What is a Knowledge Base?

Most consumers want to solve issues on their own and they start by searching a company’s resources before contacting a support rep.

So when customers want to search for a solution, give them what they need with your knowledge base.

So in this blog post, we will learn more about knowledge bases and why they’re important.

Let’s dive right in.

What’s a Knowledge Base

A knowledge base is a database of information and data which collect, organise, gather and share knowledge.

Knowledge bases come in two types:

Machine-readable knowledge bases have data that only artificial intelligence systems can analyse.

Because these solutions can only be interpreted and understood by machines, they are less interactive.

Human-readable knowledge bases have documents and texts only understood by humans.

Because these solutions are more interactive and hands-on, it takes time to understand the solutions.

Knowledge bases share valuable information with customers and prospects.

And the type of data and information in your knowledge base depends on its purpose.

Examples data types you can have in your knowledge base includes:

Some businesses create content that helps general industry consumers, not only specific customers.

Providing helpful information and creating content for different audience groups.

These audience groups could potentially become customers if they find benefit in this information.

Also creating an internal knowledge base could provide helpful information to employees, like:

People dont have alot of patience, they want answers now.

So if a customer or prospect has a question about your company, they want to search questions or keywords on your website and find the answers.

Support teams do more than just answer customer questions on the phone, emails and live chats.

So a knowledge base helps customers get the answers they need on their own.

And support reps are then free to handle important issues and customers feel better finding solutions by themselves.

To start your knowledge base easily, note down the questions customers have asked you in the past and the questions you’ve searched for yourself.

Even analysing common tickets shows which issues are most frequent and that you need to solve first.

Doing so can build an informative knowledge base that’s a major resource for customers.

Now you know why you need a knowledge base so next learn how to create your own.