Best Knowledge Base Examples 2026
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Helping your users understand your product is essential. A well-structured knowledge base is one of the most effective tools for answering customer questions, easing the workload on your support team, and improving the overall user experience.
Yet, creating a comprehensive knowledge base can be a challenge. It requires careful research, planning, and attention to detail.
In this article, we’ll explore seven excellent knowledge base examples. But first, let’s define what a knowledge base is.
What is a Knowledge Base?
A knowledge base is a centralized digital repository that stores an organization’s information. It serves as a hub where customers can access details about a company’s products, services, or industry.
A knowledge base typically includes user guides, help center articles, and tutorial videos, offering customers everything they need in one place.
Knowledge bases can be categorized as either external or internal, depending on their purpose. An external knowledge base is public and helps customers learn more about a product or service. This often includes FAQs, release notes, feature instructions, troubleshooting methods, and other resources valuable to clients. In contrast, an internal knowledge base is designed for employees and contains onboarding materials, guidelines, and corporate policies.
For companies, knowledge bases simplify information delivery by structuring it in a user-friendly format. This allows customers to independently find the answers they need, reducing the need to contact support teams. The primary goal of a knowledge base is to empower users with self-service support, saving time for both customers and businesses.
What Makes a Good Knowledge Base?
Each knowledge base is unique, serving different purposes. Some function as an FAQ hub, while others are designed to enhance the overall customer experience. Despite these differences, there are several key characteristics that define a great knowledge base.
- User-Centered Design: Good knowledge base prioritizes users. It offers simple navigation, intuitive hyperlinks, and seamless accessibility. Resources such as how-to articles and popular guides are organized into clear categories and subcategories, making it easier for users to locate content by topic.
- Robust Search Functionality: Functionality is essential for an effective knowledge base. A prominent search bar allows users to quickly find the support they need. Many knowledge bases also incorporate tagging systems to deliver accurate and efficient search results.
- Visual and Clear Content: Best knowledge bases combine text with images and videos, providing users with a complete understanding of the topic. Visual content simplifies troubleshooting and issue resolution, reducing the need for support tickets. Clear, concise language is crucial—users don’t want to sift through dense text or complex jargon to find answers. Important details are best presented in bullet points for quick readability.
- Internal Linking and Comprehensive Coverage: Every help center page should include essential information and links to relevant articles, ensuring users have a defined path to additional resources. This interconnected structure enhances usability and encourages users to explore more content.
Strategies for Building and Improving Knowledge Bases
To create and maintain a high-quality knowledge base, companies should adopt these actionable strategies:
- Organize Content Effectively: Use clear categories and subcategories to structure information logically. This improves navigation and helps users find what they need faster.
- Enable Continuous Improvement: Regularly update articles based on user feedback, new product features, or common customer queries.
- Leverage Analytics: Use tools like Google Analytics to track metrics such as search success rates, time spent on articles, and bounce rates. Analyze this data to identify gaps and improve content.
- Standardize Content: Maintain a consistent tone, formatting, and structure across all articles to create a cohesive user experience.
- Invest in Search Optimization: Optimize search functionality by adding relevant tags and keywords to articles. Include autocomplete and search suggestions to guide users effectively.
- Incorporate Templates: Use pre-designed templates for creating articles to ensure consistency and speed up the publishing process.
- Collaborate Across Teams: Encourage collaboration between content strategists, technical writers, and support teams to ensure the knowledge base addresses user needs comprehensively.
Measuring the Success of a Knowledge Base
To ensure your knowledge base meets its goals, consider the following metrics:
- Search Efficiency: Evaluate how often users find answers through the search functionality. High success rates indicate well-structured content and effective tagging.
- User Feedback: Include feedback options, such as surveys or thumbs-up/down ratings, at the end of articles. Use this input to identify areas for improvement.
- Engagement Metrics: Track user behavior, such as time spent on articles, click-through rates for internal links, and bounce rates. These metrics reveal how engaging and useful the content is.
- Support Ticket Reduction: Monitor the volume of support tickets before and after implementing the knowledge base. A decline reflects its effectiveness in enabling self-service.
- Content Coverage: Regularly audit the knowledge base to ensure it addresses frequently asked questions, new product features, and any gaps identified through analytics or feedback.
By focusing on user needs, leveraging analytics, and adopting practical strategies, companies can build knowledge bases that not only provide effective self-service support but also enhance the overall user experience.
7 Best Knowledge Base Examples
A well-designed knowledge base helps users understand your product or service, reducing the need for human support. To support this goal, we’ve compiled seven excellent knowledge base examples in this section.
Let’s review some of the best knowledge bases and see what you can learn.
Asana
Asana is a SaaS (software-as-a-service) platform designed to streamline communication and collaboration across companies and teams. It enables teams to create projects, assign tasks, set deadlines, and communicate effectively. To fully utilize this project management tool, users and managers need to understand its features and functionality.
Asana’s knowledge base, called the Guide, takes a unique approach to resource organization. Instead of conventional articles, it groups resources into four distinct categories:
- Live Webinars: Asana offers users the option to join live webinars, providing hands-on support and direct interaction with experts.
- Tips and Articles: Comprehensive articles with GIFs and quick tips guide users through the product’s basics.
- Video Tutorials: Asana’s YouTube channel features video tutorials, showcasing quick tips and real-world examples to help visual learners see the product in action.
- Online Courses: Users can enroll in online courses to gain an in-depth understanding of Asana’s features and frameworks.
Asana stands out for its sharability. All resources in its Guide are accessible to both customers and the general public. Quick links allow users to skip directly to desired sections, saving time otherwise spent scanning the page. Additionally, its sidebar links to all knowledge base sections, enabling users to find other resources without returning to the homepage.
Key Takeaways
- Clutter-Free Design: Asana’s simple and organized layout keeps users focused without overwhelming them.
- Resource Categorization: Grouping knowledge base content into broad topics empowers users to self-learn effectively.
- Internal Linking: Strong internal linking helps users quickly locate relevant content, enhancing the self-service experience.
Dropbox
Dropbox, operated by Dropbox, Inc., is a file hosting service offering cloud storage, file synchronization, personal cloud, and client applications. With over 700 million registered users, it remains one of the leading cloud storage solutions. Key features include document editing from anywhere, file backup, and seamless collaboration.
The Dropbox knowledge base provides an interactive, user-friendly experience to help customers find solutions. It features a prominent search bar, live troubleshooting options, access to the support team, and tutorials. The knowledge base is cleanly designed, with intuitive workflows and use cases for easy navigation.
The homepage begins with a set of tabs that allow users to navigate different content areas. If no suitable option is found at the top of the page, users can depend on the search bar to locate relevant topics quickly. Scrolling further, the page is divided into two columns:
- One column highlights popular issues through clickable cards.
- The other presents a traditional FAQ list for commonly asked questions.
Additionally, Dropbox includes a Related Articles section and a direct option to contact the support team if users are unable to find helpful content. This ensures users can explore self-service options while still having access to expert assistance when needed.
Key Takeaways
- Simplicity is Key: An interactive knowledge base doesn’t need excessive design elements. The simpler it is for users to find help, the better their experience.
- Address Common Pain Points: Identify frequent customer complaints and place their solutions in accessible locations for ease of use.
Mailchimp
Now part of Intuit, Mailchimp is an all-in-one marketing automation platform and email marketing service designed to help businesses connect with their target markets. It allows users to manage mailing lists, create custom email templates, and automate marketing campaigns. Its primary function is to send automated emails and newsletters to help businesses achieve better results.
Mailchimp is packed with features and integrates with over 200 web applications, streamlining the email marketing process. This extensive functionality is supported by a highly customer-focused knowledge base, designed to provide comprehensive assistance.
The Mailchimp knowledge base prioritizes user needs by listing the most popular guides and tutorials at the top, with a prominently placed search bar for easy navigation. Users can explore help topics, register for live sessions, or access on-demand recordings.
To enhance clarity for users struggling with technical content, Mailchimp incorporates visual aids, such as diagrams and screenshots. At the bottom of each article, users are encouraged to provide feedback through surveys, rating the article’s usefulness and offering suggestions for improvement. Additionally, the knowledge base homepage includes a contact form, making it easy for users to reach the support team when self-service resources are insufficient.
Mailchimp’s approach ensures that users who cannot find what they need are still supported, balancing self-service with direct assistance.
Key Takeaways
- Use Visuals for Clarity: Visual aids make complex content easier to understand for non-technical users.
- Provide Quick Summaries: Summarizing information at the start of articles helps users confirm they are in the right place.
- Break Down Content: Structuring information into small, actionable steps improves comprehension.
- Optimize Large Knowledge Bases: Effective content categorization and internal linking are essential for expansive knowledge bases like Mailchimp’s.
Canva
Launched in 2013, Canva is an Australian graphic design platform that integrates design, photo editing, and layout tools. It allows users to create visually engaging content, such as posters, logos, flyers, presentations, and documents, using a simple drag-and-drop format. Canva’s extensive library of templates and design elements makes it accessible for both beginners and experienced designers.
Canva’s knowledge base is a prime example of tailoring resources to meet the needs of specific user goals. It features an attractive and user-friendly design that provides quick access to top-level categories. Simple tabs guide users through different help center article categories, while the search bar includes auto-fill functionality and search suggestions. This ensures users can find what they need even if they don’t know the exact terminology.
Scrolling further, users encounter the Top Articles section, which addresses the most common questions. The knowledge base also includes links to contact Canva’s support team at the bottom of the homepage for users who need additional help. Moreover, Canva provides a direct link to its Design School, enabling customers to explore in-depth tutorials and resources to enhance their platform knowledge.
Key Takeaways
- Incorporate Visual Content: For design-focused products, including visuals in the knowledge base enhances usability and aligns with user expectations.
- Cover Key Topics: Ensure the knowledge base includes information on billing, installation, and project tips to meet diverse user needs.
- Facilitate Self-Service: Make resources readily available where users are most likely to seek help, increasing the chances of successful self-service.
Buffer
Buffer, or Bufferapp, is a versatile social media management tool available for both web and mobile platforms. Its core functionality allows users to draft and schedule posts for sharing across various social networks, including Twitter, Facebook, Instagram, LinkedIn, and Pinterest. Additionally, Buffer provides robust social media reporting and monitoring features, making it a powerful tool for marketing and engagement.
Buffer’s knowledge base is tailored to businesses of all sizes, helping them build engagement through self-service support. The knowledge base is divided into three main categories: Buffer Platform, Buffer Publish, and Buffer Analyze. It reflects the brand’s friendly and approachable tone by incorporating emojis and informal language throughout.
The design is simple yet intuitive. The homepage features a search bar with a distinct deep blue background, making it visually prominent. Below this, a Suggested Guides section helps users explore content by topic, offering quick access to promoted articles that address common issues. Each article includes video tutorials, step-by-step instructions, and a satisfaction survey to gather user feedback.
One of the most notable features of Buffer’s knowledge base is its Video Tutorials section. This collection of videos provides users with easy-to-follow demonstrations, guiding them on how to maximize Buffer’s features and troubleshoot any issues effectively.
Key Takeaways
- Organize with Categories: Dividing articles into clear categories makes navigation more intuitive for users.
- Leverage Video Content: Visual guides are ideal for users who prefer videos over text-based instructions, especially for complex topics.
Shipt
Founded in 2014, Shipt is an American online delivery service that enables users to order groceries, household items, wellness products, and office supplies from their favorite retailers using Shipt’s website or mobile app. As a curated marketplace, it relies on contractors to purchase and deliver items to customers’ homes within hours.
Shipt’s knowledge base is simple yet highly effective, staying consistent with its brand identity. It offers several distinct categories for both shoppers and customers. The homepage begins with a prominent search bar, allowing users to ask questions directly. Shipt’s knowledge base takes a question-based approach, with commonly asked questions displayed on the left side of the page.
On the right, the knowledge base adopts an FAQ-style layout, presenting relevant information in a clear and organized manner. This dual structure makes it a one-stop shop for all Shipt users. Each article also includes a feedback survey that asks, “Was this article helpful?” Users can upvote or downvote the article with a single click, helping Shipt identify areas for improvement.
At the bottom of the page, users are presented with three options:
- Share an idea,
- Request immediate help, or
- Indicate they couldn’t find what they needed.
This ensures that users have multiple ways to offer feedback or access additional support when necessary.
Key Takeaways
- Don’t Assume User Knowledge: Recognize that new questions and issues may arise, even with a well-designed knowledge base.
- Collect Feedback: Incorporating surveys or feedback options helps improve the knowledge base and address users’ evolving needs.
Fitbit
Fitbit is a well-known American consumer electronics and fitness company, recognized for its smartwatches and fitness applications. In 2019, it ranked as the fifth-largest wearable technology company in terms of shipments. Today, more than 30 million users worldwide rely on Fitbit products to monitor metrics like steps, heart rates, sleep patterns, and overall health.
Fitbit’s knowledge base organizes its content by device, ensuring users can easily find guides specific to their product. This device-focused structure simplifies navigation and allows users to locate relevant resources quickly. Additionally, Fitbit provides a login option for employee wellness and health plan members, granting them access to exclusive customer support.
The knowledge base’s intuitive design displays the most popular topics on the left side of the page, while the right side features options for contacting the support team. Fitbit also encourages community engagement by allowing users to participate in forums where they can discuss product usage and share tips with other customers.
Key Takeaways
- Organize by Product Categories: If your products are diverse, structuring your knowledge base by category makes it more intuitive and customized for users.
- Build a Community: Encourage customer interaction through forums or discussion boards to foster collaboration and mutual support.
- Offer Multiple Support Options: Provide customers with various ways to access information, including guides, direct support, and community forums.
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Final Remarks
A knowledge base provides a detailed or concise guide about a specific product or service. To create a truly helpful knowledge base, it is essential to prioritize your users’ needs. Start by understanding their questions, challenges, and areas of confusion about your product or service. Research common complaints and frequently asked questions to ensure your content aligns with their expectations.
By fully understanding your customers’ needs, you can build a knowledge base that empowers them to find solutions independently. Once you identify these needs, select the best knowledge base tools to structure and present the information effectively, helping your business thrive.
FAQs
Here are the most frequently asked questions about knowledge base examples.
What are some compelling examples of knowledge bases that enhance customer satisfaction?
A well-designed knowledge base enhances customer satisfaction by providing timely and relevant information. For instance, tech companies create comprehensive FAQs and troubleshooting guides that enable users to resolve issues without contacting customer support. Similarly, e-commerce platforms often include detailed product care instructions, warranty details, and return policies, empowering customers to find solutions independently and enjoy a seamless experience.
How can knowledge base articles improve the efficiency of a customer service platform?
Knowledge base articles act as the foundation of an efficient customer service platform by equipping users with the resources needed to resolve issues independently. Well-structured and searchable articles allow customers to find answers quickly, reducing the demand on support teams. This self-service approach accelerates resolution times and allows support staff to focus on more complex issues, improving overall service efficiency.
What are the benefits of building your own knowledge base for your business?
Creating a knowledge base delivers several benefits, including tailored content that addresses your customers’ specific needs. This personalization improves the user experience with precise and relevant information. A custom knowledge base also reflects your brand’s identity, fostering trust and loyalty. Additionally, it allows for continuous updates and improvements, ensuring your content remains accurate and valuable, which supports ongoing customer satisfaction.
How does a knowledge base contribute to overall customer service improvement?
A comprehensive knowledge base enhances customer service by offering 24/7 access to critical information. This immediacy meets today’s customer expectations for instant support. By reducing repetitive inquiries, a knowledge base enables service teams to focus on more complex issues, improving the quality of support. Furthermore, it serves as an educational tool, helping customers use products or services more effectively, which boosts satisfaction and minimizes frustration.
How can a robust knowledge base be a comprehensive resource for customers and staff?
A robust knowledge base consolidates essential information in one accessible location. It provides detailed solutions to frequently asked questions, troubleshooting steps, and user manuals. Enhanced with rich content like video tutorials and step-by-step guides, it ensures customers and staff can access a wide range of resources effortlessly. This accessibility speeds up onboarding, reduces confusion, and improves user competence and satisfaction.
What features should a knowledge base tool include to enhance the search function?
An effective knowledge base tool should feature a powerful search function that supports both keyword and natural language queries. Advanced features such as topic filters, content type sorting, and relevance ranking significantly improve usability. Additionally, auto-complete and search suggestions guide users to the most helpful articles, creating an intuitive and seamless search experience. These features ensure the knowledge base serves as an active resource that supports users in finding accurate information quickly.
If you are new to creating a knowledge base and are looking to a break in, we recommend taking our Certified Knowledge Manager Course, where you will learn the fundamentals of creating and managing a knowledge base.
