Български 
Čeština 
Dansk 
Deutsch 
Eesti 
Español 
Français 
Ελληνικα 
Hrvatski 
Italiano 
Latviešu 
Lietuviškai 
Magyar 
Nederlands 
Norsk bokmål 
Polski 
Română 
Русский 
Slovenčina 
Slovenščina 
简体中文 
Tagalog 
Tiếng Việt 
العربية 
Português 
What is a knowledge base?
Knowledge base is a part of your Help Center, which offers self-service content. It provides the customers with documentation of your products.
Knowledge base can be beneficial for both the customers and agent. Customers can find solutions to their problems here, without having to contact support team. Agents are enabled to work with less tickets and can see them directly in the Knowledge base. With free knowledge base software, your agents can focus on critical issues and spend less time dealing with repetitive inquiries.
Learn more about Knowledge Base in LiveAgent.
Watch a video about the knowledge base
LiveAgent help desk software is a powerful customer service and knowledge base tool. It helps businesses provide quick and efficient customer service solutions for their customers. Its knowledge base is an expansive and well-designed database of information. It helps customers quickly search for answers to their questions, and reduces time spent on solving customer inquiries. LiveAgent also provides an intuitive user interface and analytics about the customer service process, allowing businesses to track performance and maintain high customer satisfaction.
Topics
- concept of knowledge base
- types of knowledge bases
- what to include in a knowledge base
Video summary
This video discusses the concept of a knowledge base, its types, and what should be included in one. A knowledge base is a library of information about a product and includes frequently asked questions, how-to guides and troubleshooting instructions. The video explains how knowledge bases can scale out customer support programs and improve overall customer experiences. There are two types of knowledge bases, namely internal and external, with each having unique benefits, including increased productivity, reduced onboarding costs, and improved communication and collaboration. A comprehensive knowledge base can reduce customer support costs while increasing customer satisfaction and reducing wait times. The video lists various items that can be included in a knowledge base, such as FAQs, how-to guides, tutorials, reference documentation, release notes, white papers, case studies, news and updates, community forums, and glossaries. Specialized knowledge-based software can be used to create, update, and organize knowledge bases systematically. The video ends with a call to action to subscribe to their channel to get up-to-date information on technical writing, information architecture, and related subjects.
Amongst many other benefits, integrating a knowledge base into your branding strategy can significantly impact and improve your Google rankings. Explore how a knowledge base can take the lead and outperform competitors.
Frequently Asked Questions
What is a knowledge base?
A knowledge base is an online self-service library that contains information about products and services, specific issues, and other brand-specific topics. They help clients, but also employees, to acquire knowledge that they do not have and they need to solve the problem.
What is a hosted knowledge base?
A hosted knowledge base is a centralized online repository of information that is managed and maintained by a third-party provider. It is typically hosted on a cloud-based platform, allowing users to access and contribute to the information from any location with an internet connection. Hosted KB can be used for a variety of purposes, such as customer support, knowledge sharing within an organization, or as a resource for specific fields of expertise. They often include features such as search functionality, categorization, and collaboration tools to facilitate efficient access and management of the information.
What are the benefits of a knowledge base?
One of the key benefits is the ability to centralize and organize information. By storing all relevant information in one place, it becomes easier for individuals to access and utilize it, leading to increased efficiency and productivity. Additionally, by providing an easy access to a wealth of information and expertise, individuals can make more informed decisions and address issues more effectively. A knowledge base can also facilitate collaboration and knowledge sharing within an organization by allowing employees to contribute their expertise and insights.
How do you implement a knowledge base?
First, define the purpose of the knowledge base, and determine what kind of information needs to be included and how it will be organized and managed. Next, choose a platform/software to host your KB. Gather and organize information into categories, create and upload content such as FAQs, guides, and articles. Lastly, promote the KB within your organization and regularly update the content to maintain its accuracy.
What does a knowledge base include?
What the knowledge base contains depends on its purpose. If it is needed for internal use of the company, it contains information on individual processes of the HR department or the legal department, explains exactly how the product works, and how to solve the client's problem. It can also be for external use, in which case it will contain information about products and services that may be useful to customers.
How does the knowledge base work in LiveAgent?
The Knowledge Base in LiveAgent allows you to create categories in the customer portal based on your products and services as well as customer types. Customers have access to content (in a form of articles, videos, tutorials, etc.) that can help them handle problems they may experience while using products or services offered by your company. You can customize it according to the available templates or adapt it to your needs.
![Expert badge]()
Expert’s note
Expert’s noteA knowledge base empowers customers to find solutions quickly and efficiently while freeing up agents to focus on complex issues. It is an essential tool for providing stellar customer service.
AI knowledge base: Your gateway to more efficient operations
AI is revolutionizing marketing by enabling personalized recommendations, chatbots, predictive analytics, and content creation. It streamlines efficiency and enhances customer experience, giving businesses a competitive edge. AI has the potential to transform growth marketing and nurture customer relationships. AI knowledge bases offer a wealth of benefits, automating tasks and providing personalized recommendations. The future holds advanced chatbots, voice-based interactions, and integration with virtual assistants. AI knowledge bases are becoming integral to business processes, boosting efficiency and improving customer service.
Explore the 12 key internal and external benefits of a knowledge base
Explore the benefits of knowledge bases for businesses. They enhance customer experiences, streamline operations, and foster growth across various industries like healthcare, IT, and education. Implement a tailored solution to elevate customer satisfaction and achieve organizational goals.
