6 Knowledge Base Examples That Knock It Out of the Park
88% of people expect a brand or organization to offer an online self-service support portal. If you don’t already have one, you need to create one. And you need to create a good one.
Since you’re here, I expect you are ready to build a knowledge base. You’re in the right place. A knowledge base will leave you with a superior customer service experience that will draw meet and exceed expectations.
First thing’s first, a knowledge base is a simple store of information or data that is available for employees, users, and customers to draw on. It collects all the information about your company or product and then puts it into a centralized home base.
Customers expect easy access to information. They want their answers easily and immediately, and they don’t want to deal with a representative.
Answers need to be quick, accurate, and your system should be self-service.
It’s time to use your resources to the best of your ability. You can cut down on the need for human support and create a knowledge base that will support your customers all on its own.
- Provides self-service customer support
- Improves sales
- Is simple to install
- Gives data on customer behavior
Not all knowledge bases look the same, but they all should follow the same formula. A good example of a knowledge base prioritizes the needs of the user.
A knowledge base will most likely be the first point of contact a customer has before contacting someone, so you want to make sure they are satisfied with their experience.
The following are good examples of a knowledge base.
- Lyft uses icons and titles that catch the users’ attention.
- It is customized to the user—different categories for riders and drivers.
- Canva covers all the bases—from fun tutorials to problems with billing and payment.
- Information flows in a simple manner. You can move from the general topics presented above to more specific topics.
- The knowledge base is down in the corner of the page, where it can be accessed at any time.
- Asana’s page is divided into broad sections that have sequential topics so users can follow along and teach themselves.
- The page is well organized, simple, and clutter-free.
- It also incorporates media. Adding images and video breaks up the content and allows the user to ingest all the information.
- There are callouts within the article to highlight important information.
- Shipt’s knowledge base takes the “less is more” approach that informs text, layout, and organization.
- The simple portrayal using color and illustration allows the user to focus on the topics.
- Great use of popular topics and FAQs.
- Slack uses images and icons to catch the users’ eyes.
- The short descriptions make it easy for users to find what they need.
- Great branding through the knowledge base, and they display a lot of information in a user-friendly way.
- ChipBot’s knowledge base embeds on your website, where it can be accessed at any time.
- Simple, clean look that is user friendly.
- Well categorized. Topics are highlighted well and the search box is easy to utilize.
After introducing you to some examples of knowledge bases, we hope you’re inspired to get started on your own. Knowing how to design and distribute information is key for businesses with online traffic.
There are some templates out there that can be of help, but just follow the simple steps below to get started.
We already know that a knowledge base should revolve around your customers. You want to think about what features your knowledge base should have that would be helpful to them.
For example, customers want to find information fast, so including a search engine would be helpful and relevant to the customer.
You also need to consider what issues your customers are having that would make them eager for information. A customer may have a question about your company or a specific product that you need to address.
Including an FAQ section full of information and relevant questions would solve those issues. Other examples would be:
- Articles
- Tutorials and Guides
After gathering content to include in your knowledge base, you may find that everything varies and overlaps. You don’t want doubles in questions or articles, and you don’t want conflicting resources.
Try to rework your content so it all fits the same comprehension. That way, it’s organized and won’t confuse the customer.
Adding images and videos in some locations will allow customers to easily find what they need and have a more visually appealing experience. Sometimes a lot of wordy content can be overwhelming.
If you add videos and images that give the same information as would a paragraph, it can be more visually appealing and help customers easily understand without having to read a whole article.
Media also helps break up content and add organization.
After you’ve put together all the content for your knowledge base, create a landing page and install any features you would like to be available to your customers.
Some software options, like ChipBot, can replace a landing page and put the knowledge base right there on any page of your site.
No matter what they are, make sure you get the features you need, make them available for your customers, and put the knowledge out there for them to start utilizing.
Your knowledge base needs to be discoverable and valuable.
Are customers finding the resource? Do they think it is helpful?
Asking yourself and researching these questions will help you to make sure your knowledge base is performing well.
You know what a knowledge base is, you’ve seen examples, and you know how to create your own, but did you know that you can get all of that automated in software?
Knowledge base software includes all the necessary features and benefits for a customer service portal. Sometimes, you can even get it for free.
Most software works on any platform (WordPress, Squarespace, Webflow, etc), and you barely have to lift a finger.
No matter what your customers are looking for, what you build is going to keep supporting customers, creating a good customer experience, and serving up knowledge as your business changes and grows.
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