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We’ve all been there, the app you frequently use suddenly stops working, or you just don’t know how to correctly configure software you just downloaded.
When this happens, you either call for support or rush to look up the issue. A knowledge base could save you from this trouble by enabling you to quickly find the information without contacting customer support.
In this blog, we will discuss different knowledge base examples, share their benefits, and provide the key elements to consider when creating one.
What is a knowledge base?
A knowledge base is a centralized repository that stores information, data, and facts to help users resolve issues efficiently.
It includes a collection of self-help articles, frequently asked questions, guides, and tutorial videos on a brand’s products or services.
This knowledge hub helps users to quickly find solutions to common queries independently, troubleshoot problems, and learn more about a company’s product or service.
Key elements of good knowledge base examples
What makes a good knowledge base example? You need to consider the following elements when creating a knowledge base.
Articles and categories
Related content in a knowledge base can be grouped into categories, allowing users to navigate the system easily and find relevant articles.
Artificial intelligence features suggest related categories or subcategories based on user search behaviors and interaction trends, improving the organization’s findability of articles.
This reduces the effort required for classification.
Powerful search functionality
A knowledge base system has AI powered search engine that analyzes key words as you type to provide relevant article suggestions.
This allows users to find information without going through lengthy articles, which, in turn, enhances efficiency.
Customizable site design
Users can customize the appearance of the knowledge base, so it becomes visually appealing and matches the brand needs.
It can let you tailor the following elements:
- Adding your company logo and brand colors for consistency
- Setting up intuitive menus and categories
- Adjusting font size and switching between dark and light modes
- Including images and videos to make the content more interesting
- Adding and removing categories
Call-to-action
A call-to-action acts as a guide that directs users to the next step when they have not found the information they are looking for. It might suggest checking out more related articles, using advanced tools, or reaching out for more assistance.
This encourages users to interact further, enabling them to understand well and have a better user experience.
Feedback options
Knowledge base tools allow users to provide feedback on the usefulness of the articles.
Users are able to comment on specific articles, giving suggestions that can help improve the tool.
The importance of well-designed knowledge base
With 81% of customers seeking self-service options in brands they engage with (NICE), having a knowledge base is proving to be efficient more than ever.
A comprehensive knowledge base gives you the following benefits:
Helps in quick issue resolution
Centralizing information in one place allows users to find answers to common problems, saving time compared to alternatives channels like phone calls, where users often have to wait on hold for long.
Also, support agents spend less time handling queries as they can quickly access all the information required to address customer issues from the internal knowledge base.
Enhances 24/7 support
Offering users self-service resources around the clock allows customers to resolve issues at their own convenience without reaching out to support agents.
Boosts SEO
A well-organized knowledge base enhances SEO rankings by offering valuable, keyword-rich content that search engines can read, thereby increasing visibility.
When Google ranks your website, it uses these keywords to gauge your expertise in the industry and ranks you higher on its search engine.
Increases efficiency
Support agents can find information quickly from the internal knowledge base, reducing resolution times and increasing productivity.
This boosts your reputation as a source of reliable customer support.
Preserves the knowledge of the organization
Businesses retain valuable information in cases where experienced employees leave or in the event of natural disasters such as fire outbreaks and floods.
New employees are able to access training materials and learn without the need to consult senior employees.
The best knowledge base examples for your business
Effective knowledge management begins with choosing the right software that fits the user’s needs.
Here are some of the top external and internal knowledge base examples to help you get started.
BoldDesk’s knowledge base design
Syncfusion’s BoldDesk® provides an intuitive, well-designed knowledge base software to enhance information sharing.
The software is used internally by employees to create, store, manage, and share company data, policies, and onboarding materials. It also enhances internal collaboration, employee self-service, and provides Syncfusion’s clients with information on how to set up and use its SaaS products.
BoldDesk’s knowledge base has a user-friendly interface and dynamic search engine that helps users quickly find the information they need.
Features of BoldDesk’s knowledge base
Artificial intelligence and automation
BoldDesk’s knowledge base is integrated with artificial intelligence features that allow users to carry out a variety of actions, including:
- Suggesting relevant articles as you type in the search box
- Summarizing lengthy content
- Suggesting article titles and meta descriptions to enhance SEO ranking
- Delivering error-free answers
Automation has made managing knowledge base content easier and more efficient in the following ways:
- Allowing for automatic updates based on preset schedules to ensure knowledge base content stays current and relevant.
- Categorizing articles and tags makes it easier for users to retrieve data.
- Assigning tasks like approvals and reviews to appropriate team members based on workflow rules.
- Sending alerts notifying support staff of any pending tasks or updates required to ensure timely workflows.
Users can find answers in the knowledge base with an AI-enhanced search feature.
Multilingual support
BoldDesk has got clients all over the world, it allows users to translate articles across multiple languages in real-time.
The software tool helps businesses reach out to a wide range of customers and efficiently provide support, regardless of language barriers.
Reports and analytics
The software has inbuilt knowledge base metrics that give insights into how well the tool is meeting user needs.
The data is essential as it helps make informed improvements to content. The following metrics can be tracked:
- Views
- Likes
- Dislikes
- Comments
Call-to-action
BoldDesk’s call-to-action feature is positioned at the end of each article to allow users to conveniently contact support for further clarification or personalization.
This enhances user experience, encourages active engagement, and improves the effectiveness of the knowledge base.
BoldDesk provides all these powerful features at an unbeatable price and allows you to scale without compromising performance, accessibility, or user experience.
To find out more on how you can utilize this knowledge base example to create your own effective and comprehensive self-help section, contact us to book a live demo.
You can also sign up for a free trial to discover how you can empower your customers to find solutions independently using BoldDesk knowledge base software.
Nike’s simple knowledge base example layout
Nike is a global sportswear brand headquartered in Oregon, USA. Its help center has a resourceful knowledge base with FAQs organized by topic in the “Quick Assists” section.
It keeps things simple by providing a search bar, and an additional Contact Us section with phone numbers, chat options, and other ways to get support.
Spotify’s uniform support center
Spotify is an online music streaming site. Its knowledge base is organized into categories where each category addresses a particular topic.
The knowledge base has auto-suggestions enabled, such that suggestions with direct links appear beneath the search field as soon as you begin typing in your question.
Dropbox’s detailed design
Dropbox is a popular cloud storage service. Dropbox’s knowledge base consists of a detailed help center that manages common questions.
Dropbox’s design uses a large font and well-spaced categories. As users scroll from the top down, they are welcomed with a search bar and FAQs organized into categories.
Asana’s branded knowledge base example
Asana‘s knowledge base is consistent with its brand colors and design, with large, easily readable fonts.
Their page features a large search bar where customers can search for articles, guides, and tutorials on related topics.
Google Workspace detailed knowledge base example
Google Workspace has one of the best knowledge base examples. It is available through its help center and provides detailed support resources.
It includes FAQs, video tutorials, and interactive guides covering various Workspace apps like Gmail, Google Drive, and Google Meet.
The knowledge base has an overview section where customers can view common questions.
Amazon Web Services’ well-featured knowledge base example
Amazon Web Services has a well-organized knowledge center comprising articles, FAQs, and community groups.
It employs sidebar navigation and a sticky banner with a search bar and an ask-question button. There is a mega menu below the search bar where users can select questions, articles, tags, topics and community groups.
Airbnb effective knowledge base example
Airbnb has a simple yet effective knowledge base design. It has a large search bar at the center of the page that welcomes any site visitor.
It also has sections for both guests and hosts in its help center. The welcoming question near the search bar is a clever way for Airbnb to grab users’ attention.
Mailchimp’s organized knowledge base example
Mailchimp‘s knowledge base example has a simple and organized design.
Whether a user is using the platform for the first time or has used it previously, the content is arranged into categories and sub-categories to make it simple for them to access the information they need.
Starbuck’s branded design
Starbucks has a good knowledge base example that reflects its brand in terms of colors and design. The help center has topics organized into tiles that you can click on to read more information.
A simple search bar with suggestions is included on the page. Additional contact details are included at the end of the knowledge base.
Notion academy’s detailed knowledge base example
The support section at Notion is a detailed resource created to enable users get the most relevant data from the platform.
Its knowledge base has titles grouped into categories and sections.
Confluence’s effective call to action
Confluence‘s knowledge base page is basic, featuring a search bar, newly published articles, and links to more resources.
It also has a sticky widget for a “Need more help?” section, which you can click on to access the community forum and other CTA actions with related content.
Shopify’s dedicated help center
Shopify‘s success as a top e-commerce platform can be attributed to its dedication to providing information, resources, and support on its knowledge base.
Its knowledge base covers a lot of ground, such as best practices, troubleshooting manuals, and tutorials.
Jira’s detailed knowledge base example
Jira is a tool developed by Atlassian and used by teams to manage projects. It has a simple yet very detailed knowledge base with a search bar where customers can quickly search for articles.
Under the search bar is a list of articles, and another column showing recently created and updated articles.
Trello’s minimalistic knowledge base example
Trello has a comprehensive knowledge base example with detailed tutorials, instructions, and FAQs. It also integrates a community forum where customers can seek assistance and exchange information.
Slack’s well-structured design
Slack‘s knowledge base is well-structured into categories and subcategories allowing for easy navigation.
You can find what you need in the right category, regardless of whether you’re a learner searching for simple lessons or an experienced user looking for comprehensive technical guidance.
Microsoft 365 simple layout
Microsoft 365‘s knowledge base is divided into sections based on use, so customers easily find information.
There are sections for work, education, partners, and personal and family. Each section has an area for popular articles, making this knowledge base quite detailed and comprehensive.
Adobe’s detailed knowledge base example
Adobe‘s knowledge center has an extensive amount of information that covers every facet of its wide range of products.
It also consists of interactive tools, including step-by-step walkthroughs and video lessons making it simple for users to apply the information by accommodating a variety of learning styles.
Zoom’s well-organized design
Zoom offers a sticky banner on its knowledge base with a quick access menu featuring dropdowns for different sections such as product support and contact support.
These are complimented by a search bar beneath the banner for users to quickly search for information. Common troubleshooting topics are also suggested beneath the search bar for quick access to resources.
Instagram’s simple layout
Instagram is among the biggest websites and apps in the world with the most straightforward and uncluttered designs.
There is a featured topics section with direct links and a search box (with suggestions) at the center of the page. Users can also use the sidebar drop-down menu to browse helpful articles.
Apple’s intuitive layout
Apple‘s help page is sleek and contemporary, whereby articles are given in sections. You can click on the icons of the devices to get more information.
Wix’s simple knowledge base example
Wix‘s knowledge base covers an extensive collection of articles, manuals, and simple tutorials.
It has a search button at the center of the page with suggestions underneath. It features trending articles and a section where users can find answers by topic.
Adopt effective strategies from these knowledge base examples
A well-organized knowledge base example can significantly improve customer satisfaction by providing timely, 24/7 service and accurate information for your customers.
Good knowledge bases go a step further, they are interactive, intuitive, and designed to exceed the expectations of customers. These knowledge base examples will no doubt inspire you to create the best knowledge base for your company.
We hope this article is insightful. Do you have any additional knowledge base examples? Please share them in the comment section below.
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