Knowlanguaghe

29/10/2020

29/10/2020

What is a knowledge base?
A knowledge base is a published collection of documentation that typically includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. Its purpose is to make it easy for people to find solutions to their problems without having to ask for help.

The term “knowledge base” typically refers to the information stored in the system, but it can also refer to the software used to author and present that information. In this article, we will use “knowledge base” to refer to the content contained within your knowledge base software.

A knowledge base can encompass many forms of content, including:

Frequently asked questions
Step-by-step process guides
Introductory articles
Video demonstrations
Glossaries and definition lists
Knowledge bases are the end product of collecting and organizing all of that information into a useful form, through a process called “knowledge management.” So typically, you would apply knowledge management processes to collect information, then use knowledge base software to create, manage and deliver that information — as a knowledge base — to your readers.

29/10/2020

What is a knowledge base?
A knowledge base is a set of information about your product or service that one can go through to solve related problems or to learn how to use the product or service. A modern knowledge base is usually a collection of articles that contain text, video, images, etc and is available on the internet. It acts as the source of truth for the product or service to its stakeholders like customers, employees, and partners.

Sometimes, it is a part of a company’s self-service portal. Sometimes, it is a part of their website.

Advantages of creating a solid knowledge base
A knowledge base is the one thing that can be instantly useful for both your support agents and customers. Support agents can refer to the knowledge base and answer the customer queries quickly instead of spending time asking someone for guidance or trying multiple solutions. Customers can search for answers to their questions in the knowledge base instead of contacting support and waiting for a reply.

No matter how big or small your company is, no matter what industry you are in, you cannot go wrong with a knowledge base. After all, searching for answers online is second nature for most of your customers.

But what can go wrong is your content. According to a Forrester report, self-service has a better satisfaction rating than virtual agent interaction, but customers often feel that the ‘content does not match customer expectations’..