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Are you interested in helping your team become more efficient, improving customer service, and reducing errors? You can do that and more with a well-designed company knowledge base.


What Is A Knowledge Base?

A knowledge base is a collection of instruction manuals, procedures, FAQs, diagrams, user guides, how-to videos, textbooks, best practices, and other digital content that is intended to be a relevant source of up-to-date information for people within an organization.

In addition to this, it is also possible to put together a knowledge base to assist customers. Have you ever visited a business website with a question or problem about a product or service you’ve purchased? If you found and used online troubleshooting guides or found the answer you needed in an online discussion forum, you have used a knowledge base. Let’s take a closer look at how a knowledge base can help you better serve and empower your employees and customers.


Employee Knowledge Base Benefits

Information is what runs every business. Without it, you couldn’t conduct your daily operations, let alone engage in research and development or growth. Chances are, you are in possession of many sources of information that can truly help your team do their jobs to the best of their abilities, and achieve your organizational goals.

That’s the good news. The bad news is that in many organizations, the information employees rely on may be inaccurate or outdated. Additionally, some employees may have access to resources that others don’t (information silos!), or that information may be inconsistent. As you can see, information is your best asset. However, it must be accurate, accessible to all, up to date, and fluid. That last part is very important. There must be a way to validate any information and correct it. An employee knowledge base addresses all of these concerns. It centralizes information, organizes it, makes it searchable, and validates it.

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Customer Knowledge Base Benefits

Did you know that the majority of Millennials and Gen-Z consumers prefer to use self-service options? They are truly the customer service DIY generations. When you offer them an organized, searchable, accurate knowledge base, you empower them to research and find information on their own. In addition to that, a knowledge base can help you build customer loyalty, turn consumers into brand advocates, and help create communities around your brand. In addition to this, you can save money on support costs by simply allowing consumers to find the information they need, and seek out solutions to their own problems.

You can also significantly reduce consumer frustration by offering a useful knowledge base. You give your customers a source of information they can use rather than waiting for information or feedback from a support person who may not be available to them.


How Uniresearch Can Help Build Your Knowledge Base

We are happy to help you build or improve an existing knowledge base. Here are the steps we go through to do this.

Determining Your Needs

We will consult with you to identify the problems you are trying to solve, and how you want your knowledge base to empower your team or your customers to find information that is useful to them.

Auditing Your Content

There’s a good chance that you have much of the content you need. We’ll interview team leaders and stakeholders, comb through help documents, and look through other assets in order to find the information that you have. Then, we will analyze that information to determine where any gaps exist, where there are inaccuracies, and where one set of one information may be in direct conflict with another. Finally, we identify where information may be inconclusive or confusing.

Researching And Writing Lacking Content

Once the audit is complete, it’s time to make the required changes to ensure your knowledge base is effective. To do that, we will write new content, edit existing content, and eliminate redundant or inaccurate information.

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