You Asked. We Delivered. What is a Knowledge Base? What You Need to Know

Emily Randolph
written by
Emily Randolph
last updated
March 26, 2021
You Asked. We Delivered. What is a Knowledge Base? What You Need to Know

Today, 67% of customers prefer self-service over speaking to a company representative. Talking to customer service has become a big hassle for many customers, and they want a simple alternative.

A knowledge base gives customers that simple alternative by offering a self-service solution, and it doesn’t stop there. The benefits of creating a knowledge base for your page will leave you with a superior customer service experience that will draw more customers your way. 

But what is a knowledge base, exactly? We’ve got your answers below.

The definition breaks down to a simple store of information or data that is available for employees, users, and customers to draw on.

It is a self-service library of information, allowing customers and employees alike to take matters into their own hands. The data can come from anywhere, but the key is customer service. 

Some knowledge bases are built with artificial intelligence so users can interact with your company without using up too many resources. Others are just indexed landing pages full of information.

Every part of your website or department of your company can reference the same information, so your information will stay consistent on all fronts.

A knowledge base is your centralized location to:

  1. Store product information.
  2. Organize customer help articles.
  3. Share past resolutions with future customers.
  4. Analyze the impact of your help articles.

The big benefit of a knowledge base is its consistency and productivity. You can improve the blanket of customer experience by providing a consistent and productive source of information for your users. 

Customers want 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 the system needs to be self-service. Knowledge bases are just that: fast, helpful, and easy.

A knowledge base operates 24/7, making information accessible and available with consistent service. In order for this service to be helpful, however, there needs to be organization.

If the knowledge base is put together well, customers will be able to find what they need on their own. 

Self-service support also significantly reduces wait times. All the information a user could need is concentrated in one place. No one needs to go searching for hours to find their answer, or wait on hold to just ask their question.

The knowledge base is also helpful for both customers and employees. Information that a customer needs is often useful for internal employees who want to improve your product or process as well. 

No one will be put on hold with a knowledge base. 

No one will be transferred to another representative. 

A knowledge base is a one-stop-shop for answers; customers can move on to making their purchases in a timelier manner.

If your users can easily find the answers to their own questions, that will in turn lead to more sales. You need customer service that goes above and beyond, so you can create customer advocates that will bring you more sales.

Take the library for example. In a library, if you can’t find what you’re looking for, you’ll never check out a book.

If a knowledge base is a library of information, your users will find and take in the information before making a decision, in the same way they would search for a book and read the back cover before checking it out. 

When they can easily find what they need, they will likely take something home with them.

Knowledge bases can be installed quickly and easily into your existing website. Some can even be integrated into existing pages.

Complicated and confusing customer service options will not only be a waste of your time, but they will also most likely be just as complicated and confusing for your customers.

A knowledge base is the easiest way to give users a simple self-service option installed right on your own website.

With all this new information, it’s hard to know where to start. That’s why we’ve pulled all this information together.

Keeping in mind that customer service is the key part of a knowledge base, you first need to add features that will give the people what they want. 

All the data your customers need is locked away in databases, files inside your company, past emails, or all in your head.

Putting it all in a knowledge base allows for the self-service support and improved sales mentioned above.

There are many different things that can be added to your knowledge base, but here are some key features that you should start with.

Most customers have questions they are looking to get answered. They want to be supported, but they also want the freedom to find the answers on their own.

A knowledge base can produce answers that previous customers have asked frequently and point the user in the right direction. 

You can compile all the need-to-knows and make sure your customers are informed. Its benefits include:

  • Helps your customer in every stage of the purchasing journey
  • Reduces purchasing anxiety
  • Improves overall SEO
  • Prevents customer complaints before they arise

Consider FAQ software that delivers–on convenience and knowledge base depth. FAQ pages can feel like an easy win but you often have to follow templates and work within the constraints of your web platform (Squarespace, WordPress, Webflow, etc…).

An FAQ feature in a knowledge base takes this out of the equation and helps automate these decisions for you.

Larger resources like tutorials and articles that build off your FAQ content can help customers dive deeper into their questions and your product. 

This is your chance to be intentional about how you are helping each customer. Create “branded fuel” to feed your customers so that they not only are informed, but also are empowered to move forward with a purchase.

Data is a huge part of making sure the knowledge base is performing. Without it, you’ll never know if the knowledge base is helpful to your customers.

A data feature can collect search insights on what people need the most help on by providing data on what people are searching, what content is or isn’t helping them, etc.

The creation and management of a knowledge base can be both costly and time-consuming. If you have a WordPress page, there are many plugins that can be easily implemented into your page.

Most popular knowledge bases also work on Squarespace, Webflow, and other popular website building tools.

You can use knowledge base software on any page. Like the FAQ software mentioned above, it helps automate everyday decisions for you and keeps your page readable. It should include:

  • Search Functionality
  • Data & Analytics
  • Feedback Loops
  • Article Management
  • Unlimited storage for articles & tutorials

With any software, you want to be cognizant of what you’re spending. Affordability can be the deciding factor when considering a knowledge base.

Some knowledge bases, like ChipBot, allow you to try the service for however long you need without requiring a credit card. Plus, it’s quick, easy, and more helpful than confusing phone calls.

You can set up a knowledge base on your own or add software to assist.

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 for years to come. 

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