Tips on developing and organizing a knowledge base

Marketing Nov 13, 2024

Documentation provides customers with an impression of your company beyond just the product purchase. It acts as a reflection of your business, and if it feels unreliable, customers may choose a competitor. By regularly updating and improving your knowledge base, you ensure that your customers receive the right information at the right time and place.

This guide will walk you through the process of managing and organizing a knowledge base effectively, helping you deliver an optimal customer experience with best practices based on a well-structured knowledge base.

What is a knowledge base

A knowledge base is a storage for resources and information a company has to provide to its employees and clients. Knowledge bases are usually divided into two types: internal and external ones. Various content can be presented in a knowledge base, including videos, peer-reviewed articles, and works of graphical design.

Knowledge bases are useful when your company has a goal to educate the users on a wide range of topics or aims at employee development. External knowledge bases often take the form of FAQ segments of the website or “how-to” texts. For example, our Help Center is a carefully curated knowledge base for first-time users for SpreadSimple. Besides, knowledge bases can be used for onboarding and training teams.

Internal knowledge bases usually appear as comprehensive guides and expertise improvement and simultaneous operation on multiple levels and in many segments, either through history (e.g., case studies) or the changing environment of business processes. Examples of an internal knowledge base include a comprehensive business report or a new working schedule.

How a knowledge base delivers maximum value

Knowledge bases can be useful not only for the clients but also for the company itself. Here are just a few ways how it can improve the processes for your business.

Make it easy for clients to find answers themselves

By providing easy access to the knowledge base, the company ensures that clients can quickly find the information they need on their own. Research shows that people prefer to solve problems independently first and only seek professional help from customer support if they're unsuccessful. A well-organized knowledge base makes this possible, as it often appears in search results and is ready to answer clients’ questions directly.

Grow efficiently while reducing workload

Once a knowledge base is in place, it can greatly reduce the strain on customer support. When clients can find answers to most of their questions on their own, there are fewer inquiries to handle, freeing up staff to focus on more important tasks. This allows you to focus on more complex issues and increasing customer satisfaction. In the end, it’s a win-win for both clients and the company.

Employees come and go, which is a natural part of any business. Without internal or external knowledge bases, sharing accumulated knowledge between different "generations" of employees can be difficult. Once information is documented, it becomes accessible to everyone, even new hires.

In today’s world of remote work and global teams, knowledge bases are essential for sharing information across time zones and departments, making collaboration easier and more efficient.

Provide context-specific information

Knowledge bases offer the benefit of providing relevant, timely help to customers. For example, if a product specification is complex, you can upload detailed instructions and descriptions to the knowledge base. Similarly, if a customer faces a challenging issue with the product, you can provide them with the necessary information to resolve it, without leaving them to figure it out on their own.

Speed up the training process

Knowledge bases not only help educate customers but also accelerate the onboarding of new employees. With a comprehensive "encyclopedia" of key facts and information readily available, mentors don’t have to repeat the same training every time a new employee joins. New hires can quickly learn and pick up essential skills from the knowledge base, allowing them to become productive faster.

Ensure consistency

Consistency is key when it comes to customer interactions. By creating documents like style guides, you establish a clear tone of voice for the company, ensuring employees communicate with customers in a professional and standardized way. This reduces awkward situations and helps customer service staff resolve issues more quickly and smoothly, leading to less stress for everyone.

Support remote work culture

For remote employees, knowledge bases are a game-changer. They can access all the necessary information anytime, without having to wait for responses from colleagues. This helps them stay productive and independent, even when working from different locations.

What is the difference between a knowledge base and a data base?

While most people have a general understanding of what a database is and how it functions, the concept of a knowledge base often causes confusion. Though they may seem similar, the differences between the two are significant.

A database, like those used in Excel or CRM systems, is designed to store raw data. It performs one primary function: storing and organizing information.

On the other hand, a knowledge base serves a broader purpose. It not only stores and organizes data but also facilitates documentation and education. A knowledge base makes information more accessible and easier to understand, helping users gain insights from the data.

In short, while both a database and a knowledge base are sources of data, a database is focused on raw data storage, while a knowledge base is a tool for learning and sharing knowledge in a more digestible format.

What makes a good knowledge base?

A good knowledge base is highly flexible and can include a wide range of information, depending on its purpose and the business model. When creating one, it’s important to consider the following:

Who is the audience? Is the knowledge base meant for internal use within the company (e.g., addressing service issues), or is it intended for external customers or users?
Design and engagement: Will the design attract potential employees or motivate regular users to engage with the content?
Human vs. machine access: Does the knowledge base prioritize ease of use for humans, or is it geared toward computer analysis?

Knowledge bases can handle various types of documentation, no matter the target audience. These might include frequently asked questions, “Getting Started” or “Read This Before Starting” articles, and even helpful videos and glossaries related to the business.

Designing a balanced knowledge base that effectively delivers all the necessary information can be challenging. It's best to experiment with different formats and see how users respond. For example, some users might prefer video guides or webinars over written step-by-step instructions. Testing these variations will help refine the knowledge base and ensure it meets its goals.

How to organize content in a knowledge base

Organizing content in a knowledge base for easy understanding should be a top priority. There’s little value in filling the knowledge base with large data sets if the information is hard to digest. The way the data is presented is just as important as how it's structured. Clear, well-organized, and visually appealing content ensures that users can easily find and comprehend the information they need.

Maintain consistency in your template

The information in your knowledge base should be easy to navigate. When the layout is clear and the presentation is consistent, users can quickly find what they need. A uniform style guides users naturally, helping them follow the structure without even thinking about it. This consistency improves the overall user experience and makes the knowledge base more effective.

Create high-quality titles and subtitles

Headers and subtitles are essential for improving navigation within a text. When they stand out clearly from the body content, they make it easier for the reader to follow along. By providing structure, they help organize information and prevent it from feeling overwhelming or chaotic.

Break information into short lists and paragraphs

Lists and concise paragraphs are great tools for making text easier to digest. Subtitles and headers work well with short, digestible segments of content, allowing readers to quickly absorb information relevant to them.

Optimize your search utilizing main concepts

Most people are familiar with Search Engine Optimization (SEO). You can think of a knowledge base as your own search engine in progress. Keywords help readers find the information they need without endless searching. By using relevant keywords, you make your knowledge base more user-friendly and boost its visibility, helping external users discover your content.

Integrate multimedia in the process

Everyone processes information differently. While some prefer reading, others might benefit more from visual content like graphics or videos. Incorporating a variety of media in your knowledge base makes it more accessible to a broader audience and adds visual appeal.

Keep it structured

Creating comprehensive articles is just part of building a useful knowledge base. The structure and presentation matter just as much. Pay attention to user feedback on the organization of your content to ensure it’s both searchable and easy to access.

Arrange top-level folders wisely

The way you organize information in your knowledge base depends largely on your business and what’s most relevant for your users. Here are a few ways to arrange data:

Features: For businesses that offer tools like website design, you could organize folders for HTML editors, SEO tools, etc.
Categories: Clothing brands might separate men’s and women’s clothing into different folders. Similarly, a perfume company might organize by fragrance type.
User type: If you run a photo studio, separate folders for photographers and models could work best.
Experience: Organize content for beginners and more advanced users separately.
Product type: If you sell various products, like rubber ducks, each type can have its own folder.
Feature: For internet marketing, separate repositories might exist for video editing and SEO analysis tools.
Role or user type: Divide folders for regular staff and management.
Activity: In an IT company, separate folders could be designated for backend and frontend developers.
User journey and stage: Create separate directories for regular, VIP, and new customers.

Organizing content into sections with related articles and linked materials creates an accessible, navigable knowledge base. This setup improves the user experience, guiding them to relevant content and encouraging active engagement with the material.

Play with colors and style to diversify

Colors and styling can help differentiate content within your knowledge base, just as titles and subheaders do. For example, you could use a different color palette to organize content: yellow for customer-related topics, green for onboarding documentation. This helps users quickly understand the theme of each section.

Think about how to access your repository

Your documentation should be accessible to all users, including those with disabilities. If screen readers have trouble processing your subheaders, reconsider how you organize your content. Make sure that navigation is user-friendly for everyone, including individuals with visual or mobility impairments. Accessibility should always be a priority when optimizing data storage and structure.

Make knowledge base an instrument working for your business

Knowledge bases can grow large, making them feel like managing an employee's productivity. However, when organized and maintained properly, they can lead to satisfied customers and reduce the service workload for your team. Regular updates are essential to keep the knowledge base relevant and helpful for both your employees and clients.