Contents
- What is a knowledge base?
- Importance of a corporate knowledge base
- Benefits of a knowledge base
- Types of knowledge bases
- Creating a knowledge base
What is a knowledge base?
A knowledge base is an online library containing information about a company's products and services, as well as its internal processes. Structuring data in a knowledge base allows both employees and customers to find the necessary answers to their questions with minimal time expenditure.
For example, the Unisender knowledge base provides users access to all the tools of the service, helping them quickly master its functionality.
Importance of a corporate knowledge base
Companies are increasingly implementing knowledge bases in their practices. According to PeppyBiz, in 2012, 67% of organizations used such systems, and by 2018, this figure had risen to 81%. This is due to the significant advantages that knowledge bases provide. According to studies, 47% of companies increased their sales due to the implementation of a knowledge base, and 70% of consumers prefer to seek information on the company's website before contacting support.
Benefits of a knowledge base
A knowledge base benefits both companies and customers in several areas:
- Reduced training time: A knowledge base can consolidate training materials, allowing new employees to learn them independently and reducing the need for live training sessions.
- Increased productivity: A knowledge base helps speed up employee work by providing ready answers to frequently asked questions and call scripts.
- Faster problem resolution for customers: A knowledge base is available 24/7 and contains necessary information, allowing customers to quickly find answers to their questions.
- Reduced burden on support service: A knowledge base helps relieve managers, who can focus on more complex requests.
- Improved search engine optimization: The content of a knowledge base helps the company rank better in search engines due to the presence of keywords.
- Organization of remote teams: A knowledge base simplifies interaction in remote teams, allowing employees to find the information they need without the need for calls.
Types of knowledge bases
There are two main types of knowledge bases:
Internal knowledge base
This base is for employees of the company only and is not accessible to external users. It may include:
- Materials for onboarding new employees.
- Information about employment, vacations, sick leaves, and salaries.
- Job descriptions and office conduct rules.
- Training materials for various departments and specialists.
- Tips for remote work.
- Updates and innovations in the company.
External knowledge base
This base is intended for customers and is accessible online. It may contain:
- Answers to frequently asked questions.
- Training materials on using services.
- Information about the company's products and services.
- Trends and changes in the industry.
Creating a knowledge base
To create an effective knowledge base, it is important to choose the right tools and methodologies. Detailed information on how to do this can be found in the Unisender blog.