Build a free knowledge base your team will use. What Is A Knowledge Base? There are many knowledge bases, some of which you're probably using but just haven't considered being one. This type of knowledge base often includes: Again, with this type of knowledge base, the information you provide may differ depending on your product or service. 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? 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. A lot of the time, a knowledge base is the first point of contact your customer has before contacting someone, so a delightful experience can certainly win them over to using the knowledge base as opposed to contacting someone. Human-readable knowledge bases store documents and physical texts that can be accessed by humans. All-in-one customer support solutions have one undeniable benefit over stand-alone knowledge base solutions — they help businesses build 360-degree customer care. A knowledge base is an online storage place where you can access, manage, and share important information. This responsibility is best with an office manager, an HR team member, or an internal communications assistant. Premium plans, Connect your favorite apps to HubSpot. 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. A knowledge base is a self-service tool that contains a library of information about a product, service, department or process. 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. Here’s How to Let Us Know" and "Pop Quiz: Can We Pick up Street Hails?". Last on your list for a knowledge base is its maintenance. Knowledge Bases for Internal Audiences. This person is also responsible for reminding anyone that needs to update information. Academy not only provides users with answers to their questions but helps train them so that they can then spread the same valuable information to others. Some of the available resources are user guides, quick answer documents, HubSpot user groups, and community discussions. What this definition translates to is: A knowledge base is a collection of online information that anyone may need to succeed. It promotes the collection, organization and retrieval of knowledge. So, it makes sense to provide them with the appropriate resources to help them accomplish this goal. What leverages Academy is its video, software, and classroom trainings, as well as its informative marketing, sales, and software certifications. Documenting onboarding also ensures that every employee has an equal onboarding experience and misses nothing. The right template will depend on the specific needs of your customer audience. The initial use of the term was in connection with expert systems; which were the first knowledge-based systems. Get the Theme. Many knowledge bases are structured around artificial intelligence and not only store data but find solutions for further problems using data from previous experience stored as part of the knowledge base. Most modern companies have at least one knowledge base for their employees. Knowledge Base Education is the key to success. 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. For instance, you may include knowledge on each department, directions and tips for using your products and services, FAQs, and content you've created that can provide in-depth solutions. The data in your knowledge base can come from anywhere. 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. It ticks the above boxes: is simple to use, integrates with your tools, and has a powerful search function. They are typically built on FAQs and can save your customers—and your support team—a lot of time. If you can't provide immediate knowledge to your customers, they will turn to a competitor who can. 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. 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. These solutions are interpreted and deducted by machines and, thus, are less interactive. The knowledge base contains a collection of information in a given field -- medical diagnosis, for example. The knowledge … Start with a style guide clearly stating how to format documents and the language and tone to use—MailChimp does this extremely well. In addition, Lyft even has a separate knowledge base specifically for riders. 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. (taken from MSP page) What are the benefits of KBase? In addition, it provides a User Blog to spread interesting and helpful content. At Slite, we use our internal knowledge base tools to increase productivity and collaboration across teams. It’s where you put all information and data relating to what you do, how you go about doing it, and how you can help readers find solutions, all … Let's explore some of our favorite company wikis, and why they're up there with the best of them. Organizations create knowledge bases to house all of the knowledge within their organization about a particular topic, to provide one location to access this information. A knowledge base is an online storage place where you can access, manage, and share important information. Now that you know why you need one, read this next post on how to create a knowledge base. 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. Can I find back information quickly through navigation or search. [Definition], This Data Shows Why Brands Need a Knowledge Base in 2020, Do Customers More Frequently Use Chat or Phone Support? HubSpot Academy -- HubSpot's resource that provides free tools and training to help businesses and individuals grow -- has a Help section that provides tons of knowledge to readers. Knowledge base software will accomplish two things for anyone who feels overwhelmed and has at least some responsibility to cover support inquiries. Knowledge base software will lower support volume. Bring your team documentation in one place. Carry your brand identity into your knowledge base. Free and premium plans, Sales CRM software. 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. It's not uncommon for hiring managers to spend a lot of their days onboarding a new team member. They want answers, and they want them now. Canva uses a top search bar, most popular searches function, and features useful articles when you land on their support homepage. It can be tough to create and manage a knowledge base. You need to encourage your team, or your customers, to use the knowledge base as their go-to hub of information; you're creating new habits; it will take time, but the time it will save in the future is priceless. What is a knowledge base? A great example of how a brand can thread personality and charm into a knowledge base. You need to take care of it—like a house plant. The AMD Ryzen 9 series is for those who are looking for a processor that has the best combination of performance and economy. Chances are you won't be able to document everything at first. It will also enhance readability, accessibility, and navigation for all users. 10 great knowledge base examples. By doing so, you'll get employee buy-in, which will encourage them to ensure the project succeeds, and people use the knowledge base. The easier your knowledge base is, the fewer customers will be emailing or calling you about these quick fixes. 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