What is knowledge base and why does it matter?

Over the past few decades, the world has shifted swiftly towards the digital-first approach.  Customers now expect answers instantly anytime, anywhere. And behind every fast, consistent answer is a single essential resource: the knowledge base (KB).

A knowledge base is a central repository of information about a company's products, services, policies etc. 

It often consists of user guidelines, frequently asked questions, process documents, or even white papers. The KB is typically referred to as a self-service platform as it allows users to find answers to their questions quickly, troubleshoot problems, and refer to important information about the company, product, or service from a single source of truth. 

Nowadays, with rapid adoption of conversation bots, having a database with important information in a single place gives improved accessibility to the customers.

Knowledge bases are not just helpful—they’re essential.

• For customers, the knowledge base provides instant solutions.
• For support teams, they reduce repetitive questions and improve efficiency.
• For businesses, they lower costs while improving service quality. 

In the next lesson we will learn about how to plan for building an effective knowledge base.