While an internal knowledge base should generally be company-wide, you may still need to consider whether you want to manage user access and permissions to particular topics or content. This approach keeps your knowledge base at its best, while inviting your employees to work as a community and take part in your company’s overall growth. If you don’t continuously evolve as a company, you’ll likely fall behind. Create meaningful employee surveys or schedule small team meetings with managers to get feedback. To create real value, it needs to be a part of a comprehensive knowledge management strategy. When information is readily available and employees are encouraged to contribute to this growing body of knowledge, your staff is empowered to take pride in their role. As the name implies, a knowledge base is a great place to store, manage, and share knowledge across your company. Unfortunately, a lot of companies don’t invest in online help center software or their knowledge base. Knowledge bases also make it easier to find information, because each article or document can be tagged according to a particular category or categories making search a cinch. If you have a sea of knowledge base content, clear, concise, and consistent categories and topics can help temper a swell of articles. Examine how your customers are using your company’s knowledge base. When creating a new knowledge base entry, customer service agents should first search the knowledge base to see if an article with a similar topic currently exists. After all, they are the ones who will be using it. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, at a moment’s notice. Here are some data points you can leverage to figure out what you should tackle: The bottom line is that you should focus on your biggest support pain points and bottlenecks. That’s why you want your knowledge base filled with relevant information and resources that are created with your employees in mind. But consider the following scenario: You’re a customer service manager at a popular rideshare service. Do you have spreadsheets of marketing material for your sales team? Building a knowledge base works best when you document the solutions to common issues or situations. This way, employees can easily contribute to your intranet while keeping their work uniform. But how do you build one? Forming a new nonprofit might be the most complicated way to act on your passion to serve your community. Keep a pulse on these questions and you’ll identify opportunities for improvement, including topics you need to cover, feature sets you should introduce, and methodologies you should employ to better tag your content. Let’s say one of your sales reps created an article about handling difficult situations with potential customers. If you’re not sure where to invest your time and attention, try narrowing your attention to initiatives that will help you expedite more processes and solve customers’ pain points faster. ... tutorials, FAQs, and other knowledge base resources to help aid customers. If you’re truly gridlocked with your decision, consider using a few different trials. The biggest challenge for most new nonprofits is to develop and maintain reliable income streams. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. Take pride in the tools you provide your employees, and they will take pride in the work they create with your resources. The good news is you’ve already conducted the bulk of your work in the first step. nothing more than finding the best way to record the knowledge so it could be easily reused on demand to teach someone to do something In other words, you’ll want to set up systems that can grow with your business over the long term. Encourage your employees from different teams to create blogs and articles for marketing purposes. Sure, setting up a company knowledge base will take considerable time and effort, but by using the tips outlined above, you’re sure to realize the maximum ROI for all your upfront efforts. This knowledge-centered approach is designed to help your departments work more efficiently. Early in the process, you need to decide between homegrown and third-party technology—a solution you build and maintain on your own versus one that you can start using out of the box. Then all there is to completing the setup of your knowledge base in Google Drive is to (1) add your company’s employees as members of the Drive and (2) create … A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. That’s why content planning is so important. Make sure your management and marketing people have a say in managing the knowledge base. An alternate way to describe this step: Focus on two-way communication. This increases efficiency and productivity because employees can find what they need, no matter where they are. They’re also sometimes known as wikis – you can think of them as a Wikipedia just for your company. In some instances, the information you need is already created and you only have to pull the necessary information together. Not sure how to get started? This customer received an automated “support” message with answers to frequently asked questions. Focus on building out the knowledge base that tackles the needs of the greatest number of people. Analyze and improve. By enabling social features in your platform, everyone in your organization can engage with each other and their work. You can also track member activity by using your analytics tool. By now, you have a comprehensive list of features and solution requirements. hbspt.cta.load(347412, 'add45ade-35bb-4c79-9cbb-88a2cc1efba7', {}); Tim is president and co-founder of Axero Solutions, a leading intranet software vendor. Consider adding frequently asked questions, important issues and topics, and guides for different teams in your company. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). If there are errors, anyone—or a select few—can update the content or bring it to the attention of a higher-up. Caring about your online knowledge base is caring about the internal growth of your company. However, if it is necessary to create articles for your knowledge base, keep in … Encourage employees to be part of your knowledge base. How many deals did you close in Q2 of last year? You need a strong writer to make sure your copy is powerful and empathetic. Rather than letting your software choose you (and selecting the easiest option), you can develop the technology that’s right for your business, use case, and customers. Write the knowledge base articles. An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. Make sure that all of these vantage points are present in your initial research, design, and planning process. The first step to a well-designed knowledge base is simplicity. That’s why a strong company knowledge base can improve every aspect of your business. Understand what content receives the most views and engagement. Yes, I'd Like to Learn More About Communifire, 10251 Vista Sorrento Pkwy, Suite 280, San Diego, CA 92121, 855.AXERO.55 (Open Monday to Friday 09h00 - 17h00 Pacific Time). You might be picturing documents, the employee handbook, reports, spreadsheets, and notes. A simple knowledge base design makes for easy navigation and quick answer finding—just what self-sufficient customers want. Join over 76,342 people who already subscribed. Before launching your earliest version of your knowledge hub, make sure that your content categories and taxonomy are aligned with your long-term vision. Your intranet is the perfect home for your company knowledge base because it simplifies how your employees do their jobs. At this stage, many support teams will want to jump into “execution” mode and start launching new tech. First, the customer has to actually be able to find answers to their questions. Hooray! Your online knowledge base streamlines external communications with potential leads, current customers, and visitors on your public website, because information is readily available for everyone. Now it’s time for synthesis, analysis, and pattern detection. Follow These Three Rules, 3 Day Intranet Lightning Launch, Employee Recognition Tour, and 9 Ways to Make an Announcement. This keeps your staff educated about different factions in your company and answers questions for your customers, immediately. 1. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. Think of a knowledge base as your company’s personal Google—everything pertinent to daily operations is searchable and always accessible. When it comes to what you use for your online knowledge base, your intranet is the perfect solution—as long as it supports knowledge management. In fact, customization is one of the top knowledge management trends this year. A knowledge base is a great tool for improving your customer experience. Calculate and Improve Your Customer Retention Rate, Why Help Desk Software Reviews are Serving Up a Better Customer Experience, How to Offer the Best Customer Service Available, © Copyright 2020 Salesforce.com, inc. All rights reserved. It’s much more work than throwing together a few “help” articles and picking the right subdomain. Building a knowledge base is an instrumental process for any organization, no matter the size. Otherwise, what’s the point? He's also a bestselling author of Who the Hell Wants to Work for You? This information should live in your company knowledge base. Your online knowledge base grows with your company. Imagine your own personal frustrations in reading unhelpful articles, having roundabout conversations with automated or outsourced live chat representatives, or fumbling around trying to get a quick piece of information. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. Build a knowledge base that continues to grow and evolve with your company. To maintain an effective company knowledge base, you need to treat it like a growing, living system that needs to evolve over time. When everything lives in one place, employees don’t waste time searching for files, bouncing between different platforms, or accidentally viewing older versions of documents. Who the Hell Wants to Work for You? Build a Knowledge Base• Create a navigational structure - Although it may change with use, create a menu for navigation at the outset to make it easy for your team to start finding their way around.• Seed your wiki - No one wants to be the first to contribute … Mastering Employee Engagement. Did you have any new project releases? A robust employee directory will create connections—a powerful way to exchange knowledge in your organization. You’ll create an inviting community that supports personal growth for every member in your organization. The most comprehensive resource for managers (and future managers) who want to make a real difference in their organizations. Go beyond the standard questions and also include personal interests and past experiences. You may be familiar with the term “minimum viable product.” This is a term that product and engineering teams use to describe early versions of a feature set or new release. Think about who the content is for and what the purpose is. An online knowledge base is one of the most cost-effective support channels because it gives customers easy access to information that would otherwise require contact with the company's staff. See what is truly possible with Communifire's modern, flexible intranet solution. The bottom line: You’ll want to ensure you’re focused on the right customer questions and pain points (what’s the point of a knowledge base that focuses on the wrong topic areas?). Build a knowledge base that continues to grow and evolve with your company. Just like that, your employees are engaging, learning, and growing, together. According to a Nielson survey, 59% of consumers prefer to buy new products from brands familiar to them. There are dozens of tools to help you build a knowledge base on your site—you'll find a documentation tool in most of the best customer support apps, where you can write in rich-text, HTML, or Markdown and easily publish your documentation online. It’s after hours, and you want to reduce the number of employees you have working late. The information you provide your employees needs to be easy to read and support their specific needs. Do your team members face similar issues in their departments? He leaves a comment with his additions and the author adds it. High-performing knowledge bases are win-wins for your business and your community. It helps your employees do their jobs well, stay informed about your company’s progress, and reduces bottlenecks. A well-executed knowledge base will improve employee productivity and thus, business output, by decreasing the time spent trying to find information. Another idea: Have premade templates handy when employees create their own content. Forethought and planning. It’s the best option to store customer data, market reports, product details, and employee documents. Chances are, the answer is yes. Tettra is a powerful internal knowledge base, wiki and expert system. No one has the experience and insight that you do. Here's the basic process of building a knowledge base: Decide on the core elements of your knowledge base. Centralize what your departments need and watch customer satisfaction and retention improve, profits grow, and happier employees take ownership in their roles. Build your knowledge base MVP as an internal solution. However, it’s also a project that, when done right, can pay huge dividends across your entire organization. The key to creating a simple knowledge base that empowers customers? Content hubs are deceptively complex to create. Otherwise, nobody will be able to access the precise information they need in the moments they need it most. It helps employees access important information to address customer service issues, resolve problems, and gain insight for workforce collaboration. Choose metrics and key performance indicators (KPIs) to track over time. Why (and How) to Build… “Knowledge is power.” This theme has been demonstrated countless times throughout history, from the huge conflicts that spanned the globe, to the meteoric rises that many businesses have seen, down to the conversations held at the dinner table. The answer is simple: Focus on impact. If you wish to ensure long-term business success, you must have a document for everything. A knowledge base requires rigorous structure and planning. Another salesperson, who’s been working for your company for a decade, noticed two pivotal situations were missing and the team needs to know about it. Many businesses implement a knowledge base for their customers or clients – it can be a huge boon to customer service.What a lot of companies don’t realize is that a knowledge base can come in just as handy for improving their internal operations.. As companies grow and evolve, they often find themselves with a wealth of information and procedures that employees need to know and follow. Most of all, a knowledge base should build upon itself to coalesce into an … It delivers the highest return relative to risk. Adding your company’s branding to your online knowledge base takes little effort but has powerful effects. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. Implement a system of analytics, so you understand how people are using your content. Agree on the structure of the content. Or maybe you’re visualizing your software. Test a part of your plan on each platform you’re considering. (Knowledge Base Article) Know the alternatives. The platform provides reporting on what customers are looking for and where content can be improved, allowing for regular optimization as well. They can even collaborate on the same document, together. If you are searching for a way to get a “deer in the headlights” moment from a millennial, you could do worse than call their smartphone. Collect All Appropriate Data. The concept of an MVP is one you should apply to your knowledge base as well. When you did your research, you kickstarted the beginning stages of a landscape assessment. The content inside your company knowledge base has to be searchable. How to Create a Simple Knowledge Base that Empowers Customers, Step 1: Conduct Thorough, Cross-Functional Research, Step 2: Define Your Minimum Viable Product (MVP), Step 3: Determine Your Taxonomy and Content Plan, Step 5: Build Out the Right Analytic Capabilities, See how Service Cloud can help you grow and optimize your business, Start free trial of Service cloud for 30 days, rely on data—systems that you build early on. This is where the creation of your knowledge base flows into the ongoing task of knowledge management. To make this happen, you need to rely on data—systems that you build early on in your technical infrastructure. Here’s a few examples from our company knowledge base: When building the best company knowledge base, it's important to always keep your employees in mind. A streamlined navigation will take your user experience to the next level. With intranet software, you have a host of intuitive search indexes, collaboration tools, and you also encourage a more focused staff by storing internal information in the same place where employees get stuff done. Your customer support team can publish a “Frequently Asked Questions” article. Take a moment and imagine what your company knowledge base looks like. Get free expert advice and tips on how to make your organization a better place to work. Add visuals. Mastering Employee Engagement, Explore the Newest Communifire 8.0, Customize Intranet Navigation, and Streamline Your To-Do List, Announcing Communifire 8.0: Better Ways to Find Your Way, Latest Intranet Product Updates and Tips to Improve Employee Engagement and Customer Support, Announcing New Intranet Timeout Update to Increase Security and Overview of Extranet Features, Okta Intranet Integration, Streamline Customer Support, Manage Work-Life Balance, and 30 New Updates, Intranet Active Directory Update, New Remote Work Resource Center, Optimize Your Content, Got Annoying Coworkers? At first glance, it may seem like you just need to create some articles and standardize some processes to answer some frequently asked questions (FAQs). It also aligns your employees closer to your organization. Knowledge content can range from short articles to multi-page documents to rich media galleries. As a small business, you may be competing against big brands with devoted customers and unlimited marketing budgets. If your employees are already receive a lot of emails and meetings, there’s other ways to gage what’s working. Remember that a knowledge hub is a living, breathing thing. It needs to have new insight and data whenever there is new information available. Look for ways to improve. Here’s a checklist to keep in mind when scoping out your technology plan: You’ll also want to consider the following features: Your technology should adapt to your needs and, most importantly, be sustainable from a UX, feasibility, and maintenance standpoint. Knowledge management software encourages your employees to add their insight and contribute to your thriving community. Make sure that your content categories are well-defined at the time of launch. communications with colleagues, company announcements, and answers to questions.) Care about the methodologies and practices you use to capture, structure, use, and reuse knowledge—your employees will thank you. When fully implemented, a common KM system that is available to all stages in the services lifecycle improves decision making; reduces duplication of effort and rediscovery of knowledge; reduces costs; and empowers customers, users, and all of IT. She gives the article a like. In Status, managing permissions is easily adding a specific set of people to the “Who can read” section of topics. The Framework for Creating an Effective Knowledge Base Article. Capture and reuse knowledge. So, now that you know about the common types of knowledge bases, the next step is to decide which one to create. The advantage of employing an effective knowledge base is clear and the results are a win for both customer and company. When your customers have questions, they can easily access your knowledge base and get the answers they need without having to reach out to or wait for your support team. Salesforce.com, inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. Of course, simply having an internal knowledge base is not enough to reap these benefits. How to build an awesome Knowledge Base Wiki in SharePoint Online using modern pages Posted on May 7, 2019 | SharePoint From my experience implementing SharePoint Intranets, the most frequent request from companies (after document management) is the ability to create some sort of Knowledge Base Wiki in SharePoint Online. It’s amazing what you can do when you organize your information so that people can find what they’re looking for. Done wrong, however, a knowledge base can wreak havoc on your business. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology To the best extent possible, you’ll want to define the following: To better organize your content and make it more accessible on your website. FAQs that phone reps are unnecessarily fielding, Security and compliance considerations from your IT and legal teams, Ability to share, analyze, and export data, Ability to integrate systems and connect platforms, Decrease in internet support requests that escalate into phone calls. Use personal activity streams so others can see who’s working on what and can ask questions. Your online knowledge base can store these articles for everyone to access today, tomorrow, or months from now. At any given time, your team will have an unending to-do list with steps to take and initiatives to try. Legal Knowledge Base: What about contract approvals, policies, or trademarks? The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. Here are 12 essential tips to create the best online knowledge base for your company. How to Build a Knowledge Base. To resolve most issues, you route customers through an automated system with answers to common questions. We recommend talking to your employees—they are the ones who understand, firsthand, what’s working and what could use tweaking. Your customer support reps can find similar cases they’re working on, new employees can find training guides, and your sales team can find email templates to handle sensitive deals. Enable your people to comment, like, and share content to team members or other departments. ( and future managers ) who want to set up systems that grow. Resource to large and small companies alike permissions is easily adding a specific set of people comment... 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To the benefit of both existing and future managers ) who want to the!, everyone in your online knowledge base a true, human-like experience sales team for one, want.