Global HR Glossary

What is a Knowledge Base? 

A knowledge base is an online repository designed to store and organize information so that users can easily access and retrieve knowledge on their own. It serves as a critical resource in managing organizational knowledge and enhancing customer support by providing quick and easy answers to frequently asked questions.

Advantages and Types of Knowledge Bases 

Knowledge bases come in two main types:

• External Knowledge Bases: Available to customers, these help in reducing support tickets by allowing customers to find solutions independently, enhancing user experience and satisfaction.

• Internal Knowledge Bases: Used by employees, these contain valuable information on company policies, procedures, and expert knowledge, secure and accessible only within the organization.

Benefits of implementing a knowledge base include:

• Reduced Support Costs: By minimizing the volume of incoming support requests.

• Improved Customer Service: Customers enjoy 24/7 access to information, which can increase satisfaction and loyalty.

• Enhanced Employee Efficiency: Provides employees with fast access to necessary information, reducing downtime and boosting productivity.

Creating a robust knowledge base requires careful planning, regular updates, and a focus on user experience to ensure that the information remains relevant, accurate, and accessible.