6 steps to setting up a knowledge base in your company
Posted: Sat Dec 21, 2024 4:16 am
Knowledge base, knowledge base, wiki, FAQ … several terms to illustrate the same objective: helping your audience answer the questions they ask and increasing the satisfaction rate .
Here are 6 steps to setting up an effective knowledge base [+1 bonus] .
Determine the objectives and target of your knowledge base
Once you have clearly identified the usefulness of the america cell phone number list knowledge base , and you have convinced your management, the first question to ask yourself is: What needs will this knowledge base meet? Who will the users be?
In general, we distinguish 2 types of audiences:
1.1. A knowledge base for your customers
Very useful in pre-sales , for example if you have an e-commerce site (size guide, shipping costs, etc.) or services.
For example, on the car rental website Zotcar.com, you can find the general terms and conditions of sale, cancellation and refund conditions, return conditions, payment methods, etc.
Zotcar knowledge base
In after-sales service , it is relevant to answer frequently asked questions about the use of a product or service. For example, we are thinking of telephone operators.
1.2. A knowledge base for your employees
In this case, it acts as an internal knowledge base , like the information jealously guarded and centralized in the intranet.
Which teams spend time answering recurring questions? The community manager who manages your Facebook Messenger account? Customer service? Sales?
Do you have problems with information sharing, communication or information leaks due to high turnover? On what type of information?
This includes call centers ( customer service ) that receive daily calls and need to answer questions quickly. This database also allows you to train your teams during their integration process.
At this stage, you can also identify KPIs that will allow you to assess whether your knowledge base is used and effective (more on this subject in bonus part No. 7).
Identify the structure of the knowledge base
How will you organize the information in your knowledge base? What will be the entries and structure of your knowledge base?
Here are different types of knowledge base structure:
By most frequent subjects and themes . This is the case of Orange which highlights emergencies and troubleshooting or Ikea.
Here are 6 steps to setting up an effective knowledge base [+1 bonus] .
Determine the objectives and target of your knowledge base
Once you have clearly identified the usefulness of the america cell phone number list knowledge base , and you have convinced your management, the first question to ask yourself is: What needs will this knowledge base meet? Who will the users be?
In general, we distinguish 2 types of audiences:
1.1. A knowledge base for your customers
Very useful in pre-sales , for example if you have an e-commerce site (size guide, shipping costs, etc.) or services.
For example, on the car rental website Zotcar.com, you can find the general terms and conditions of sale, cancellation and refund conditions, return conditions, payment methods, etc.
Zotcar knowledge base
In after-sales service , it is relevant to answer frequently asked questions about the use of a product or service. For example, we are thinking of telephone operators.
1.2. A knowledge base for your employees
In this case, it acts as an internal knowledge base , like the information jealously guarded and centralized in the intranet.
Which teams spend time answering recurring questions? The community manager who manages your Facebook Messenger account? Customer service? Sales?
Do you have problems with information sharing, communication or information leaks due to high turnover? On what type of information?
This includes call centers ( customer service ) that receive daily calls and need to answer questions quickly. This database also allows you to train your teams during their integration process.
At this stage, you can also identify KPIs that will allow you to assess whether your knowledge base is used and effective (more on this subject in bonus part No. 7).
Identify the structure of the knowledge base
How will you organize the information in your knowledge base? What will be the entries and structure of your knowledge base?
Here are different types of knowledge base structure:
By most frequent subjects and themes . This is the case of Orange which highlights emergencies and troubleshooting or Ikea.