What is Knowledge Base?

A Knowledge Base is a self-serve online library containing information about a product, service, or topic.

The evolution of the Knowledge Base was greatly influenced by the demand for quicker, more efficient customer support systems and the advancements in technology that enabled it.

A Knowledge Base aims to equip customers with the information they need, proactively reducing their reliance on live customer support. This not only provides immediate assistance to customers, enhancing the user experience, but also significantly reduces the cost and time spent on customer service operations.

It's a cleverly chosen growth tactic for retention simply because it keeps your clients engaged even after sales are done. Its usefulness and efficiency make your product more compelling and easier to use, thereby increasing customer satisfaction and loyalty.

Examples of Knowledge Base

  1. Software Development Companies: Software firms often implement an extensive Knowledge Base with detailed guides and walkthroughs on using their software, troubleshooting steps, and an expert forum for more complex issues.

  2. E-Commerce Platforms: Many e-commerce sites have a Knowledge Base to guide users through issues related to ordering, delivery, returns, and payment options, among others.

  3. Telecommunication Companies: They maintain an extensive Knowledge Base that includes device manuals, setup guides, troubleshooting steps, and information on plans and services.

  4. Financial Companies: Banks, insurance companies, and financial technology firms use a Knowledge Base to provide answers to frequently asked questions about their products and services. This includes guides on completing various transactions, terms and conditions, and steps to follow if a customer encounters a problem.

  5. Educational Websites: Provide a Knowledge Base with comprehensive tutorials, guides, and FAQs on how to use their platform and gain the most from their courses or resources.

Marketing Tactics Similar to Knowledge Base

  • User Guides: Instructional manuals and guides provided to customers to understand and effectively utilize a product or service.

  • Video Tutorials: Step-by-step visual guides demonstrating how to use a product or perform specific tasks.

  • FAQs: Frequently Asked Questions (FAQs) are a common section on most websites, offering answers to common queries and problems that customers encounter.

  • Community Forum: A platform that allows users to interact, share problems, and provide solutions. Often facilitated by the enterprise, it is a great method of indirect customer support.

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