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What’s a knowledge base

What is a knowledge base?

A knowledge base is a self-serve online library of information about a product, service, department, or topic.

The data in your knowledge base can be from anywhere, but usually comes from several contributors who are well versed on the subject – enough to give you all the details. Subjects range from the ins and outs of your HR or Legal department to how a new product, hardware, or software works. The knowledge base can include FAQs, troubleshooting guides, and any other nitty gritty details you may want or need to know.

Why you need it

In today’s connected world, nobody simply “wants” easy access to accurate information. We demand it. Heck, we expect it. And that doesn’t mean we want a phone call. Or an email. Or a service ticket. We want what we want. Point. Click. Bam. Now.

Which is why you need a rich, deep knowledge base.

Start by posting short, targeted articles that address the questions people want answered. And build your knowledge base from there. You’ll find a knowledge base is one of the easiest, cheapest ways to keep customers happy. It’s the ideal way to handle high-volume, simple interactions. And it’s available, self-serve, 24 hours a day, seven days a week. (So you can actually have a life.)

How can a KB make a difference for coworkers & customers?

When you have a knowledge base in place, you should combine it with a program of knowledge management. Knowledge Management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. With a strong knowledge base and knowledge management, your life may not change overnight. However, you’ll find your organization is more nimble and able to deliver faster service. You’ll also be able to improve self-service, give greater access to more articles, and offer regular updates through that knowledge management system.

knowledge management is what happens to a knowledge base
Here’s another big point: by providing the opportunity for people to leave comments, you can give co-workers and customers the opportunity to help solve each other’s problems. And make all involved feel a true sense of community.

Ultimately, you’ll deliver an even better customer experience, one designed for the information-rich world we all live in. Life changing? Probably not. But paradigm shifting and good for the ol’ bottom line? You betcha.

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