy, pivotal in meeting accessibility standards.
Crafting your customer knowledge base content entails a thoughtful blend of information, practicality, and visual appeal. Begin with basic, broad topics. And then, delve into specifics addressing queries a user might have at every stage of the journey – from initial use to advanced functionality. This way, both novice and experienced users will find value.
Remember to:
SEO optimization plays a vital role when writing your content. This includes:
🚀 Tools like Yoast and SurferSEO can help increase your KB visibility in search engine results.
Publishing the content marks a crucial phase in setting up your knowledge base. Here are some steps to take before letting your knowledge base go live to ensure the quality and correctness of your content.
After creating, reviewing, and refining your content, make it available and easily accessible for your audience. Ensure that your articles are mobile-friendly, as many users will access your KB through smartphones or tablets. You can make it directly available on your desktop or mobile app for easier access.
💡 Consider translating your content into various languages to enhance inclusion if your user base is diverse. To accelerate indexing and increase visibility, update your sitemap and RSS feed regularly.
A knowledge base is not a static repository but a dynamic asset. It constantly evolves with your product, services, and customers’ needs. Listen to customer feedback and track content usage patterns. These insights can help you identify areas of confusion, frequently asked questions, or topics that require more in-depth coverage.
Also, consider the overall structure and organization of your knowledge base. As you add more content, it’s vital to maintain a clear structure. Regularly go through and update your categories and subcategories. This way, you’ll ensure your knowledge base is user-friendly, comprehensive, and robust.
Monitoring the performance of your knowledge base is essential to understand its effectiveness and areas for improvement. A variety of metrics can provide insightful data to inform your content strategy.
⚡ Regularly tracking and analyzing these metrics will ensure your knowledge base remains effective.
Evaluating successful knowledge bases can provide valuable insights for developing your own. Here are three excellent examples:
Canva’s knowledge base is known for being easy to use. It has a simple design and lets users search for anything they need.
Users are led from broad categories to more specific subcategories. Also, users can provide quick and easy feedback. They can click on one of the two options and share their feedback on the article. This is an effective way to learn what parts of the knowledge base need improvement, thus meeting user needs and expectations.
Microsoft offers an exceptionally comprehensive, well-organized knowledge base.
The landing page focuses on the top user concerns, reflecting their keen understanding of customer needs. Their knowledge base articles are easy to navigate, link to related content, and allow users to rate the quality of the content, ensuring continuous improvement.
Also, Microsoft’s knowledge base features extensive training opportunities for all their products, empowering users to make the most out of their experience.
Textmagic‘s knowledge base covers a broad spectrum of topics, catering to users at different stages of their journey. It’s updated regularly to ensure relevance and accuracy, and it incorporates FAQ pages for quick answers.
Textmagic also offers video tutorials, which can be particularly useful for demonstrating more complex processes.
Here are some additional strategies to ensure smooth and seamless interactions of your customers with your knowledge base.
When implemented effectively, knowledge bases can significantly enhance customer and employee satisfaction. They facilitate quick and easy access to critical information. So, a knowledge base empowers users with streamlined issue resolution. This leads to happier customers, satisfied with their user experience.
Implementing a robust customer communication platform like Touchpoint will let you combine all communications and deliver the information your customers need via the channel they love.
Iustina is a curious copywriter with an analytical mind and a demonstrated history in the advertising industry. She likes mixing words with data and is passionate about human behavior. When she's not at her work desk, you'll probably find her enjoying refreshing tea flavors, spilling stories on paper, or binge-watching true-crime documentaries.
Find out more about the team behind Touchpoint, our development roadmap, and goals, from our product manager - Urmo.
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