Discover how to create an external knowledge base to enrich your projects. Unveil its benefits, such as enhanced decision-making and streamlined workflows. Explore its features, from comprehensive data storage to seamless integration.
Businesses must have access to a vast amount of knowledge in this age of information as it has become increasingly important. The question arises how can one ensure that the knowledge you’re getting is accurate and reliable? That’s where an external knowledge base comes in.
The knowledge base software is a valuable resource that provides information and insights from a variety of authoritative sources. It serves as a trusted repository of knowledge and offers a wide range of topics.
Individuals or organizations can rely on accurate and up-to-date information with easy access to the system. 89% of millennials use search engines to find answers before contacting customer service. Using a knowledge base system can transform the search experience for reliable information. Let’s explore the benefits of utilizing an external knowledge base.
An external knowledge base refers to a repository of information and resources which is accessible to individuals outside of an organization or company. The archive serves as a valuable single source of knowledge and can be used by customers, partners or other external stakeholders. It helps in finding answers to their questions and gathering information about a company’s products, services or policies.
There are two types of external knowledge bases:
Explore how an external knowledge base can help businesses improve customer engagement, streamline support operations and build a stronger, more informed customer base.
External knowledge bases often involve contributions from industry experts who have specialized knowledge and experience. The experts can provide valuable insights and solutions to complex problems or challenges that an organization may face. Businesses can benefit from a wider range of perspectives and knowledge by accessing their expertise through this platform.
Businesses save a significant amount of time and money by having access to a knowledge base. Organizations can leverage the existing knowledge and resources provided by the knowledge base instead of investing resources in conducting extensive research. 36% of customers say companies should improve their search functionality and website usability which leads to overall cost savings.
External knowledge bases are updated regularly by the entities maintaining them. It ensures that the information available is current and relevant. Businesses can stay updated on the latest industry trends by utilizing a knowledge base, its best practices and technological advancements. The approach helps them to remain competitive and adapt to changing market conditions more effectively.
Employees can quickly find the information they need to perform their tasks or address customer service team inquiries with a knowledge base. The platform reduces the time spent searching for information internally that leads to increased productivity and efficiency. Having access to a well-structured system improves knowledge sharing and collaboration.
An external knowledge base can also benefit customer service operations. 88% of customers expect a company to have an online self-service knowledge base. Businesses can empower their customer service representatives to address customer inquiries more effectively by providing a comprehensive and readily accessible source of information.
Understanding the types of information included in an external knowledge base is essential for anyone looking to optimize their research or enhance their strategic approach.
1. Industry-specific information: The internal knowledge bases often contain industry-specific information related to various sectors. The knowledge bases contain detailed articles, studies, reports and other resources. They help users stay up to date with the latest trends, best practices and regulations in their respective industries.
2. Product or service documentation: Many companies utilize external knowledge base tips to store and provide access to product or service documentation. It includes user manuals, how-to guides, frequently asked questions (FAQs) and more. Users can easily search and find the information they need to effectively use or troubleshoot a particular product or service.
3. Tutorials and guides: Knowledge bases often contain tutorials and guides that provide step-by-step instructions for various tasks. They range from technical guides for software applications to DIY home improvement guides. The guides are designed to provide users with the knowledge and skills they need to accomplish specific tasks or projects.
4. Frequently asked questions (FAQs): FAQs are a common feature of external knowledge bases. They are collections of commonly asked questions and their corresponding answers. FAQs help users quickly find answers to their queries without having to contact customer support.
5. Information for authorized resellers: Businesses having authorized resellers use a knowledge base as a hub for relevant information. It can include details about pricing, product specifications and guidelines for promoting the products. Businesses can ensure consistency across their authorized reseller network by making this information readily available.
Following are the key steps and tips for setting up an external knowledge base that not only enhances collaboration but drives innovation within the business.
A well-designed template sets the tone for your knowledge base and improves user experience. It ensures consistency in layout, navigation and branding. Users can easily navigate through knowledge base articles and find the information they need quickly with a well-structured template.
Let’s consider an example of a software company setting up an external knowledge base. They choose a template that has separate sections for different software modules like troubleshooting, installation guides and updates. The template allows them to organize their knowledge base effectively, making it user-friendly and accessible.
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Adding content to the template helps to establish a well-rounded and comprehensive knowledge base. Businesses can enhance customer satisfaction and reduce the burden on their support teams by providing the necessary resources. It allows customers to find answers to their queries quickly and efficiently. It leads to higher customer retention rates and improved brand reputation.
The process of adding content to the template involves populating it with relevant articles, tutorials and troubleshooting guides. The resources serve as a comprehensive repository of information, accessible to customers at any time. They help address common customer queries and provide self-help solutions. It reduces the need for direct support.
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One crucial step in the process of setting up an external knowledge base is to identify the pain points of your target audience. The step involves understanding the specific challenges your audience faces and finding ways to address them effectively through your knowledge base.
A tailored knowledge base provides valuable solutions. It proves to be a valuable resource for your audience. Let’s consider setting up a knowledge base for a software company. While setting it up, you might identify common pain points such as installation difficulties, troubleshooting errors or understanding advanced features.
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Importing existing files is important because it allows you to gather and centralize all relevant information into one easily accessible location. It ensures that important resources and materials are not scattered across multiple platforms or devices. The files can include training materials, product guides, troubleshooting documents and any other relevant resources.
Let’s take an example where an external knowledge base for a software company is being set up. Customers can be provided with an extensive knowledge base for solving common issues by importing files such as installation guides. The approach reduces the need for constant customer support and empowers users to find solutions independently.
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Continuously enhancing your skills and knowledge is crucial. One effective way to do this is by seeking expert reviews for every article you create. This step plays a pivotal role in setting up an external knowledge base that can greatly benefit your organization.
You can reach out to industry influencers or thought leaders and request their input to set up a knowledge base through expert reviews. You can also join online communities or forums where experts actively engage in discussions and offer feedback. Collaborating with experts can lead to valuable relationships and open doors to new opportunities.
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Developing a detailed outline and bullet points of questions is crucial when setting up an external knowledge base. The platform serves as a roadmap for organizing and structuring the information you want to provide to your audience. It also helps in setting up a knowledge base by guiding content creators in identifying the key topics, subtopics and important questions. The system acts as a foundation for creating informative and well-structured articles, tutorials or FAQs.
Let’s consider you are setting up a knowledge base for a software company. Your detailed outline may include sections such as “Getting Started,” “Troubleshooting” and “Advanced Features.” Each section can then be further divided into specific topics and questions. It ensures that users can quickly find relevant information.
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Assigning individuals to input content into the KB also helps in setting up an external knowledge base by ensuring that the right people are responsible for managing and organizing the information. The individuals can be subject matter experts, customer support representatives or content creators who have the necessary expertise to contribute to the knowledge base effectively.
A software company may assign their developers and customer support team members to input content into the KB. The developers can provide information about product features, while the marketing team can add troubleshooting guides and FAQs. The collaboration ensures that accurate and up-to-date information is available to customers when they need it.
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Following are the key guidelines that help businesses to create a valuable resource that empowers users and reduces the demand on the support team.
One of the first things you need to do when creating an external knowledge base structure is to classify your content logically. It means organizing your articles or resources into relevant categories or sections. Let’s consider, if you’re running an e-commerce business, you might have categories like “Shipping,” “Product Information” and “Returns.”
Interlinking your articles for easy navigation important after your content is classified. Let’s take an external knowledge base example, if you have an article about “How to track your order,” you can include links to articles about “Understanding shipping statuses.” You create a web of information by interlinking your articles. 81% of all clients attempt to take care of issues themselves before reaching out to live customer support.
A knowledge base must be mobile friendly in this dynamic technological environment. It means designing your knowledge base to be responsive and accessible on different devices, such as smartphones. Consider using a responsive design that adapts to different screen sizes and formats. It ensures that your content is easily readable and navigable on mobile devices.
Understanding how the customers communicate is important to structure up an external knowledge base that truly meets their needs. 47% of corporations that possess a knowledge base saw a positive rise in sales. The approach refers to analyzing customer inquiries and feedback to identify common questions. Pay attention to the language and terminology your customers use, as well as the specific issues they encounter.
External knowledge base features have become an essential tool for businesses of all sizes. If you are considering implementing one for your organization, here are six key features to look for:
1. Customizable design: A good external knowledge base should allow you to customize the design and layout to match your branding. It ensures a seamless user experience and helps reinforce your company’s visual identity.
2. Search functionality: One of the most important features of an effective knowledge base is a robust search function. Users should be able to quickly and easily find the information they need by entering keywords or phrases. The search results should be relevant and presented in a user-friendly manner.
3. Categorization and tagging: The knowledge base should allow for categorization and tagging of articles to facilitate navigation. The approach allows users to browse through topics or filter content based on specific criteria, making it easier to locate relevant information.
4. Multimedia support: Including multimedia content in your knowledge base is essential. Look for a platform that supports the integration of images, videos and other visual elements. It makes the content more engaging and enables users to understand complex concepts more easily.
5. Integration and collaboration: Your external knowledge base features should seamlessly integrate with other tools and systems within your organization. Look for platforms that offer integration with customer relationship management (CRM) systems, help desk software and collaboration tools. It allows for a smoother workflow and ensures that your knowledge base remains up-to-date.
Check out some of the best external knowledge base tools available, each offering unique features to boost customer support, enhance user satisfaction and streamline your operations.
Veemo is a customer engagement platform that helps businesses improve their customer support and communication strategies. It offers a wide range of features and tools to streamline interactions to enhance customer satisfaction. One of its most powerful tools is its Best Knowledge Base Tool. The tool enables businesses to create and manage a centralized hub of information for their customers.
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Omni24 is a robust customer engagement platform that combines multiple tools to enhance customer experience and streamline communication for businesses. It helps companies provide excellent support by organizing and delivering the right information to customers at the right time with its Best Knowledge Base Tool.
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Zendesk Guide is a comprehensive knowledge base tool. It offers a wide range of features to enhance customer support. The platform allows you to organize articles, FAQs and community forums easily. You can customize the look and feel of your knowledge base to match your brand with its intuitive interface.
Help Scout is another fantastic knowledge base tool that focuses on simplicity and ease of use. It offers a clean and minimalistic interface. The interface makes it easy for both customers and support agents to navigate. Help Scout allows you to create and organize articles as well as collaborate with your team to keep your knowledge base up to date.
Having access to reliable information in a centralized structure is crucial in this dynamic business environment. An External Knowledge Base is a comprehensive source of knowledge for all kinds of organizational search queries. The platform offers well-researched, accurate and up-to-date information. It ensures that you stay informed and enlightened. You can consider this platform for all your knowledge needs instead of wasting your time searching multiple sources.
A knowledge base is a valuable resource for businesses and their customers. It provides a central hub for storing information, such as FAQs, tutorials and troubleshooting guides. Businesses can empower their customers to find answers to their questions quickly and independently by creating a knowledge base. It reduces the need for customer support. The system also helps businesses establish themselves as experts in their industry and build trust with customers.
The platform captures a wide range of knowledge that can be accessed by individuals outside of a specific organization or community. The knowledge can include expert insights, technical information, problem-solving solutions and other relevant data. It serves as a repository of valuable information that can be utilized by external stakeholders to enhance their understanding and decision-making in various fields of interest.
Planning your external knowledge base content is crucial for creating a valuable and user-friendly resource. Start by identifying your target audience and their needs. Research and organize your content into relevant categories and subtopics. Create a content calendar to schedule your articles, videos or tutorials. Make sure to optimize your content for search engines and regularly update your knowledge base to keep it current.
External sources of knowledge refer to information and insights obtained from outside of one’s own personal experiences. The sources can include books, research papers, articles, online resources and conversations with knowledgeable individuals. Incorporating external knowledge into our own understanding allows us to broaden our perspective and deepen our understanding of various subjects.
Building an external knowledge base can greatly benefit a company by centralizing information and improving accessibility. Start by identifying the key topics and information to include, then choose the right platform to host your knowledge base. Organize the content in a user-friendly manner and regularly maintain it. Encourage collaboration and feedback from employees to ensure the knowledge base remains valuable.
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