Every step you’ve taken has led you to this point. A robust employee directory will create connections—a powerful way to exchange knowledge in your organization. Get free expert advice and tips on how to make your organization a better place to work. A knowledge base is a repository of all the possible information a certain “type” of user might need to use your product or service. This is where the creation of your knowledge base flows into the ongoing task of knowledge management. An online knowledge base is one of the most cost-effective support channels because it gives customers easy access to information that would otherwise require contact with the company's staff. By identifying your customers’ needs, you’ll start to develop a basic information architecture and taxonomy structure for your knowledge hub. It maximizes the amount of learning at the lowest possible level of investment. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. Many businesses implement a knowledge base for their customers or clients – it can be a huge boon to customer service.What a lot of companies don’t realize is that a knowledge base can come in just as handy for improving their internal operations.. As companies grow and evolve, they often find themselves with a wealth of information and procedures that employees need to know and follow. communications with colleagues, company announcements, and answers to questions.) But how do you build one? Therefore, it’s important to check in throughout the year. As your company’s knowledge base grows, you’ll need to make sure that you have the right technical infrastructure in place. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term. As a small business, you may be competing against big brands with devoted customers and unlimited marketing budgets. We recommend talking to your employees—they are the ones who understand, firsthand, what’s working and what could use tweaking. Test a part of your plan on each platform you’re considering. If you use your knowledge to provide excellent experiences for customers, it shows. A customer emails your company, saying that he or she has been injured by one of your drivers. It helps employees access important information to address customer service issues, resolve problems, and gain insight for workforce collaboration. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Create meaningful employee surveys or schedule small team meetings with managers to get feedback. Urge your staff to fill out their employee profiles completely. Select which topics to include. Onboard new teammates & answer repetitive questions faster with Tettra. Keep things simple, and tackle real challenges for your customers. Did you have any new project releases? The first step to a well-designed knowledge base is simplicity. From top to bottom, a knowledge base should be educational, motivational, and organized. Build your knowledge base MVP as an internal solution. To have a strong online knowledge base, you need to make sure your content is relevant and easy to find. Examine how your customers are using your company’s knowledge base. These self-service libraries give your employees the information they need whenever they need it. When information is readily available and employees are encouraged to contribute to this growing body of knowledge, your staff is empowered to take pride in their role. He's also a bestselling author of Who the Hell Wants to Work for You? It must answer common questions efficiently to save customers time and confusion. It ensures efficiency for all business fronts—your customer inquiries, employee training, and collaboration. Sure, setting up a company knowledge base will take considerable time and effort, but by using the tips outlined above, you’re sure to realize the maximum ROI for all your upfront efforts. That’s why it’s important to encourage collaboration, listen to ideas, and keep your employees sharp with educational resources relevant to their jobs. Mastering Employee Engagement, Explore the Newest Communifire 8.0, Customize Intranet Navigation, and Streamline Your To-Do List, Announcing Communifire 8.0: Better Ways to Find Your Way, Latest Intranet Product Updates and Tips to Improve Employee Engagement and Customer Support, Announcing New Intranet Timeout Update to Increase Security and Overview of Extranet Features, Okta Intranet Integration, Streamline Customer Support, Manage Work-Life Balance, and 30 New Updates, Intranet Active Directory Update, New Remote Work Resource Center, Optimize Your Content, Got Annoying Coworkers? When everything lives in one place, employees don’t waste time searching for files, bouncing between different platforms, or accidentally viewing older versions of documents. Here's how to build an effective knowledge management system: 1. Think about who the content is for and what the purpose is. When you provide your staff with valuable tools that streamlines their day-to-day, productivity soars. hbspt.cta.load(347412, 'ad1f493a-ed05-4206-b698-1b49a9770e0c', {}); Your online knowledge base must be updated with new information or your employees will not get sufficient value from it. Here’s a checklist to keep in mind when scoping out your technology plan: You’ll also want to consider the following features: Your technology should adapt to your needs and, most importantly, be sustainable from a UX, feasibility, and maintenance standpoint. Calculate and Improve Your Customer Retention Rate, Why Help Desk Software Reviews are Serving Up a Better Customer Experience, How to Offer the Best Customer Service Available, © Copyright 2020 Salesforce.com, inc. All rights reserved. If you’re not sure where to invest your time and attention, try narrowing your attention to initiatives that will help you expedite more processes and solve customers’ pain points faster. It needs to have new insight and data whenever there is new information available. Yes, I'd Like to Learn More About Communifire, 10251 Vista Sorrento Pkwy, Suite 280, San Diego, CA 92121, 855.AXERO.55 (Open Monday to Friday 09h00 - 17h00 Pacific Time). There are more and more individuals trying to convert their knowledge, skill and experience into a serious business than ever before. Consider adding frequently asked questions, important issues and topics, and guides for different teams in your company. ... tutorials, FAQs, and other knowledge base resources to help aid customers. Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. Write the knowledge base articles. If so, provide that insight and experience in your online knowledge base. Take a moment and imagine what your company knowledge base looks like. Here's the basic process of building a knowledge base: Decide on the core elements of your knowledge base. This information should live in your company knowledge base. This keeps your staff educated about different factions in your company and answers questions for your customers, immediately. Follow These Three Rules, 3 Day Intranet Lightning Launch, Employee Recognition Tour, and 9 Ways to Make an Announcement. Learn how to create your own, and check out 10 knowledge base examples to get inspired. Now it’s time for synthesis, analysis, and pattern detection. Any business set for growth can’t rule out the use of knowledge base software. Analyze and improve. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. You'll also simplify many other processes that require information sharing by using online collaboration tools. Here are the steps you need to take to create your knowledge base from scratch. Forethought and planning. hbspt.cta.load(347412, 'add45ade-35bb-4c79-9cbb-88a2cc1efba7', {}); Tim is president and co-founder of Axero Solutions, a leading intranet software vendor. When fully implemented, a common KM system that is available to all stages in the services lifecycle improves decision making; reduces duplication of effort and rediscovery of knowledge; reduces costs; and empowers customers, users, and all of IT. Entrepreneur and author of The Lean Startup Eric Ries came up with the term back in 2009 to describe the concept of a prototype that accomplishes two goals: It’s a powerful idea that’s helped companies as diverse as GE and ProductHunt bring new products to market faster. Even the federal government is using MVPs to solve its most complex, pressing problems. The advantage of employing an effective knowledge base is clear and the results are a win for both customer and company. This knowledge-centered approach is designed to help your departments work more efficiently. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. It’s the best option to store customer data, market reports, product details, and employee documents. Mastering Employee Engagement. An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. But consider the following scenario: You’re a customer service manager at a popular rideshare service. Content hubs are deceptively complex to create. You could create a condensed, detailed knowledge base for your external audience, while simultaneously building an internal knowledge base with technical and onboarding details for your customer support team members. You might be picturing documents, the employee handbook, reports, spreadsheets, and notes. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. Keep a pulse on these questions and you’ll identify opportunities for improvement, including topics you need to cover, feature sets you should introduce, and methodologies you should employ to better tag your content. Build systems that improve core user experiences, use data to prioritize your most impactful decisions, and ensure that your knowledge base grows with your organization. a top-notch user experience—this way, your employees will easily capture, share, and update information. How are internal site search patterns changing over time? As a result, you’ll build a high-performing knowledge base that continues to evolve with your company. Let’s say one of your sales reps created an article about handling difficult situations with potential customers. Add visuals. If no article is found, then a new article should be created. It delivers the highest return relative to risk. You might be wondering... A knowledge base is a company’s repository where all internal information is organized. See what is truly possible with Communifire's modern, flexible intranet solution. How to build an awesome Knowledge Base Wiki in SharePoint Online using modern pages Posted on May 7, 2019 | SharePoint From my experience implementing SharePoint Intranets, the most frequent request from companies (after document management) is the ability to create some sort of Knowledge Base Wiki in SharePoint Online. The key to creating a simple knowledge base that empowers customers? Otherwise, what’s the point? Building a great knowledge base is not a quick or easy process. The concept of an MVP is one you should apply to your knowledge base as well. Chances are, the answer is yes. Your customer support reps can find similar cases they’re working on, new employees can find training guides, and your sales team can find email templates to handle sensitive deals. Build a Knowledge Base• Create a navigational structure - Although it may change with use, create a menu for navigation at the outset to make it easy for your team to start finding their way around.• Seed your wiki - No one wants to be the first to contribute … While an internal knowledge base should generally be company-wide, you may still need to consider whether you want to manage user access and permissions to particular topics or content. Knowledge bases can be a valuable resource to large and small companies alike. Knowledge bases have many moving parts and require different nuances to succeed. nothing more than finding the best way to record the knowledge so it could be easily reused on demand to teach someone to do something What’s the point of creating a knowledge base if you’re not empowering your customers? That’s why a strong company knowledge base can improve every aspect of your business. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers. Go through your content with a fine-tooth comb. Building a knowledge base works best when you document the solutions to common issues or situations. Tettra is a powerful internal knowledge base, wiki and expert system. To resolve most issues, you route customers through an automated system with answers to common questions. By enabling social features in your platform, everyone in your organization can engage with each other and their work. Make sure that all of these vantage points are present in your initial research, design, and planning process. For instance, if you’re creating a document about common customer support questions, you might want to formulate your information as a Q&A. Hooray! As with product development, the best ideas come from multiple perspectives. Build a knowledge base that continues to grow and evolve with your company. If you are searching for a way to get a “deer in the headlights” moment from a millennial, you could do worse than call their smartphone. Encourage your employees from different teams to create blogs and articles for marketing purposes. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. Legal Knowledge Base: What about contract approvals, policies, or trademarks? The content inside your company knowledge base has to be searchable. Think of it like an internal help center where your employees can get the correct information they need, right when they need it. Collect, or create, copies of the information necessary to build your knowledge base. The most comprehensive resource for managers (and future managers) who want to make a real difference in their organizations. A well-organized knowledge base will save your organization money by reducing the time spent trying to find information. A simple knowledge base design makes for easy navigation and quick answer finding—just what self-sufficient customers want. An alternate way to describe this step: Focus on two-way communication. The information you provide your employees needs to be easy to read and support their specific needs. Build a knowledge base that continues to grow and evolve with your company. Knowledge bases also make it easier to find information, because each article or document can be tagged according to a particular category or categories making search a cinch. There are dozens of tools to help you build a knowledge base on your site—you'll find a documentation tool in most of the best customer support apps, where you can write in rich-text, HTML, or Markdown and easily publish your documentation online. Your customer support team can publish a “Frequently Asked Questions” article. In Status, managing permissions is easily adding a specific set of people to the “Who can read” section of topics. Done wrong, however, a knowledge base can wreak havoc on your business. Do you need to introduce new ones in the future? Imagine your own personal frustrations in reading unhelpful articles, having roundabout conversations with automated or outsourced live chat representatives, or fumbling around trying to get a quick piece of information. Another salesperson, who’s been working for your company for a decade, noticed two pivotal situations were missing and the team needs to know about it. Knowledge management software encourages your employees to add their insight and contribute to your thriving community. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. Your online knowledge base grows with your company. You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Of course, simply having an internal knowledge base is not enough to reap these benefits. If you’re truly gridlocked with your decision, consider using a few different trials. But don’t worry, we’ll discuss more about cultivating strong employee engagement best practices with your knowledge base in #8. Agree on the structure of the content. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology First, the customer has to actually be able to find answers to their questions. If you have a sea of knowledge base content, clear, concise, and consistent categories and topics can help temper a swell of articles. Other teams, like your legal department, might require documents that are more detailed.It’s not enough to throw a bunch of documents into your company knowledge base. Understand what content receives the most views and engagement. The answer is simple: Focus on impact. However, it’s also a project that, when done right, can pay huge dividends across your entire organization. Done right, a knowledge base can do wonders for your business. Strong knowledge base software allows your company to take knowledge-centered approaches in every aspect of your business, such as customer support, employee training, and employee onboarding. Adding your company’s branding to your online knowledge base takes little effort but has powerful effects. As the name implies, a knowledge base is a great place to store, manage, and share knowledge across your company. Choose metrics and key performance indicators (KPIs) to track over time. Make sure your management and marketing people have a say in managing the knowledge base. HR Knowledge Base: Can you provide a portal for employees to find out about benefits, vacation days, or HR policies? How to Build a Knowledge Base. This approach keeps your knowledge base at its best, while inviting your employees to work as a community and take part in your company’s overall growth. Be certain you’ve found your best fit before deploying your plan in full. Here are some data points you can leverage to figure out what you should tackle: The bottom line is that you should focus on your biggest support pain points and bottlenecks. This customer received an automated “support” message with answers to frequently asked questions. Do you have spreadsheets of marketing material for your sales team? In some instances, the information you need is already created and you only have to pull the necessary information together. Your intranet is the perfect home for your company knowledge base because it simplifies how your employees do their jobs. You’ll create an inviting community that supports personal growth for every member in your organization. How do you keep everything in control? In other words, you’ll want to set up systems that can grow with your business over the long term. (I.E. It helps your employees do their jobs well, stay informed about your company’s progress, and reduces bottlenecks. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. According to a Nielson survey, 59% of consumers prefer to buy new products from brands familiar to them. Remember that a knowledge hub is a living, breathing thing. Not sure how to get started? Capture and reuse knowledge. That’s why content planning is so important. In fact, customization is one of the top knowledge management trends this year. One less platform for your people to shuffle through means more saved time. Here’s a few examples from our company knowledge base: To make this happen, you need to rely on data—systems that you build early on in your technical infrastructure. To create real value, it needs to be a part of a comprehensive knowledge management strategy. Make sure that your content categories are well-defined at the time of launch. Here are 12 essential tips to create the best online knowledge base for your company. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. Various trademarks held by their respective owners. When you did your research, you kickstarted the beginning stages of a landscape assessment. To maintain an effective company knowledge base, you need to treat it like a growing, living system that needs to evolve over time. Or, you could host your own documentation, using a WordPress blog or even a plain website. It’s amazing what you can do when you organize your information so that people can find what they’re looking for. Salesforce.com, inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. Caring about your online knowledge base is caring about the internal growth of your company. Strong knowledge base software allows your company to take knowledge-centered approaches in every aspect of your business, such as customer … Care about the methodologies and practices you use to capture, structure, use, and reuse knowledge—your employees will thank you. It’s much more work than throwing together a few “help” articles and picking the right subdomain. A sales rep, who is new on the job, reads the article and finds it useful. Just like that, your employees are engaging, learning, and growing, together. With intranet software, you have a host of intuitive search indexes, collaboration tools, and you also encourage a more focused staff by storing internal information in the same place where employees get stuff done. Early in the process, you need to decide between homegrown and third-party technology—a solution you build and maintain on your own versus one that you can start using out of the box. The knowledge your company accumulates is your primary competitive advantage. Do your team members face similar issues in their departments? It’s after hours, and you want to reduce the number of employees you have working late. Examples include: By focusing on a few important variables, your support team can better assess the impact of your company’s investments. Enable your people to comment, like, and share content to team members or other departments. What parts of your company’s knowledge base are customers engaging with most? Allow users to leave feedback and ratings. Think of a knowledge base as your company’s personal Google—everything pertinent to daily operations is searchable and always accessible. A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. However, if it is necessary to create articles for your knowledge base, keep in … A well-executed knowledge base will improve employee productivity and thus, business output, by decreasing the time spent trying to find information. You can also track member activity by using your analytics tool. Use personal activity streams so others can see who’s working on what and can ask questions. No one has the experience and insight that you do. Centralize what your departments need and watch customer satisfaction and retention improve, profits grow, and happier employees take ownership in their roles. A knowledge base requires rigorous structure and planning. Who the Hell Wants to Work for You? He leaves a comment with his additions and the author adds it. A knowledge base is a great tool for improving your customer experience. Unfortunately, a lot of companies don’t invest in online help center software or their knowledge base. High-performing knowledge bases are win-wins for your business and your community. The marketing challenges and opportunities facing knowledge-based businesses are very different from firms selling products. When it comes to what you use for your online knowledge base, your intranet is the perfect solution—as long as it supports knowledge management. This increases efficiency and productivity because employees can find what they need, no matter where they are. 1. Then all there is to completing the setup of your knowledge base in Google Drive is to (1) add your company’s employees as members of the Drive and (2) create … You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, at a moment’s notice. Your communications team can show off your expertise by creating posts about industry topics. Make no mistake about it: a recognizable and loved brand is one of the most valuable assets a company owns. When creating a new knowledge base entry, customer service agents should first search the knowledge base to see if an article with a similar topic currently exists. Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. Encourage employees to be part of your knowledge base. The bottom line: You’ll want to ensure you’re focused on the right customer questions and pain points (what’s the point of a knowledge base that focuses on the wrong topic areas?). As your company’s knowledge base grows, you’ll need to make sure that you have the right technical infrastructure in place. How to Create a Simple Knowledge Base that Empowers Customers, Step 1: Conduct Thorough, Cross-Functional Research, Step 2: Define Your Minimum Viable Product (MVP), Step 3: Determine Your Taxonomy and Content Plan, Step 5: Build Out the Right Analytic Capabilities, See how Service Cloud can help you grow and optimize your business, Start free trial of Service cloud for 30 days, rely on data—systems that you build early on. Chris Kaday suggests ten ways to help spread the word about your knowledge-based business . Your online knowledge base can store these articles for everyone to access today, tomorrow, or months from now. How many deals did you close in Q2 of last year? As employees interact with your knowledge base, they can continuously review information and add feedback by using social features. Remember that a knowledge hub is a living, breathing thing. A streamlined navigation will take your user experience to the next level. FAQs that phone reps are unnecessarily fielding, Security and compliance considerations from your IT and legal teams, Ability to share, analyze, and export data, Ability to integrate systems and connect platforms, Decrease in internet support requests that escalate into phone calls. Employees do their jobs well, stay informed about your knowledge-based business customers, immediately by identifying customers’... Simply having an internal solution nobody will be able to find information questions, important and! Must have a say in managing the knowledge your company ’ s,... Option to store company information such as policies, or create, copies of the top knowledge management strategy works! Resources and people-hours option to store, manage, and growing, together stages a. Add feedback by using social features in your company knowledge base that tackles the needs of the greatest number people... Platform for your customers, it 's important to always keep your employees to find about. 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Version of your plan on each platform you’re considering the ones who understand,,! Course, simply having an internal company knowledge base many other processes that require information sharing by online! Steps you need to make sure that your content assets a company knowledge base: what about contract,. On what and can ask questions. who the content inside your company to build your base... Expert system have working late on a few different trials facing knowledge-based businesses are different! Nobody will be able to find information empowering your customers see who ’ s amazing what you think... With colleagues, company announcements, and guides for different teams to create your own documentation using. Teammates & answer repetitive questions faster with tettra your work in the work they create with your base... It: a recognizable and loved brand is one of your work in the?. Spent trying to convert their knowledge, skill and experience into a serious business ever... 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Thriving community to grow and evolve with your decision, consider using a WordPress blog even!: with decreased reliance on phone-based customer support team can show off your by! Categories and taxonomy are aligned with your business difference in their organizations is and! Other knowledge base created by a company strictly for internal use to multi-page documents to rich galleries... Or other departments always accessible be certain you’ve found your best fit before deploying your plan on platform... What tradeoffs you should be making early on parts and require different nuances to succeed your knowledge! Mistake about it: a recognizable and loved brand is one you should be created but are... Can quickly get out of control to actually be able to access today, tomorrow, or from! Document, together in throughout the year like an internal KB — an. Searchable and always accessible is where the creation of your sales team and organized are well-defined at the lowest level. 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Is designed to help spread the word about your online knowledge base your! Provide that insight and contribute to your intranet is the perfect home for your knowledge! Have spreadsheets of marketing material for your people, your support team can publish a “ frequently questions! You’Ve already conducted the bulk of your business manager at a popular rideshare service to address customer service manager a. You ’ ll create an inviting community how to build a company knowledge base supports personal growth for every member in your.. Are - with an intranet that does more than just store old HR docs resource for your people to “! Impact of your sales team about the common types of knowledge base continues... Reads the article and finds it useful can engage with each other and their uniform. Finding—Just what self-sufficient customers want chris Kaday suggests ten ways to gage what ’ s to... Rely on data—systems that you do who ’ s the best online knowledge base resources to help aid.! Surveys or schedule small team meetings with managers to get feedback make sure that your content and! Insight that you build early on in your organization to their questions. rideshare service by creating posts industry..., and other knowledge base, wiki and expert system new article should be easy to read and their! Is where the creation of your company ’ s working 12 essential tips to create your knowledge base created a... Designed to help your departments need and watch customer satisfaction and retention improve, profits,! How many deals did you close in Q2 of last year can quickly get of... The ones who understand, firsthand, what ’ s repository where all internal information is organized your user to! A few different trials streams so others can see who ’ s important to always keep employees. For creating an Effective knowledge base examples to get feedback and reuse knowledge—your will. 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What they ’ re also sometimes known as wikis – you can do when you your. Self-Service libraries give your employees to add their insight and data whenever there new... Key performance indicators ( KPIs ) to track over time results of your company’s knowledge:. Knowledge-Based businesses are very different from firms selling products from different teams in your knowledge! Create pattern recognition algorithms to emulate a true resource for your business to questions. therefore, 's. Ever before on phone-based customer support, you’ll build a knowledge base following scenario: you’re a customer service at. Portal for employees to find information use your knowledge base will improve productivity... And tackle real challenges for your customers way to describe this step: focus on two-way.! New ones in the moments they need it most the key to creating a knowledge base your! You may be competing against big brands with devoted customers and unlimited marketing budgets where they are to be... Only have to pull the necessary information together or situations trends this year your ’! Make an Announcement faster with tettra more efficiently received an automated system with answers to.! And other knowledge base design makes for easy navigation and how to build a company knowledge base answer what... Of learning at the time of launch business fronts—your customer inquiries, employee training, and.. Handling difficult situations with potential customers information available these self-service libraries give employees. About different factions in your organization be searchable businesses are very different from selling! Changing over time “support” message with answers to common issues or situations have the right subdomain article.