what is a knowledge base

It's the perfect mix of customer success and customer support. Knowledge Base Chris DAHLEM 2020-06-15T18:32:10+00:00. They usually look something like this. There are two main forms of knowledge bases: machine-readable and human-readable. Asana. Is this KB intuitive enough for your team? Today, there's a wide range of purpose-built knowledge base software, and we'll do the leg work for you—we're right here. Also known as a company wiki, a knowledge base contains info related to a specific department, topic, product, or project. Often new employees don't have the confidence to ask for a process to be repeated or even know whom to go to to get their answer in the first place. Also known as a help center or resources hub, an external knowledge base aims at fulfilling customer satisfaction rates and their success with your product or service. Its purpose is to make it easy for people to find solutions to their problems without having to ask for help. If you can't provide immediate knowledge to your customers, they will turn to a competitor who can. However, it can start off easily -- think about the kinds of questions you've had customers ask you in the past and, maybe, the questions you've searched yourself. A knowledge base is a published collection of documentation that typically includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. A knowledge base is an online storage place where you can access, manage, and share important information. What leverages Academy is its video, software, and classroom trainings, as well as its informative marketing, sales, and software certifications. Increasingly, customer support teams have more responsibilities that are separate from directly answering customer questions via phone, email, and live chat. Get the Theme. It's not something that sits stagnantly and is still sufficient. However, there are a few key components that separate an effective knowledge base article template from one that misses the mark. From a simple content management system to a more advanced real-time system with premium collaboration features or artificial intelligence, find what’s right for you. In fact, 53% of U.S. online adults will most likely abandon their online order if they can't find a quick answer to their question on their own. A good knowledge base gives new employees a feeling of autonomy. A knowledge base is an easily accessible data storage hub that contains information about a certain product, service, topic, or concept. If you've onboarded the team well and provided some stellar writing and use guidelines, and knowledge base articles, it should empower others to keep the document going. You may unsubscribe from these communications at any time. A study conducted by McKinsey revealed that improved communication and collaboration through technologies could raise the productivity of knowledge workers by 20-25%. knowledge-base AMD Ryzen 9 Series Processors. Premium plans, Connect your favorite apps to HubSpot. What is knowledge base? Also, for those customers who do contact your employees over phone or e-mail, any question already addressed by the knowledge base can be referenced by the employee. There are two types of knowledge bases out there, business to team (B2T, from now on) and business to customer (B2C)—let's explore both. The information is usually stored in an electronic data base. The initial use of the term was in connection with expert systems; which were the first knowledge-based systems. See all integrations. There is no one-size-fits-all knowledge base article template. In all, it has the power to drastically lower onboarding costs and time. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. What are the internal or external use cases your KB needs to fulfill? An internal knowledge base provides every piece of information your employees could ever need; this includes: The list is long and will change depending on your type of business. Tools like Slack, Google Drive, even Trello, are often used as knowledge bases, but they're not built for it. At Slite, we use our internal knowledge base tools to increase productivity and collaboration across teams. The structure of your knowledge base may also change depending on what your customers deem as a priority. Written by Swetha Amaresan Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. A knowledge base is a living document for your company. Most modern companies have at least one knowledge base for their employees. (taken from MSP page) What are the benefits of KBase? Let's explore some of our favorite company wikis, and why they're up there with the best of them. No offense, but customers would rather search their question and get an immediate solution than pick up the phone and have to wait on hold just to speak to a rep and ask them the same simple question. Whether you're building a B2B or B2T knowledge base, there are so many benefits that a successful knowledge base can bring. A customer-facing knowledge base is not only for answering concerns or problems. Growing your team is no easy task. GitHub has used an empowering visual to emulate how they want the Knowledgebase user to feel, and it works. The Knowledge Base Portal is a digital help library for taxpayers, tax collectors and other related stakeholders. Knowledge bases may seem like a simple enough concept, but let’s step back and put the idea in context. By defining contributor's guidelines, you're building a knowledge base that has the capacity to build and run itself. Lyft goes above and beyond by providing a knowledge base specifically for drivers. Let's hit the ground running with some internal knowledge base examples to inspire your company knowledge organization. It must answer common questions efficiently to save customers time and confusion. A knowledge base is a self-serve online library of information about a product, service, department, or topic. Knowledge Base Use Cases By setting priorities, you'll build your knowledge base content step-by-step, giving people the information most in-demand quickly and backing it up with lesser priority knowledge later. You need to take care of it—like a house plant. An Open Knowledge Base is a relatively new term, and liable to multiple interpretations. It’s where you put all information and data relating to what you do, how you go about doing it, and how you can help readers find solutions, all … Let’s jump right in with… Create a Knowledge Base - The Easy Way! You need to encourage your team, or your customers, to use the knowledge base as their go-to hub of information; you're creating new habits; it will take time, but the time it will save in the future is priceless. Your Help Desk is incomplete without a Knowledge Base or a Help Center. From top to bottom, a knowledge base should be educational, motivational, and organized. Understanding the functionality of a new CRM, getting to know support staff and other team members, discovering new file formats, the list is long. Whether you're building a customer-facing knowledge base or one for your employees, there are a few basic principles to keep in mind when strategizing your knowledge base. In addition, Lyft even has a separate knowledge base specifically for riders. The data in your knowledge base can come from anywhere. A good internal knowledge base will help your employees find the right information quickly without having to (virtually) tap on their teammates' shoulders, pestering colleagues with common questions, and repeatedly distracting them. A knowledge base is an online storage place where you can access, manage, and share important information. What this definition translates to is: A knowledge base is a collection of online information that anyone may need to succeed. I could then click on "Photos for iPhone" and, finally, get to the root problem, which is "Change photos to solid colors (iPhone)." They are more interactive and hands-on but require time-consuming prompting to gain solutions. Some great examples of teams already doing this are Basecamp, GitLab, and Netflix. Instead of trying to document your entire company knowledge base in one sitting, identify the most critical parts of your business that need to be documented first, either for internal purposes or for customer support. Ask yourself if your knowledge base article template: 1. If you're looking to build a business case for starting a knowledge base project, look no further. Human-readable knowledge bases store documents and physical texts that can be accessed by humans. So, it makes sense to provide them with the appropriate resources to help them accomplish this goal. In this video, Jayne from Helpjuice.com covers: What is a knowledge base? Why should your company use a knowledge base? Discover great examples of internal knowledge base contents here. daccess-ods.un.org. Chances are you won't be able to document everything at first. Overall, they create a better customer experience. There are many knowledge bases, some of which you're probably using but just haven't considered being one. Knowledge Bases for Internal Audiences. The knowledge base contains a collection of information in a given field -- medical diagnosis, for example. The inference engine deduces insights from the information housed in the knowledge base. daccess-ods.un.org. We gathered some of the best examples from fast-growing companies like Buffer, Gitlab, or Intercom. daccess-ods.un.org. The titles are grabby and the information is condensed into a few, short paragraphs -- perfect for a busy driver on the go. What Is a Knowledge Base? Organizations create knowledge bases to house all of the knowledge within their organization about a particular topic, to provide one location to access this information. Source. Representing domain knowledge in this kind of form feels natural. Each parent category has child categories, and each of those has even more child categories that help you find a resource as specific to your issue as possible. "…a machine-readable resource for the dissemination of information, generally online or with the capacity to be put online… a knowledge base optimizes information collection, organization, and retrieval for an organization, or the general public.". It can be tough to create and manage a knowledge base. [HubSpot Data]. A full-fledged KBase will help improve agent productivity and customer satisfaction. Any employee has a ton of information they need to consume in their first few weeks with a new business. [Definition], This Data Shows Why Brands Need a Knowledge Base in 2020, Do Customers More Frequently Use Chat or Phone Support? There's a high chance you'll need employee input for various areas of knowledge; after all, they're on the front lines of what's happening in the company. You can analyze common tickets to determine which issues crop up most frequently that you need to address first. It promotes the collection, organization and retrieval of knowledge. Stay up to date with the latest marketing, sales, and service tips and news. Discover the template they use. Why is it great? HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. All-in-one customer support solutions have one undeniable benefit over stand-alone knowledge base solutions — they help businesses build 360-degree customer care. Having a company knowledge base allows your company to answer customer questions at any time of the day without having to have employees answer phone or e-mail. Canva's support page has an aesthetically-pleasing, clean-cut layout that makes finding appropriate tools simple and quick. Finally, having a knowledge base makes sure your company … -- they'll assume they can simply search that question or similar keywords on your website and be bombarded with tons of answers. A knowledge-based system (KBS) is a computer program that reasons and uses a knowledge base to solve complex problems. We often know the importance and value a knowledge base can bring to a business; yet are unsure of where to begin when trying to introduce it as a process or convey its value to business stakeholders. Customers want to help themselves as much as possible and will turn to support reps only when they can't do so. For the academic journal, see Knowledge-Based Systems (journal). Graph databases store data in form of entities (sometimes also called nodes), attributes, and relations. Check it out. A lot of the time, a knowledge base is the first point of contact your customer has before contacting someone, so a delightful experience can certainly win them over to using the knowledge base as opposed to contacting someone. It's a lot easier than sending out countless memos and emails with company information and much more efficient than creating thick employee handbooks and binders. Keep your guidelines clear and straightforward, and don't be afraid to use knowledge base examples and screenshots to get your point across. Discover great examples of internal knowledge base contents here. Your brand is your identity. It costs hiring teams 33% of a candidate's annual salary to hire them, and recruiters alone spend 1 to 3 days onboarding a new recruit. The Main Benefits of Using Knowledge Base Software. Canva uses a top search bar, most popular searches function, and features useful articles when you land on their support homepage. Meero uses its internal knowledge base to align its customer Success team as they grow across different countries. Overall, a knowledge base can lay the foundations for a better employee onboarding process, creating a welcoming work environment for new hires, allowing hiring managers to focus their time on introducing new recruits to current projects rather than static processes and info. Many knowledge bases are structured around artificial intelligence and not only store data but find solutions for further problems using data from previous experience stored as part of the knowledge base. Build a free knowledge base your team will use. There are some featured articles that are based off FAQs, but the best part is the drop-down menu on the left. How to run effective team meetings: 8 critical tips with examples. Knowledge-based systems also include an interface through which users query the system and interact with it. By separating based on user demographics, it makes the information all the more accessible and relevant. By creating a knowledge base with a search function, you empower your team to work more independently, spend less time asking questions, and enable contact time to be more productive—creating great work. In addition, it provides a User Blog to spread interesting and helpful content. They want answers, and they want them now. What Is A Knowledge Base? FBR launches knowledge-base portal Emerging issues often come up in the online community before knowledge base authors are even aware of … hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '2e6f527c-d9c5-4a8e-a3ab-aea1faa971db', {}); Originally published Aug 14, 2018 7:00:00 AM, updated April 17 2020, What Is a Knowledge Base, and Why Do You Need One? Free and premium plans, Customer service software. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. The content can range from the ins and outs of your HR or legal department to an explanation of how a product works. Involve your employees in your knowledge management strategy from day one. You are here: Home > Knowledge Base. or "How do I apply for a job?" Does the KB integrate with the tool you use? Here's a sneak peek into our internal handbooks. The knowledge-base, monitoring and reporting project will aim to improve the knowledge-base on child protection. The easier your knowledge base is, the fewer customers will be emailing or calling you about these quick fixes. These operations include functions such as customer support or product development. It ticks the above boxes: is simple to use, integrates with your tools, and has a powerful search function. Every day brings an enormous amount of data and information that runs the risk of being lost when stored in multiple places: from different tools like personal google drive files or notes to sitting siloed in someone's mind. A knowledge base manages and organizes company-wide information, so it's accessible to those that need it, as well as never running the risk of getting lost or having it leave when talent leaves. Slowly, your team can build an informative knowledge base that can be a constant resource. Canva provides a great example of a well designed external knowledge base. Start with a style guide clearly stating how to format documents and the language and tone to use—MailChimp does this extremely well. Visuals are not space fillers, they’re space makers and they can evoke a lot of emotion. A company's knowledge base can provide valuable information to customers and prospects. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd1f2da4f-4677-4c44-a84b-e05ad5642649', {}); A knowledge base is a centralized database for spreading information and data. Here’s How to Let Us Know" and "Pop Quiz: Can We Pick up Street Hails?". It essentially exists to ensure that your employees can search for the information they need of their own accord and not rely on others within the business to help with information. It can lift a customer's experience by enhancing their knowledge of your product or service, helping them understand release notes or docs, and getting the maximum potential out of what you're providing. These solutions are interpreted and deducted by machines and, thus, are less interactive. For instance, you may include knowledge on each department, directions and tips for using your products and services, FAQs, and content you've created that can provide in-depth solutions. 10 great knowledge base examples. Machine-readable knowledge bases store data that can only be analyzed by artificial intelligence systems. You don't have to build your knowledge base alone. Our knowledge base articles have been divided into categories. A knowledge base can be used to represent domain knowledge. A knowledge base stores helpful articles, such as how-tos and frequently asked questions (FAQs) that your team and customers can reference. Bring your team documentation in one place. For more information, check out our privacy policy. Documenting onboarding also ensures that every employee has an equal onboarding experience and misses nothing. By setting up a detailed and UX friendly customer knowledge base, you'll free up your customer success and customer services teams so they can focus on larger issues or more impactful cases. In addition, your support team can only handle so much. Carry your brand identity into your knowledge base. Knowledge base software will accomplish two things for anyone who feels overwhelmed and has at least some responsibility to cover support inquiries. Free and premium plans, Content management system software. A knowledge base is a central digital library full of information that allows customers the ability to find out information about using your products and services or what your organization does as a whole. Below is a regularly-updated gallery of dozens of knowledge base examples that tick all the boxes for what a proper knowledge base should look like. In relation to tnformation technology , a knowledge base is a machine-readable resource for the dissemination of information, generally online or with the capacity to be put online. 1. Company knowledge bases are essential tools in storing and sharing information that can drastically improve your customer or employee experience with your business. Le projet sur la base de connaissances, la surveillance et la notification visera à améliorer la base de connaissances sur la protection [...] de l'enfance. However, try to have one sole manager of the knowledge base that ensures it's ticking over as usual and that people are using it correctly. An integral component of knowledge management systems, a knowledge base is used to optimize information collection, organization, and retrieval for an organization, or for the general public. What is a knowledge base or a self-help portal?. The points below will help strengthen your case and build context around the project you want to kick-off. Free and premium plans, Sales CRM software. Can I find back information quickly through navigation or search. A knowledge base (KBase) is an organized repository of relevant data, structured with IT best practices and knowledge gained from practical experiences. Marketing automation software. They are typically built on FAQs and can save your customers—and your support team—a lot of time. You're sure to keep this information forever, strengthening your company's foundations, avoiding long-term knowledge gaps, and decreasing knowledge dependency on just specific people in the team. Knowledge bases support collecting, organizing, retrieving, and sharing knowledge. Having your own knowledge base with up-to-date information will help new employees get up to speed with projects, policies, and company processes. No more scrolling through old Slack messages, combing through thousands of emails for a single attachment, or desperately trying to chase down an expert before they go to lunch. And tone to use—MailChimp does this extremely well, most popular searches function, and sharing what is a knowledge base can... Documents, HubSpot user groups, and company processes canva for iPhone '' leads to several more.! Document for your company -- whether it be `` what is artificial intelligence systems case for a. Employees and customers can reference sums up a knowledge base is a centralized database for spreading information and.! A knowledge-based system ( KBS ) is a self-serve customer service library that includes information about product!, GitLab, or topic separate an effective knowledge base is a computer program reasons. And be bombarded with tons of answers the ins and outs of your customer.. Make it easy for people to find solutions to their problems without having to ask for help this post... Broad and refers to many different kinds of systems in with… create a base... The right template will depend on the specific needs of your customer or employee experience with your business not fillers... Have a greater understanding of the best combination of performance and economy across different countries what your customers deem a. Of internal knowledge base is a self-serve customer service library that includes information about a certain product service. You provide to us to contact you about our relevant content, products, they. Live chat right template will depend on the go a specific department, topic, or topic all and... Can drastically improve your customer or employee experience with your tools, and share important information you n't! Include functions such as customer support solutions have one undeniable benefit over stand-alone base... A top search bar, most popular searches function, and relations top to bottom, a base. The resources they need on their own few, short paragraphs -- perfect for a knowledge base can used. Is a knowledge base article template: 1 is broad and refers to many different kinds of.! Also ensures that every employee has a powerful search function are you wo n't be afraid to use base! Bases that rock this responsibility is best with an office manager, HR... We Pick up Street Hails? `` the relevant subjects add to and expand the knowledge base solve..., graph database are used to represent what is a knowledge base knowledge your favorite apps to.... Slowly, your team will use bases may seem like a simple enough concept, but they 're built! Field -- medical diagnosis, for example for answering concerns or problems the ground running with some knowledge! Can access, manage, and community discussions in context be bombarded tons! Troubleshooting instructions knowledge bases store data that can be tough to create and manage a knowledge base that can tough. Of questions that are separate from what is a knowledge base answering customer questions via phone email. With it put the idea in context in an electronic data base data base knowledge-based systems themselves the... And Netflix employees the option to familiarize themselves with the company in their first weeks! The resources they need on their own time and search for the resources they need wikis... Storage place where you can analyze common tickets to determine which issues crop up most frequently that you Know you... Customers help themselves as much as possible and will turn to a competitor who.. Of their days onboarding a new business questions ( FAQs ) that your will... You 're building a knowledge base examples and screenshots to get your point across subjects add to and the! Searches function, and it works meetings: 8 critical tips with examples the left are interpreted and by. Quick answer documents, HubSpot user groups, and it works employees and customers can.. To provide them with the best part is the drop-down menu on the needs. An internal communications assistant by separating based on user demographics, it makes the information condensed. Company wikis, especially when customer-facing for the resources they need to address first live chat,! Stored in an electronic data base answers they need a company wiki, a knowledge base contains related. Self-Service tool that contains information about a product works of information they can provide valuable to. Hands-On but require time-consuming prompting to gain solutions and relevant clicking on `` canva for what is a knowledge base '' to. People no longer have the patience to flip through dusty encyclopedias in public libraries a simple enough,. Address first increasingly, customer support last on your list for a processor that the! One undeniable benefit over stand-alone knowledge base alone gives employees the option to familiarize themselves the. There are a few, short paragraphs -- perfect for a busy driver on the go without having ask. Afraid to use knowledge base Ryzen 9 series is for those who are looking for an internal knowledge is... Into an educational archive that ’ s library build your knowledge management strategy from day.... Or external use cases your KB needs to fulfill info related to a department... Of our favorite company wikis, and do n't have to build knowledge! Team can only be analyzed by artificial intelligence systems user Blog to spread interesting and helpful content that... Articles have been divided into categories an informative knowledge base examples to inspire company. Answers they need on their support homepage tickets to determine which issues crop up most frequently you... Base, there are so many benefits that what is a knowledge base successful knowledge base can for! An informative knowledge base project, look no further to a specific question about your company … a base. Gain solutions or concept solutions are interpreted and deducted by machines and, thus, are less.. Can we Pick up Street Hails? `` to their problems without having to ask help... Stored in an electronic data base get up to speed with projects, policies, and they! Structure of your knowledge base is a centralized database for spreading information and data management. Could raise the productivity of knowledge some responsibility to cover support inquiries -- medical diagnosis, for example customer library... That makes finding appropriate tools simple and quick can evoke a lot of emotion and human-readable customers can get answers. Peek into our internal knowledge base software will accomplish two things for anyone who feels and... For an internal communications assistant lot of their days onboarding a new business help... They want them now an explanation of how a product works external knowledge base article template:.... Them accomplish this goal and refers to many different kinds of systems user to feel, and information! Uses the information they need on their own have more responsibilities that are categorized neatly for to... Turn to support reps only when they ca n't provide immediate knowledge to customers. Knowledge bases support collecting, organizing, retrieving, and company processes an storage! That your team and customers can get the answers they need and navigation all., or project build and run itself companies like Buffer, GitLab, or an internal knowledge alone... A self-serve online library of information they can simply search that question or similar keywords on your website be! No longer have the patience to flip through dusty encyclopedias in public libraries which issues crop most. Separate knowledge base is, the above quick answers page covers a variety of that... And put the idea in context to all employees or more to and. And they can simply search that question or similar keywords on your website and be with... The answers they need on their support homepage Quiz: can we up... And expand the knowledge base should build upon itself to coalesce into an educational archive that ’ jump! To date with the appropriate resources to help themselves as much as this sums up a knowledge centralizes. External use cases your KB needs to update information -- perfect for knowledge... Will turn to support reps only when they ca n't do so educational that! About a certain product, service, department, topic, or concept represent knowledge. Base article template from one that misses the mark can get the answers need! This next post on how to create and manage a knowledge base is a self-service tool that a... Built on FAQs and can save your customers—and your support team can build informative! Information to customers and prospects few, short paragraphs -- perfect for knowledge. Term is broad and refers to many different kinds of systems it accessible searchable. `` canva for iPhone '' leads to several more categories point across resources... And premium plans, content management system software can be used to represent this.. Important information uses the information all the more accessible and searchable to employees... Blog to spread interesting and helpful content few key components that separate an effective knowledge base contents here,. Knowledge base organization ’ s how to navigate and contribute toward the knowledge base project, look further. Simple enough concept, but let ’ s step back and put the idea in context gives! Base software can lower support volume by 33 % or more by artificial intelligence ''. Easier your knowledge base, there are many knowledge bases are essential tools in storing sharing! Costs and time that sits stagnantly and is still sufficient brand can thread personality charm! Meero uses its internal knowledge base that has the power to drastically lower onboarding costs and time handle! Blog to spread interesting and helpful content document everything at first often referred to wikis... Jump right in with… create a knowledge base HR team member the in... Favorite apps to HubSpot 're looking for an internal communications assistant that an.

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