What is a knowledge base?

Senior Managing Editor, Intercom

A knowledge base is a self-serve online library of information about a product, service, or specific product. The goal of a knowledge base is to allow individuals to find the information they need without having to reach out to a help desk or customer support agent.

Companies typically have two types of knowledge bases. There are internal knowledge bases, which are used to share relevant information with employees around HR, IT, corporate policies, and more. For example, many organizations are using tools like Notion to host these hubs and link out to pertinent resources.

The second type of knowledge base is external and is designed to support customers. This will usually include information about how to use a product and trends in the company’s industry, as well as other useful information for a brand’s target audience.

What type of information is shared in a knowledge base?

An external knowledge base, or knowledge hub, can include a number of different resources, including:

An FAQ page that answers all the common questions customers may have.
Manuals that showcase how to best use a product or service.
Video demonstrations and product tours that provide a visual overview of the product.
A glossary of relevant concepts that helps customers get up to speed with the industry terminology.
Troubleshooting guides that give users step-by-step instructions for resolving commonly faced issues.

While external knowledge hubs might be primarily for customers, they also could be useful for individuals interested in the company’s field. Businesses investing in building content that serves this purpose can better position themselves as thought leaders in their industry.

What knowledge base software exists?

In order to be successful, a knowledge base should be built with the right software. Some of the technologies being used to set up easy-to-navigate knowledge hubs include:

Hosting and content management tools that allow for a variety of content formats and offer a streamlined user experience.
Smart filtering functionalities to help people find the right information based on their problem.
Knowledge base software that easily integrates with other tools to pull omnichannel information from the likes of Slack, email, and a brand’s CRM.

Why is a knowledge base important?

More than ever, people want quick access to the information they’re looking for – and brands can be proactive by providing a knowledge base that meets this need. But beyond rapid access to useful content, a knowledge base can also provide a number of other benefits:

It enables self-service and empowers customers to solve their own issues, a growing trend in the customer service industry.
By proactively giving users the tools to learn what they need to, a knowledge base goes a long way towards retaining existing customers and acquiring new ones.
It lowers support volumes, allowing customer service agents to focus on more strategic tasks.
A comprehensive knowledge base supports different learning styles by linking out to a variety of different content formats.
As it’s available 24/7, brands don’t need to have agents available round the clock.

All of these benefits point to the strategic value of having a knowledge base, making it a no-brainer for businesses attempting to build trust and engagement with their customers and prospects.