The titles are grabby and the information is condensed into a few, short paragraphs -- perfect for a busy driver on the go. Here’s How to Let Us Know" and "Pop Quiz: Can We Pick up Street Hails?". Stay up to date with the latest marketing, sales, and service tips and news. It must answer common questions efficiently to save customers time and confusion. They are typically built on FAQs and can save your customers—and your support team—a lot of time. There are some featured articles that are based off FAQs, but the best part is the drop-down menu on the left. [HubSpot Data]. 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. 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. There are many knowledge bases, some of which you're probably using but just haven't considered being one. Premium plans, Connect your favorite apps to HubSpot. Company knowledge bases are essential tools in storing and sharing information that can drastically improve your customer or employee experience with your business. Rather than just structuring it as a search bar that comes up with keyword-based solutions, Lyft has pre-written tons of brief blog posts that provide valuable advice to drivers, such as "Rowdy Passenger? Knowledge base software will accomplish two things for anyone who feels overwhelmed and has at least some responsibility to cover support inquiries. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own 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. These operations include functions such as customer support or product development. Knowledge Base. A knowledge base is an easily accessible data storage hub that contains information about a certain product, service, topic, or concept. What this definition translates to is: A knowledge base is a collection of online information that anyone may need to succeed. Request a demo . Though many are likely clear by now, let’s take the time to unpack the main benefits of creating a comprehensive knowledge base for either internal or customer-facing use. A good knowledge base gives new employees a feeling of autonomy. It will also enhance readability, accessibility, and navigation for all users. Meero uses its internal knowledge base to align its customer Success team as they grow across different countries. Finally, having a knowledge base makes sure your company … The Main Benefits of Using Knowledge Base Software. Visuals are not space fillers, they’re space makers and they can evoke a lot of emotion. A knowledge base is a self-service tool that contains a library of information about a product, service, department or process. The initial use of the term was in connection with expert systems; which were the first knowledge-based systems. Having your own knowledge base with up-to-date information will help new employees get up to speed with projects, policies, and company processes. However, there are a few key components that separate an effective knowledge base article template from one that misses the mark. A knowledge base is a living document for your company. FBR launches knowledge-base portal Emerging issues often come up in the online community before knowledge base authors are even aware of … 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. A knowledge base (KB) is a technology used to store complex structured and unstructured information used by a computer system. A knowledge base centralizes all of the knowledge living in those spaces and makes it accessible and searchable to all employees. "…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.". At Slite, we use our internal knowledge base tools to increase productivity and collaboration across teams. The data in your knowledge base can come from anywhere. Knowledge base software will lower support volume. Canva provides a great example of a well designed external knowledge base. In addition, Lyft even has a separate knowledge base specifically for riders. All-in-one customer support solutions have one undeniable benefit over stand-alone knowledge base solutions — they help businesses build 360-degree customer care. Human-readable knowledge bases store documents and physical texts that can be accessed by humans. Some of the available resources are user guides, quick answer documents, HubSpot user groups, and community discussions. We're committed to your privacy. Knowledge Base Use Cases Asana. Whether you're building a B2B or B2T knowledge base, there are so many benefits that a successful knowledge base can bring. What Is A Knowledge Base? Here are some ways a knowledge base can help your team: Customers can help themselves by … If you're looking to build a business case for starting a knowledge base project, look no further. Build a knowledge base and help your customers help themselves. Documenting onboarding also ensures that every employee has an equal onboarding experience and misses nothing. Discover the template they use. 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. Discover great examples of internal knowledge base contents here. A company's knowledge base can provide valuable information to customers and prospects. They usually look something like this. People no longer have the patience to flip through dusty encyclopedias in public libraries. Chances are you won't be able to document everything at first. [Definition], This Data Shows Why Brands Need a Knowledge Base in 2020, Do Customers More Frequently Use Chat or Phone Support? It's not something that sits stagnantly and is still sufficient. A customer-facing knowledge base is not only for answering concerns or problems. From top to bottom, a knowledge base should be educational, motivational, and organized. 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. Also known as a company wiki, a knowledge base contains info related to a specific department, topic, product, or project. See all integrations. 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. Customers want to help themselves as much as possible and will turn to support reps only when they can't do so. 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. Why is it great? It's a good idea to set reminders to review your knowledge base, or as and when company updates come about, to make sure they are communicated clearly within the knowledge base. By providing a helpful knowledge base, your customers can get the answers they need on their own. Ask yourself if your knowledge base article template: 1. You can analyze common tickets to determine which issues crop up most frequently that you need to address first. The structure of your knowledge base may also change depending on what your customers deem as a priority. If you can't provide immediate knowledge to your customers, they will turn to a competitor who can. You need to take care of it—like a house plant. Also known as a company wiki, a knowledge base contains info related to a specific department, topic, product, or project. When we're looking at the customer-facing side of a knowledge base, it has the potential to empower your customers to self-help or troubleshoot their customer questions. As much as this sums up a knowledge base, it's a little wordy for our liking. Build a free knowledge base your team will use. Knowledge bases support collecting, organizing, retrieving, and sharing knowledge. A great example of how a brand can thread personality and charm into a knowledge base. This responsibility is best with an office manager, an HR team member, or an internal communications assistant. 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. Check it out. We gathered some of the best examples from fast-growing companies like Buffer, Gitlab, or Intercom. 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. By separating based on user demographics, it makes the information all the more accessible and relevant. Can I find back information quickly through navigation or search. A knowledge base can be used to represent domain knowledge. Source. Knowledge Base Chris DAHLEM 2020-06-15T18:32:10+00:00. A knowledge base stores helpful articles, such as how-tos and frequently asked questions (FAQs) that your team and customers can reference. What are the internal or external use cases your KB needs to fulfill? Last Modified Date: November 23, 2020 A knowledge base (KB) is a repository of information that is used in an organization’s knowledge management operations. Without one, offering high-quality support to every user becomes impossible. It's the perfect mix of customer success and customer support. daccess-ods.un.org. Free and premium plans, Content management system software. Graph databases store data in form of entities (sometimes also called nodes), attributes, and relations. A knowledge base is a centralized database for spreading information and data. It's not uncommon for hiring managers to spend a lot of their days onboarding a new team member. Machine-readable knowledge bases store data that can only be analyzed by artificial intelligence systems. A Knowledge Base is essentially your organization’s library. 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. In this article, we'll explore everything you need to know about a knowledge base, the benefits it can bring your business, and how to implement an internal or external knowledge base that will bring profitable change to your company. Knowledge bases are often referred to as wikis, especially when customer-facing. Last on your list for a knowledge base is its maintenance. 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. A knowledge base is an online storage place where you can access, manage, and share important information. You can take onboarding a step further by creating a new hire onboarding checklist to guide a new recruit through the information they need and ensure they leave no stone unturned. If you’re unable to find what you’re looking for, please visit our Help Room. 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? A Knowledge Base is a self-service online library of information about a product, service, department, or topic in the form of articles or documents that helps customers help themselves. Want more examples of internal knowledge bases that rock? Any employee has a ton of information they need to consume in their first few weeks with a new business. @swethamaresan. The information is usually stored in an electronic data base. This person is also responsible for reminding anyone that needs to update information. Does the KB integrate with the tool you use? For more information, check out our privacy policy. Some great examples of teams already doing this are Basecamp, GitLab, and Netflix. 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. Guidelines will help all employees and customers understand how to navigate and contribute toward the knowledge base. The right template will depend on the specific needs of your customer audience. A knowledge-based system (KBS) is a computer program that reasons and uses a knowledge base to solve complex problems. They want answers, and they want them now. 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. Is this KB intuitive enough for your team? 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. Let's explore some of our favorite company wikis, and why they're up there with the best of them. 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. Carry your brand identity into your knowledge base. 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. 10 great knowledge base examples. 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. 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. In this video, Jayne from Helpjuice.com covers: What is a knowledge base? A knowledge base is an online repository of information that your team can access at-will to learn more about your company’s offerings, policies, services, and more. 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. 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. 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. You don't have to build your knowledge base alone. 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. 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