Knowledge Base

A Knowledge Base is a published collection of documentation that typically includes answers to frequently asked questions (FAQs), how-to guides, and troubleshooting instructions. Its purpose is to make it easy for people to find solutions to their problems without having to ask for help.

Knowledge bases can be aimed both at external and internal audiences and can serve many different purposes. For example, a company may maintain FAQs and maintenance instructions in a customer-facing knowledge base and also have an internal knowledge base for their employees to understand company policies, learn work-related tools or to help customer care agents to better manage customer requests.

There are several reasons why a KB can help to effectively resolve customer issues and to provide a better customer service experience:

  • It may include, into replies to customers, rich text that give them the chance to receive the information they need in the most effective way they can absorb

  • It can be up and running 24/7

  • It may provide specific replies to specific customers questions, delivering them only the piece of information they need in a certain moment

  • It can provide useful insights. In particular, analyzing the queries coming from the customers, can be found the most common searches they perform or the typical issues they request support for. This information can be very useful to improve the KB in terms of content and to identify the areas where products and services a company gives must improve

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