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Knowledge base: How to create a knowledge base for enterprises?

11 mins read

51% of customers prefer technical support through a knowledge base. What is this knowledge base that customers are seeking? A knowledge base is a repository of all organizational information segregated department-wise and is an organized set of all data that can be used either internally or externally pertaining to an organization.

Is there enterprise dependence on a knowledge base?

We keep hearing people telling us that a knowledge base is something that expands by the second. The more you work, the more connections you make. Each of these becomes an active or a passive part of your knowledge base. 

The truth is, a knowledge base isn’t essential!

Yes, that’s right. 

You can very easily run an organization based simply on experience, traditional practices, and scripted drills. This also establishes on the sidelines that your expansion shall be minimal, and every single task will have to follow a set chain of commands and procedures. Quick decisions could turn out either rash or too delayed to yield results. If an organization can survive without an extensive knowledge base, why is it making all the buzz?

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Need for a knowledge base for enterprises

With the digitization and the involvement of advanced technologies, businesses must divulge the use of multi-tasking automated software. This, on the one hand, frees experienced employees to focus on expansion and works out all roadblocks. Older employees have known the industry longer and are familiar with customer behavior. Instead of making their jobs monotonous, deploy them on and off the field training of freshers and analysis of customer surveys, comments, reports, and feedback.

Now that we have established that enterprises or organizations need a knowledge base. Let us find out what it is that the knowledge base helps with for the enterprise.

1. Customer service

  • A well-managed knowledge base helps customers in getting their issues resolved faster. 
  • This leads to increased customer satisfaction, thus enhancing the frequency of purchases in the long term. 
  • Lower rates of complaints are registered, and customers are encouraged to get involved in direct dialogues.

2. Dedicated front

  • Knowledge base management is an ongoing procedure that collects every trace of information, documents, and data. 
  • Entire activity on the CRM front too gets integrated to bring a single and dedicated show for all contact center activities. 
  •  Now contact center agents can operate without a fuss of multiple platforms, integrations, speed, and compatibility issues.

3. Financial benefit

  • While knowledge management helps keep organizational machinery up and running, it ensures an easy creation of knowledge by every user, thus removing the burden of the pinpointed collection of facts.
  • It stops duplicity of work as content created is curated in a way that can be pushed through multiple platforms.

4. Self-service

  • A good knowledge base management helps the users to type the query and find the solutions for themselves. 
  • The website or mobile application is open for any agent, employee, admin, or user to visit, interact, communicate, and resolve the matter independently thus helping with better FCR and ticket deviation.

5. Better ROI

  • Every section of personnel directly or indirectly involved with the organization influences its working, thus becoming a stakeholder in its interests.
  •  They invest their time, money, and labor, with the firm expecting to grow hand-in-hand. Your customers invest money directly, and only when they generate a sale, steady revenue is assured.
  •  Knowledge base management helps in keeping up your CX & CSAT scores, thus guaranteeing better ROI.

Choose the best knowledge base platform for your enterprise.

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How is a knowledge base created?

Creating a knowledge base comes from a purpose. Every organization has its own needs. But to create one, there is a unique process that meets the requirements set. Creating a knowledge base is a simple multi-layered process. It can be made quick, fun, and interactive with the following steps:

1. Collect information

  • See what is essential to which product/service. Collect all possible details and updates regarding the same. 
  • Verify this information and make a pool of relevant facts, figures, statistics, links, articles, etc.
  • Group these details into documents or files that address specific functions.

2. Organize a library

  • Remember, passing by the aisle of a library in college searching those colossal shelves for your category?
  • Well, that’s just how your knowledge base should be. Except, the shelves too must not be hectic to find. The customer should be able to put in the query, and AI recognition must pop up relevant and correct solutions in no time.
  • Are you wondering how this is possible? You need a little push from a robust Knowledge management platform. 

3. Choose the channel

  • It is essential to choose the right platform or channel for disseminating solutions, contacting customers, or taking a follow-up survey. The right choice of medium ensures proper visibility, thus enhancing customer engagement, digital presence, and visibility.
  • With a knowledge management platform, for example, Knowmax, organizations can disseminate information across multiple channels from a single knowledge base accessible from anywhere. 

4. Create guidelines

  • People often create a piece of content to the best of their ability, but they leave out various elements like brand tone, hierarchy, CTAs, text/ graph/ link placements, etc. This disrupts the flow and appearance of your solution page and can even end up confusing the user.
  • Make guidelines for authors on how to create brand-specific informational pieces for both internal and external use. 

5. Updates and edits

  • While SaaS software like Knowmax enterprises can create entire solution kits with interactive modules like decision trees, agent scripting, visual guides, and live assistance, the team can refresh and edit drafts accordingly.
  •  Knowmax helps update file versions and edit documents with ease to help eliminate unnecessary arrangements. Editing and disseminating becomes convenient with a knowledge base management system. 

Here’s how you can automate your knowledge base software!

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Conclusion

The knowledge management system is an integral part of an organization’s ecosystem. Knowledge creation is a two-way street, and it starts from creating it to checking up on updates, maintenance, and distribution. The steps to create a knowledge base are made automatically more accessible with a vital partner in the form of a knowledge base powered by a knowledge management system.

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