Are you looking for the best knowledge base examples?
Helping your users learn about your product is an important job. Knowledge bases are one of the most effective tools for answering customers’ questions, reducing pressure on your support team, and enhancing the user experience.
However, many find creating a comprehensive knowledge base challenging since it demands significant research and planning.
In this post, we will study the seven great knowledge base examples. But before that, let’s understand what a knowledge base is.
What is a Knowledge Base?
A knowledge base is a digital repository of entire organizational information. It acts as a central location that holds a collection of information where customers can learn about the company’s products, services, or industry.
A knowledge base includes user guides, help center articles, and tutorial videos that provide customers with everything they need.
Depending on their functionalities, there are external and internal knowledge bases. An external knowledge base is public and helps customers gain insight into a product or service. This includes FAQs, release notes, instructions on how a particular feature works, troubleshooting methods, and anything valuable for clients. An internal knowledge base is for employees’ use, from onboarding materials and guidelines to corporate rules.
Knowledge bases are great for companies to provide helpful information in the knowledge management format, making it easy for customers to seek what they are looking for on their own. The primary purpose of a knowledge base is to enable customers to get help without reaching out to the company for support.
What Makes a Good Knowledge Base?
Each knowledge base is different. Some act like an FAQ, whereas others aim to improve the customer experience. However, a few highlights help create a great knowledge base.
A good knowledge base example puts users first. It has simple navigation, smart hyperlinks, and excellent accessibility. It also has resources like how-to articles and popular articles categorized into top-level categories and subcategories, making it simpler for users to find a knowledge base article by topic.
A good knowledge base also has search functionality. Search is an accessible mechanism for customers to find the support they need in your knowledge base, so many feature a prominent search bar. Besides, they include a tagging system to enable readers to find quick and efficient answers.
Good knowledge bases also use images and videos with text to give users a complete picture, making resolving or troubleshooting issues easier without opening a support ticket. Also, it uses clear and concise language since no one wants to go through heaps of text to get the information they want. They cover important information in bullet points rather than in paragraphs and clear language rather than using technical jargon.
In addition, every page of the help center articles contains essential information and links to relevant articles, giving users a defined path to find additional information. In addition, there is many knowledge base software for companies to use to help launch new knowledge bases for offerings.
7 Best Knowledge Base Examples
You need a great knowledge base to assist your users in using your product or service and reduce the need for human support. To help you with that objective, we list the seven 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 that helps streamline communication across companies and teams. It allows teams to create projects, assign tasks to teammates, set deadlines, and communicate about tasks. To get the maximum advantage from this project management software, managers and other users need to understand its ins and outs.
Asana introduces an unconventional knowledge base design, naming the resource center Guide, which speaks for itself. Instead of regular articles, Asana funnels users into the following four buckets:
- Asana provides its users with the option to join a live webinar to get direct customer support without struggling to discipline themselves to learn.
- Another option it offers is to get tips, including comprehensive articles with GIFs and tips to skim through the product’s basics.
- Users can also watch video tutorials on their YouTube channel, which contain a compilation of quick tips and examples to see Asana in action. Video content works great for visual learners, walking them through how to use the product.
- The last option is to complete an online course to learn about the product and learn frameworks and features.
Asana holds the first position in this list because of its sharability. All of its knowledge base resources are accessible to its customers and others. Also, Asana offers quick links to help users skip to the sections they want. It saves the time users otherwise spend scanning the page to find the right content. In addition, Asana has all the sections linked in its knowledge base on a sidebar, so you can find other resources without visiting the homepage.
Key Takeaways
- Clutter-free design and simple layout help people stay focused on the topics without overwhelming them.
- Categorizing your knowledge base into broad topics lets users teach themselves.
- Good internal linking helps customers find helpful content quickly and reduces their effort on self-service.
Dropbox
Operated by an American firm, Dropbox, Inc., Dropbox is a file hosting service that offers cloud storage, personal cloud, file synchronization, and client applications. It is among the most famous cloud storage services nowadays, with a registered user base of over 700 million. Some of its key features include document editing from anywhere, file backup, and collaboration with others.
The Dropbox knowledge base has interactive opportunities to help people find solutions, from a prominent search bar to live troubleshooting, support team access, and tutorials. The knowledge base is clean and easy to access, with easy access to use cases and workflows. It starts with a series of tabs users can click to navigate different content areas.
If customers find no option resonating with them at the top of the page, Dropbox also has a search bar to make it easier to find relevant topics. On scrolling down, there are a couple of columns: one with cards for popular issues and the other with a typical FAQ list.
In addition, there is a related articles section and a quick way to contact the customer support team if a user fails to find helpful content.
Key Takeaways
- When making your knowledge base interactive, keep things simple. There is no need for tons of bells and whistles for an effective knowledge base. The easier it is for users to seek help, the better.
- Determine which customer complaints are common and place their solutions somewhere the users find with ease.
Mailchimp
A child company of Intuit, Mailchimp is an all-in-one marketing automation platform and email marketing service designed for businesses to reach their target markets. It enables you to manage your mailing lists, build custom email templates, and automate your marketing campaign. Mailchimp’s primary function is to send automated emails and newsletters to expand your business results.
It is a tool with many features and integrates with over 200 other web applications to help streamline the email marketing process, indicating its extensive knowledge base. Mailchimp has a tremendous customer-focused knowledge base that goes the extra mile for its users.
Their knowledge base lists the most popular guides and tutorials first, with a search bar right above it. Users can find help by topics, register for a live session, or watch on-demand recordings.
Mailchimp’s knowledge base provides different visual details to enhance clarity for those struggling with technical content. Every article also includes surveys at the bottom to ask its users to rate whether that article was helpful and get qualitative feedback on how to improve the website. They also make it easy to contact the support team by providing a contact form on their knowledge base homepage.
Supporting customers when they cannot find what they need in the self-service content is a great idea.
Key Takeaways
- For non-technical users, include visuals in your guides as they help you give as much information as possible.
- Giving readers a quick summary of the information in your articles helps them know they are in the right place.
- It is best to use small steps in lists to break information for better understanding.
- Large knowledge bases like Mailchimp’s should have content categorization and optimal linking.
Canva
Launched in 2013, Canva is an Australian graphic design platform that combines design, photo editing, and layout to let users create beautiful visual content. This web application has an extensive library of templates and design elements that enables users to create posters, logos, flyers, presentations, documents, and other visual content in a convenient drag-and-drop format.
Canva’s knowledge base is the perfect example of how to tailor a knowledge base towards particular people, depending on different goals. They offer an appealing knowledge base that gives users quick access to many top-level categories. It has simple tabs to guide users through categories of help center articles. Also, a search bar auto-fills and suggests searches in line with what people may look for in case they have no terminology.
People scrolling through Canva’s knowledge base see a Top Articles section, where they can read a lot about the most common questions asked by others. In addition, the knowledge base has links to contact support at the bottom of its homepage for quick help. It also includes a link to Canva’s design school for customers wanting to dive deeper into its platform.
Key Takeaways
- When your product is design-related, adding visual content to a helpful knowledge base helps.
- Knowledge bases should cover billing and installation also, along with project tips.
- The availability of content where users need help increases the probability of self-service.
Buffer
Buffer, or Bufferapp, is a multi-purpose social media management software application for the web and mobile. Its core functionality enables users to draft and schedule posts for sharing with their audience across different social networks, including Twitter, Facebook, Instagram, LinkedIn, and Pinterest. This powerful marketing tool also offers social media reporting and monitoring functionality.
It helps businesses of any size build engagement. The Buffer platform’s knowledge base has three main categories: Buffer Platform, Buffer Publish, and Buffer Analyze. It uses emojis and informal language everywhere to help represent the brand and what it does.
It has a simple and intuitive layout with a beautiful design. The homepage features a search bar contrasting with the deep blue color, making it easy to catch. Another follows a Suggested Guides section to help users browse by topic. These sections list their promoted articles to help users solve common issues. All articles contain video tutorials, helpful instructions, and a satisfaction survey.
The Video Tutorials section in the knowledge base is among Buffer’s most interesting and distinct features. Customers have easy access to a collection of videos showing them how to maximize its features and troubleshoot any issues.
Key Takeaways
- It is an excellent approach to use categories for your articles.
- Some customers prefer video guides over text-based ones. If visual instructions make sense for some issues, including them in your knowledge base is ideal.
Shipt
Founded in 2014, Shipt is an American online delivery service that allows people to order groceries, household items, wellness products, and office supplies from their favorite stores using Shipt’s site or mobile app. It is a curated marketplace of retailers that pays contractors to purchase and deliver items to buyers’ homes within hours.
Shipt has a simple yet effective on-brand knowledge base that offers several distinct categories for shoppers and customers to choose from. It begins with a search bar to let customers ask questions. The knowledge base takes a question-based approach, with questions related to popular topics on the left side of the page.
On its right, they present information in a FAQ page style, making it a one-stop shop for everyone who uses Shipt. Every article includes a survey asking, “Was this article helpful?” Users can upvote or downvote that article with a click, helping the company identify which areas need improvement.
The bottom of the page has three different options. Users can choose any of these options if they have any ideas to share, need immediate help, or are unable to find what they want.
Key Takeaways
- Avoid assuming that your users understand everything about your product or service works. New questions and issues may still arise.
- Asking for feedback is an excellent approach to help improve your knowledge base.
Fitbit
Fitbit is a popular American consumer electronics and fitness company known for its smartwatch and fitness application. In 2019, it was the fifth-biggest wearable technology company in shipments, and today, over 30 million people worldwide use Fitbit products to track their steps, heart rates, sleep, and other health metrics.
While some help centers segregate guides based on user segments, Fitbit has sections for its different devices. Following this, any user who needs help can navigate to the segment for their device and find relevant guides. The page has a login link for employee wellness and health plan members to get exclusive customer support.
In addition, its excellent design covers the most popular topics on the left side, while the right side provides options for customers to contact their support team. Fitbit also lets individuals search the community forum and discuss how to use their products with other customers.
Key Takeaways
- If your products fall into distinct categories, do the same with your knowledge base guides. This will make the help center intuitive and customized to customers’ needs.
- Try to build a community where customers interact with each other.
- Provide different options to your customers for how they would like to receive information about your products.
Final Remarks
A knowledge base includes a short or detailed guide about a specific product or service type. To create a knowledge base that your users will find helpful, it is important to put yourself in your readers’ shoes and prioritize their needs. Research what questions and complaints they have about your product or service. You can create a helpful knowledge base if you understand your users’ questions and issues to the fullest extent. When you know your customers’ needs, you can pick from any of the best knowledge base tools available and start creating one to help 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 can significantly enhance customer satisfaction by providing timely and relevant information. For example, tech companies often create comprehensive FAQs and troubleshooting guides that help users solve problems without contacting customer support. Another example is e-commerce platforms that include detailed product care instructions, warranty information, and return policies in their knowledge bases. These resources empower customers to find solutions independently, creating a more satisfying and engaging user experience.
How can knowledge base articles improve the efficiency of a customer service platform?
Knowledge base articles serve as the backbone of an effective customer service platform by equipping customers with the information they need to address issues independently, thereby reducing the workload on customer service teams. Well-organized articles that are easy to search and navigate ensure that customers can quickly find answers to their questions. This self-service approach not only speeds up resolution times but also frees up service agents to handle more complex queries, ultimately boosting the overall efficiency of the service platform.
What are the benefits of building your own knowledge base for your business?
Creating your knowledge base offers numerous benefits, including tailored content that directly addresses your customers’ specific needs and questions. This customization enhances the user experience by providing precise and relevant information. Additionally, a personalized knowledge base reflects your brand’s voice and values, which can strengthen customer trust and loyalty. Moreover, maintaining a knowledge base allows for continuous updates and improvements, ensuring that the information stays current and useful, thus supporting ongoing customer satisfaction.
How does a knowledge base contribute to overall customer service improvement?
A comprehensive knowledge base directly improves overall customer service by offering round-the-clock access to critical information, which is crucial for meeting the expectations of today’s customers who seek instant and reliable support. By effectively reducing the number of repetitive inquiries, a knowledge base allows customer service teams to focus on more complex issues, enhancing the quality of support provided. Additionally, it is an educational tool that can help customers use products or services more effectively, increasing satisfaction and reducing frustration.
How can a robust knowledge base be a comprehensive resource for customers and staff?
A robust knowledge base is a comprehensive resource consolidating all essential information in one accessible location. This resource is invaluable as it provides detailed answers and guidance on frequently asked questions, troubleshooting steps, and user manuals. A robust knowledge base integrates rich content such as video tutorials, step-by-step guides, and detailed product information to ensure that customers and staff can access a full spectrum of resources. This accessibility helps reduce confusion, speed up onboarding processes, and enhance user competence and satisfaction.
What features should a knowledge base tool include to enhance the search function?
An effective knowledge base tool should include a powerful search function that supports keyword and natural language queries to ensure users can find information swiftly and effortlessly. Advanced search features such as filters by topic, content type, and relevance ranking can significantly enhance the usability of the search function. Additionally, incorporating auto-complete and search suggestions can help guide users toward the most helpful articles, improving the overall user experience. Such features make the knowledge base tool not just a repository of information but a dynamic resource that actively supports the user’s quest for knowledge.
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.