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7 Steps to Creating a Knowledge Base Customers Want to Use
create a knowledge base
Essential
Customers
A knowledge base is important for today's sales and marketing teams . It provides a smoother customer experience by providing immediate and helpful answers to simple questions.

Creating a comprehensive resource about your products or services can be difficult. However, it will help you improve customer service. It will also allow you to gain trust and authority with your customers.

In this article, we'll cover the steps to creating a useful content repository that's valuable, engaging, and well-designed.

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Why do you need a knowledge base ?
Creating a knowledge base is a win-win scenario for both businesses and customers. According to Capterra, 37% of consumers in Mexico have stopped purchasing from a company due to poor customer service .

A knowledge base is a way to organize all your useful content in one place. It helps customers find information quickly, which they love. It also allows your support team to focus on more complicated inquiries. Plus, it's accessible to anyone in your company who needs to review certain processes.

There are two types of knowledge bases: internal (accessible only to employees) and external (accessible to customers).


Internal knowledge bases contain information private to employees. They include company documents, processes, and structures. They also offer technical support for company tools.

Putting all information in one accessible place improves productivity and team alignment. It reduces the time current team members spend searching for information and speeds up the onboarding of new employees. It also eliminates confusion and preserves company knowledge.

External knowledge bases contain customer service information. These are used to configure, troubleshoot common problems, or get the most out of the products or services companies offer. Customer-oriented knowledge bases improve the level of service, especially by providing 24/7 support. Immediate solutions to basic or common questions are also important.

In this article, we'll focus on creating external, customer-oriented knowledge bases. However, you can also use the same strategy to create your internal version.

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What should a knowledge base include ?
The knowledge base exists to help customers or team members with common questions, procedures, best practices, and more.

A typical knowledge base system may include the following:

Step-by-step guides and tips for using your forex database product or service

Original content for detailed solutions and troubleshooting

Video tutorials and other visual aids

Information or background of public companies

Approved integrations and plugins

Information on pricing, billing , and subscription management

Some knowledge databases are designed with artificial intelligence , allowing them to interact with users and answer their questions. In contrast, others function solely as indexed encyclopedias. The sections you include will depend on the complexity of your product. A simple FAQ section will suffice for some, while others will need a structured system for smooth navigation.