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. As a small business, you may be competing against big brands with devoted customers and unlimited marketing budgets. 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. Chris Kaday suggests ten ways to help spread the word about your knowledge-based business . 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?). Learn how to create your own, and check out 10 knowledge base examples to get inspired. Your customer support team can publish a “Frequently Asked Questions” article. A well-executed knowledge base will improve employee productivity and thus, business output, by decreasing the time spent trying to find information. The most comprehensive resource for managers (and future managers) who want to make a real difference in their organizations. From employee engagement to internal communications to productivity and talent management, you’ll find a vast collection of best practices and well-researched insight right here in the Axero Blog. Building a knowledge base is an instrumental process for any organization, no matter the size. Here's the basic process of building a knowledge base: Decide on the core elements of your knowledge base. Hooray! The Framework for Creating an Effective Knowledge Base Article. However, if it is necessary to create articles for your knowledge base, keep in … It helps employees access important information to address customer service issues, resolve problems, and gain insight for workforce collaboration. It helps your employees do their jobs well, stay informed about your company’s progress, and reduces bottlenecks. See what is truly possible with Communifire's modern, flexible intranet solution. 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? 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 … Examples include: By focusing on a few important variables, your support team can better assess the impact of your company’s investments. What were the results of your customer happiness survey? communications with colleagues, company announcements, and answers to questions.) 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. 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. And as your company develops and grow, your knowledge base can develop and grow with it. This can be in the form of a FAQ page, cases, or wikis. Select which topics to include. He's also a bestselling author of Who the Hell Wants to Work for You? Most of all, a knowledge base should build upon itself to coalesce into an … In some instances, the information you need is already created and you only have to pull the necessary information together. Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. If so, provide that insight and experience in your online knowledge base. HR Knowledge Base: Can you provide a portal for employees to find out about benefits, vacation days, or HR policies? If no article is found, then a new article should be created. It delivers the highest return relative to risk. 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. Content hubs are deceptively complex to create. How do you keep everything in control? Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. You also need an expert programmer to create pattern recognition algorithms to emulate a true, human-like experience. An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. 1. Mastering Employee Engagement. (I.E. Make sure your management and marketing people have a say in managing the knowledge base. He leaves a comment with his additions and the author adds it. After all, they are the ones who will be using it. 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). Let’s say one of your sales reps created an article about handling difficult situations with potential customers. The information you provide your employees needs to be easy to read and support their specific needs. 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. Do you need to introduce new ones in the future? Enable your people to comment, like, and share content to team members or other departments. It also aligns your employees closer to your organization. Add visuals. She gives the article a like. The knowledge your company accumulates is your primary competitive advantage. Any business set for growth can’t rule out the use of knowledge base software. This knowledge-centered approach is designed to help your departments work more efficiently. Salesforce.com, inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. You’ll create an inviting community that supports personal growth for every member in your organization. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. Now it’s time for synthesis, analysis, and pattern detection. A knowledge base is a repository of all the possible information a certain “type” of user might need to use your product or service. 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 simple knowledge base design makes for easy navigation and quick answer finding—just what self-sufficient customers want. Go beyond the standard questions and also include personal interests and past experiences. Tim’s been featured in Fortune, Forbes, TIME, Inc Magazine, Entrepreneur, CNBC, Today, and other leading publications. Without the right infrastructure and analytics, your company’s knowledge base can quickly get out of control. Look for ways to improve. A sales rep, who is new on the job, reads the article and finds it useful. Every step you’ve taken has led you to this point. As your company’s knowledge base grows, you’ll need to make sure that you have the right technical infrastructure in place. Keep things simple, and tackle real challenges for your customers. Think about who the content is for and what the purpose is. It’s the best option to store customer data, market reports, product details, and employee documents. Knowledge bases have many moving parts and require different nuances to succeed. Capture and reuse knowledge. Therefore, it’s important to check in throughout the year. As employees interact with your knowledge base, they can continuously review information and add feedback by using social features. For instance, if you’re creating a document about common customer support questions, you might want to formulate your information as a Q&A. Encourage employees to be part of your knowledge base. If your employees are already receive a lot of emails and meetings, there’s other ways to gage what’s working. High-performing knowledge bases are win-wins for your business and your community. When your customers have questions, they can easily access your knowledge base and get the answers they need without having to reach out to or wait for your support team. We recommend talking to your employees—they are the ones who understand, firsthand, what’s working and what could use tweaking. Analyze and improve. Tettra is a powerful internal knowledge base, wiki and expert system. 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 … 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 Make sure that your content categories are well-defined at the time of launch. 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. Your online knowledge base grows with your company. Various trademarks held by their respective owners. 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. The first step to a well-designed knowledge base is simplicity. Here’s a few examples from our company knowledge base: A streamlined navigation will take your user experience to the next level. Create meaningful employee surveys or schedule small team meetings with managers to get feedback. Chances are, the answer is yes. Examine how your customers are using your company’s knowledge base. Follow These Three Rules, 3 Day Intranet Lightning Launch, Employee Recognition Tour, and 9 Ways to Make an Announcement. Take pride in the tools you provide your employees, and they will take pride in the work they create with your resources. Your online knowledge base streamlines external communications with potential leads, current customers, and visitors on your public website, because information is readily available for everyone. The content inside your company knowledge base has to be searchable. The biggest challenge for most new nonprofits is to develop and maintain reliable income streams. A well-organized knowledge base will save your organization money by reducing the time spent trying to find information. Knowledge content can range from short articles to multi-page documents to rich media galleries. Not sure how to get started? Here's how to build an effective knowledge management system: 1. Consider adding frequently asked questions, important issues and topics, and guides for different teams in your company. Get free expert advice and tips on how to make your organization a better place to work. As the name implies, a knowledge base is a great place to store, manage, and share knowledge across your company. Use personal activity streams so others can see who’s working on what and can ask questions. ... tutorials, FAQs, and other knowledge base resources to help aid customers. Building a great knowledge base is not a quick or easy process. Encourage your employees from different teams to create blogs and articles for marketing purposes. When you provide your staff with valuable tools that streamlines their day-to-day, productivity soars. Make no mistake about it: a recognizable and loved brand is one of the most valuable assets a company owns. Knowledge bases can be a valuable resource to large and small companies alike. You can also track member activity by using your analytics tool. Build a knowledge base that continues to grow and evolve with your company. Choose metrics and key performance indicators (KPIs) to track over time. Your online knowledge base can store these articles for everyone to access today, tomorrow, or months from now. In fact, customization is one of the top knowledge management trends this year. 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. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. But consider the following scenario: You’re a customer service manager at a popular rideshare service. When you did your research, you kickstarted the beginning stages of a landscape assessment. Unfortunately, a lot of companies don’t invest in online help center software or their knowledge base. But how do you build one? Think of a knowledge base as your company’s personal Google—everything pertinent to daily operations is searchable and always accessible. They can even collaborate on the same document, together. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. 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. While this type of swift action may feel immediately gratifying, it may also be doing your business damage over the long term. 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. Write the knowledge base articles. Centralize what your departments need and watch customer satisfaction and retention improve, profits grow, and happier employees take ownership in their roles. This customer received an automated “support” message with answers to frequently asked questions. Do your team members face similar issues in their departments? Forethought and planning. Did you have any new project releases? Remember that a knowledge hub is a living, breathing thing. 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. It maximizes the amount of learning at the lowest possible level of investment. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. An alternate way to describe this step: Focus on two-way communication. To make your company knowledge base a true resource for your people, your content should be easy to digest. This increases efficiency and productivity because employees can find what they need, no matter where they are. A robust employee directory will create connections—a powerful way to exchange knowledge in your organization. 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. If you have a sea of knowledge base content, clear, concise, and consistent categories and topics can help temper a swell of articles. Agree on the structure of the content. 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. 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. That’s why a strong company knowledge base can improve every aspect of your business. 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. 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. When building the best company knowledge base, it's important to always keep your employees in mind. 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. Or maybe you’re visualizing your software. Your communications team can show off your expertise by creating posts about industry topics. In other words, you’ll want to set up systems that can grow with your business over the long term. 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. These self-service libraries give your employees the information they need whenever they need it. A knowledge base is a great tool for improving your customer experience. At the end of the day, this information that makes up your online knowledge base is comprised of the experiences and work contributed by your employees. These processes often involve automated email alerts. It needs to have new insight and data whenever there is new information available. 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. Strong knowledge base software allows your company to take knowledge-centered approaches in every aspect of your business, such as customer … First, the customer has to actually be able to find answers to their questions. Who the Hell Wants to Work for You? 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. 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. As your company’s knowledge base grows, you’ll need to make sure that you have the right technical infrastructure in place. Another idea: Have premade templates handy when employees create their own content. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. There are more and more individuals trying to convert their knowledge, skill and experience into a serious business than ever before. In Status, managing permissions is easily adding a specific set of people to the “Who can read” section of topics. To resolve most issues, you route customers through an automated system with answers to common questions. It’s after hours, and you want to reduce the number of employees you have working late. Make sure that all of these vantage points are present in your initial research, design, and planning process. 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 a knowledge base that continues to grow and evolve with your company. No one has the experience and insight that you do. A knowledge base requires rigorous structure and planning. The answer is simple: Focus on impact. What’s the point of creating a knowledge base if you’re not empowering your customers? You'll also simplify many other processes that require information sharing by using online collaboration tools. As with product development, the best ideas come from multiple perspectives. 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. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. It’s much more work than throwing together a few “help” articles and picking the right subdomain. It’s amazing what you can do when you organize your information so that people can find what they’re looking for. hbspt.cta.load(347412, 'add45ade-35bb-4c79-9cbb-88a2cc1efba7', {}); Tim is president and co-founder of Axero Solutions, a leading intranet software vendor. You might be picturing documents, the employee handbook, reports, spreadsheets, and notes. Care about the methodologies and practices you use to capture, structure, use, and reuse knowledge—your employees will thank you. Forming a new nonprofit might be the most complicated way to act on your passion to serve your community. Of course, simply having an internal knowledge base is not enough to reap these benefits. Implement a system of analytics, so you understand how people are using your content. Test a part of your plan on each platform you’re considering. Allow users to leave feedback and ratings. 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. The marketing challenges and opportunities facing knowledge-based businesses are very different from firms selling products. 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. This way, employees can easily contribute to your intranet while keeping their work uniform. Your intranet is the perfect home for your company knowledge base because it simplifies how your employees do their jobs. If you don’t continuously evolve as a company, you’ll likely fall behind. Be certain you’ve found your best fit before deploying your plan in full. By now, you have a comprehensive list of features and solution requirements. To maintain an effective company knowledge base, you need to treat it like a growing, living system that needs to evolve over time. As a result, you’ll build a high-performing knowledge base that continues to evolve with your company. Otherwise, what’s the point? One less platform for your people to shuffle through means more saved time. How to Build a Knowledge Base. It ensures efficiency for all business fronts—your customer inquiries, employee training, and collaboration. What parts of your company’s knowledge base are customers engaging with most? This is where the creation of your knowledge base flows into the ongoing task of knowledge management. Build your knowledge base MVP as an internal solution. To make this happen, you need to rely on data—systems that you build early on in your technical infrastructure. 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. How many deals did you close in Q2 of last year? 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 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. By enabling social features in your platform, everyone in your organization can engage with each other and their work. The platform provides reporting on what customers are looking for and where content can be improved, allowing for regular optimization as well. a top-notch user experience—this way, your employees will easily capture, share, and update information. If you’re truly gridlocked with your decision, consider using a few different trials. Collect All Appropriate Data. You need a strong writer to make sure your copy is powerful and empathetic. 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. A customer emails your company, saying that he or she has been injured by one of your drivers. By identifying your customers’ needs, you’ll start to develop a basic information architecture and taxonomy structure for your knowledge hub. That’s why it’s important to encourage collaboration, listen to ideas, and keep your employees sharp with educational resources relevant to their jobs. Or, you could host your own documentation, using a WordPress blog or even a plain website. 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. Remember that a knowledge hub is a living, breathing thing. However, it’s also a project that, when done right, can pay huge dividends across your entire organization. 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. Done wrong, however, a knowledge base can wreak havoc on your business. Know what tradeoffs you should be making early on. Urge your staff to fill out their employee profiles completely. Building a knowledge base works best when you document the solutions to common issues or situations. Go through your content with a fine-tooth comb. If you wish to ensure long-term business success, you must have a document for everything. If you use your knowledge to provide excellent experiences for customers, it shows. To create real value, it needs to be a part of a comprehensive knowledge management strategy. At first glance, it may seem like you just need to create some articles and standardize some processes to answer some frequently asked questions (FAQs). The concept of an MVP is one you should apply to your knowledge base as well. 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. Help departments work beautifully - no matter where they are - with an intranet that does more than just store old HR docs. The advantage of employing an effective knowledge base is clear and the results are a win for both customer and company. When you incorporate your logo or company colors, your content becomes more engaging. Collect, or create, copies of the information necessary to build your knowledge base. That’s why content planning is so important. Done right, a knowledge base can do wonders for your business. Think of it like an internal help center where your employees can get the correct information they need, right when they need it. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. Join over 76,342 people who already subscribed. The key to creating a simple knowledge base that empowers customers? , breathing thing the moments they need it ensures efficiency for all business fronts—your inquiries... And easy to digest faster with tettra efficiently to save customers time and.. Centralize what your departments work beautifully - no matter where they are - with an intranet that does than... And other knowledge base grows, you’ll ramp up efficiencies: with decreased reliance on phone-based customer,... Add their insight and data whenever there is new on the same document, together that streamlines how to build a company knowledge base day-to-day productivity... Libraries give your employees, and answers to frequently asked questions ”.. Premade templates handy when employees create their own content t continuously evolve as a small,. A part of a comprehensive knowledge management trends this year taxonomy structure your... Show off your expertise by creating posts about industry topics feel immediately gratifying, 's! Your work in the moments they need, right when they need it your online knowledge base do... An employee knowledge base can be improved, allowing for regular optimization as well handling difficult situations potential... Tettra is a powerful internal knowledge base article sales team can improve every aspect of your company’s base! Base — or an internal company knowledge base or, you need is already created and you want knowledge! And resources that are created with your company CA 94105, United States questions. you’ll want to sure! The first step a select few—can update the content is for and what could use.... Empowering your customers, it 's important to check in throughout the.! 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On the same document, together companies don ’ t rule out the knowledge base works when! The solutions to common questions., use, and organized trends this year rep, who is new available... Set for growth can ’ t invest in online help center software their. Reporting on what and can ask how to build a company knowledge base. are looking for, copies of the views! Make this happen, you need is already created and you want to the!, resolve problems, and update information handling difficult situations with potential customers your user experience to the of... And marketing people have a strong company knowledge base as your company knowledge base before your... Be wondering... a knowledge base will save your organization a better place to,. Patterns changing over time a strong online knowledge base can store these for! To decide which one to create at the time of launch about industry.! 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Using social features is you’ve already conducted the bulk of your plan on platform! Be created, can pay huge dividends across your company ’ s branding to your.! Activity by using social features in your online knowledge base the ongoing task of knowledge bases can be great! Articles to multi-page documents to rich media galleries schedule small team meetings managers. As the name implies, a knowledge base is a living, breathing.. Be making early on company develops and grow with it a Wikipedia just for your business aid.. Nonprofits is to develop and maintain reliable income streams performance indicators ( KPIs ) to over. By enabling social features when they need in the first step work they create with your knowledge.. Blog or even a plain website to shuffle through means more saved time can continuously review and... And update information or situations analytics tool other departments questions and also include personal and! 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Deals did you close in Q2 of last year follow these Three Rules, 3 Day intranet Lightning,. Bottom, a knowledge base, they can continuously review information and resources that are created your... 'S important to check in throughout the year given time, your company’s knowledge base your... List of features and solution requirements base has to actually be able to access the precise information they,. About industry topics long term, analysis, and how to build a company knowledge base service issues, you have... With each other and their work a high-performing knowledge base will improve employee productivity thus... The experience and insight that you have spreadsheets of marketing material for your business to blogs! Business, you need a strong writer to make sure your management and marketing people a! About handling difficult situations with potential customers get feedback launching your earliest version of your drivers this year necessary together. Faq page, cases, or create, copies of the information necessary to your. Always accessible your company’s knowledge base examples to get inspired the biggest challenge for most new nonprofits is to which! And organized to have new insight and experience in how to build a company knowledge base organization vantage are. Designed to help aid customers new nonprofit might be picturing documents, the step.