{"id":2073,"date":"2020-12-02T08:40:43","date_gmt":"2020-12-02T08:40:43","guid":{"rendered":"https:\/\/www.domainnamesanity.com\/blog\/?p=2073"},"modified":"2020-12-02T08:40:50","modified_gmt":"2020-12-02T08:40:50","slug":"build-your-business-knowledge-base","status":"publish","type":"post","link":"https:\/\/www.domainnamesanity.com\/blog\/build-your-business-knowledge-base\/","title":{"rendered":"Build Your Business Knowledge Base"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2073\" class=\"elementor elementor-2073\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-230899b0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"230899b0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7ff48571\" data-id=\"7ff48571\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-48deb20 elementor-widget elementor-widget-text-editor\" data-id=\"48deb20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"breadcrumbs-bar\"><nav class=\"blog-breadcrumbs\">\n<ul>\n \t<li><a href=\"https:\/\/www.domainnamesanity.com\/\">HOME<\/a><\/li>\n \t<li class=\"bc-2nd\"><a href=\"https:\/\/www.domainnamesanity.com\/blog\/\">BLOG<\/a><\/li>\n<\/ul>\n<\/nav><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c29e94 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"1c29e94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Build Your Business Knowledge Base<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d6ac49d elementor-widget elementor-widget-post-info\" data-id=\"d6ac49d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-d9c2fd9 elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-custom\">\n\t\t\t\t\t\t\t\t\t\tBy Douglas Moore\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-6a0ea6c elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\tDecember 2, 2020\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33b69b7 elementor-widget elementor-widget-image\" data-id=\"33b69b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1536\" height=\"1152\" src=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-1536x1152.jpg\" class=\"attachment-1536x1536 size-1536x1536 wp-image-2074\" alt=\"\" srcset=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-1536x1152.jpg 1536w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-300x225.jpg 300w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-1024x768.jpg 1024w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-768x576.jpg 768w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-2048x1536.jpg 2048w\" sizes=\"(max-width: 1536px) 100vw, 1536px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-43ea192 toc-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"43ea192\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-85705ab\" data-id=\"85705ab\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9f76f1c elementor-widget elementor-widget-text-editor\" data-id=\"9f76f1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-197d5d2 elementor-widget elementor-widget-text-editor\" data-id=\"197d5d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>There\u2019s this seemingly unshakeable idea in business that the customer should be \u201cspoiled.\u201d It\u2019s an extension of the \u201ccustomer is always right\u201d principle, in that it nudges companies to go above and beyond to satisfy the customer by offering the best possible service. So how does this affect the way companies build their customer service infrastructure? It \u201cmotivates\u201d them to employ every customer support method imaginable: 24\/7 live chat, phone calls, emails, support tickets\u2026 the whole shebang.<\/p><p>Well, guess what? The Harvard Business Review is telling us to <a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\">stop trying to delight customers<\/a>. Offering everything and offering it now doesn\u2019t really make for loyal and tearfully grateful clients. It seems that what customers are after is a smooth and easy experience, be it during online shopping, checkout, or product\/service use instructions. And this is exactly where the importance of <b>having a great knowledge base<\/b> enters the picture.<\/p><p>When it comes to solving problems, customers want it done quick and easy, and most of the time, they would rather just do it themselves. According to some &#8211; gasp &#8211; <i>statistics<\/i>, <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics#statistics7\">91% of customers prefer using a knowledge base<\/a> to getting in touch with a service rep via live chat or email. That\u2019s because they\u2019re well aware live support and emails take time &#8211; waiting for someone on live chat, for instance, can take up to an hour, and if the customer ends up seeing scripted responses after waiting that long\u2026 Well, that just adds insult to injury. So again, knowledge bases have it where it <i>really <\/i>counts &#8211; in the quick-and-easy department.<\/p><p>In other words, before you get to customer support, you need to <b>fortify the front-line<\/b> and <b>build a rich and easily accessible knowledge base<\/b> for your customers. Let\u2019s break down what a knowledge base is and why you need one, before guiding you on how to build a great knowledge base of your very own!<\/p><h2>What Is a Knowledge Base?<\/h2><p>A knowledge base is kind of a topic-specific online library that will provide your clients with information about your product or service. Knowledge bases, unlike blogs, include pages of <i>static <\/i>data containing information about your products and services, how they work, answers to FAQs, legal matters (terms and conditions), solutions to common problems, and so on. This may be in the form of tutorials (video or written), how-to guides, and troubleshooting guides.\u00a0<\/p><figure id=\"attachment_2076\" aria-describedby=\"caption-attachment-2076\" style=\"width: 1024px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"wp-image-2076 size-large\" src=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/build-your-knowledge-base-1024x842.jpg\" alt=\"\" width=\"1024\" height=\"842\" srcset=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/build-your-knowledge-base-1024x842.jpg 1024w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/build-your-knowledge-base-300x247.jpg 300w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/build-your-knowledge-base-768x632.jpg 768w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/build-your-knowledge-base.jpg 1488w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-2076\" class=\"wp-caption-text\">This, but simpler.<\/figcaption><\/figure><p>Knowledge bases may also supplant information that is related to what your business is all about. For instance, if you\u2019re running a hosting company, you may also wish to offer solutions to WordPress-related problems in your knowledge base. They aren\u2019t strictly <i>about <\/i>your business but are closely <i>related <\/i>to it.<\/p><p>The way <b>knowledge bases operate<\/b> is<b> through keywords and questions<\/b>. Your customer will type a keyword or a question into your site\u2019s knowledge base, and get a corresponding article giving them what they want to know. Well, this is what <i>should <\/i>happen, anyway &#8211; but we\u2019ll get into the how in a bit.<\/p><p>In any case, it\u2019s quite important to have a well-organized, resourceful, easy-to-use, and SEO-friendly knowledge base. After all, for the knowledge base to be useful for customers and employees alike, it needs to be easily accessible and optimized for searches.<\/p><p>The beautiful thing about a knowledge base, when done right, is that it can work as self-serve customer support &#8211; their <i>favorite<\/i> kind of support. Because, remember, 91% of customers prefer using knowledge bases, in part because it takes the least amount of time to figure out the problem and resolve it. More than anything, customers want immediate responses, and knowledge bases are the place to get them, because knowledge bases allow you to <b>anticipate your customers\u2019 problems and needs, and have the solution waiting readily.<\/b> Which brings us to&#8230;<\/p><h2>Why Should You Build a Knowledge Base?<\/h2><p>Having a knowledge base means that you are a step or two ahead of your customers. After running your business for some time, you probably begin noticing recurring questions or problems that customers reach out to you with. Once you incorporate the answers and solutions to these problems into your knowledge base, you\u2019d be providing your customers with ready support if they encounter the same issue, without them having to contact your support team.<\/p><p>Of course, you should have great customer support, but as the Harvard Business Review advises, businesses should focus on empowering the front-line, the front-line which precedes customer support, and this means building a powerful, user-friendly, and resourceful knowledge base.\u00a0<\/p><p>So, why should you build a knowledge base?<\/p><ul><li><b>Help your customers help themselves. <\/b>Let\u2019s <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics#statistics7\">throw some numbers around<\/a>: 91% of customers would use a knowledge base if it was user-friendly and helpful; 90% have already used self-service systems &#8211; like knowledge bases &#8211; to get some answers; a third of internet users rank phone calls as the most annoying type of customer support, and on average, people won\u2019t stay on hold for longer than 11 minutes before hanging up in frustration. What\u2019s the message here? Customers <i>like<\/i> finding answers and solutions themselves &#8211; you just need to make them easy to find and understand.<\/li><li><b>Cut costs by scaling out your customer support.<\/b> Not only does a well-executed knowledge base boost user experience, but it can also help you scale out customer support. This way you can also avoid outsourcing customer support from third-party services, and the members of your own team won\u2019t feel overworked.<\/li><li><b>Look professional, and keep your clients happy at the same time. <\/b>Having a knowledge base will make you seem professional and more than capable of tackling your customers\u2019 problems head-on. As customers want to have their problem solved as soon as possible &#8211; preferably on the first try &#8211; a good knowledge base will keep them happy with your customer service, as they\u2019ll be able to do just that &#8211; solve the problem on the first try.<\/li><li><b>Not a small bonus: help out your own employees.<\/b> Sometimes, employees, new and old, that haven\u2019t had time to go over everything in your <a href=\"https:\/\/www.domainnamesanity.com\/blog\/build-your-business-wiki\/\">company&#8217;s own wiki<\/a> can also benefit from a resourceful knowledge base. Just because someone works in your company doesn\u2019t mean they have all the answers!<\/li><\/ul><p>Before we get to the <i>how<\/i> of making a knowledge base, let\u2019s cover one last stop&#8230;<\/p><h3>How Is a Knowledge Base Different Than a Blog?<\/h3><p>Lastly, keep in mind that a knowledge base is <i>different<\/i> from a blog. Ideally, your website would have both. Knowledge bases consist of static, undated pages, while blogs are made up of dated posts.\u00a0<\/p><p>Rather than being organized by date, the pages in a knowledge base are organized hierarchically &#8211; from most common problems and broader questions, to more specific and niche matters. In any case, knowledge bases are optimized for easy searches, so that customers can find what they need quickly and easily.<\/p><p>Additionally, while a knowledge base contains various guides that address different problems and questions, a blog can contain all sorts of articles &#8211; not just how-to guides.\u00a0<\/p><h2>How to Build Your Knowledge Base<\/h2><p>A knowledge base isn\u2019t something that you should just <i>have<\/i> for the sake of it being there. It needs to do its function &#8211; provide easily accessible and easily digestible information to your customers. You need to provide legible and understandable documentation about your product and\/or service. With this in mind, the purposes of a knowledge base are to:<\/p><ul><li>Be easy to access and navigate;<\/li><li>Provide solutions and answers to common problems;<\/li><li>Be easy to understand and helpful;<\/li><li>Be well-organized and optimized for searches.<\/li><\/ul><p>It\u2019s up to you to decide the tone for your knowledge base and the scope of information it will contain, like will it just be product-specific, or broader, to also include tangential topics?<\/p><p>In a nutshell, these are the steps for creating your knowledge base:<b><\/b><\/p><ul><li><b>Choose your team. <\/b>Find out what types of specialists you\u2019ll need to create a great knowledge base.<\/li><li><b>Manage your structure.<\/b> What sections should your knowledge base include?<\/li><li><b>Choose topics and content.<\/b> Determine the scope of content and come up with pages to include in your knowledge base.<\/li><li><b>Write your knowledge base articles. <\/b>That\u2019s self-explanatory, right?<\/li><li><b>Add visuals.<\/b> Visuals like images, graphs, and videos can help customers figure things out more easily.<\/li><li><b>Make your knowledge base accessible. <\/b>Make sure that customers find what they need quickly and easily.<\/li><li><b>Publish your knowledge base, and then regularly update it.<\/b> New patch? New product? New rules? Update the knowledge base!<\/li><li><b>Measure the efficiency of your knowledge base.<\/b> Find out if customers are happy with what you\u2019ve given them, and make changes to boost user experience.<\/li><\/ul><p>Now, let\u2019s go through these steps one at a time.<\/p><h3>1. Choose Your Team<\/h3><p>Whether you already have a team ready or need to summon one up, you\u2019ll definitely need a few individuals with specific skill sets to get things started.<\/p><h4>An SEO Consultant<\/h4><p>An SEO consultant will do keyword research and analysis to decide which search queries are popular and will help you rank your knowledge base higher in the SERPs. They\u2019ll also figure out the traffic you may get for various searches, and how it compares to your competitors.<\/p><p>An SEO consultant and the information they provide you with can help you plan out the organization and contents (the articles) of your knowledge base. Plus, they can help you figure out the best way to integrate the new knowledge base into your site\u2019s existing structure.<\/p><h4>Content Writer<\/h4><p>A content writer will do research, write, and edit the articles for your knowledge base. If you already have someone working on your blog and are happy with their work, you may wish to enlist the same individual to take care of your knowledge base. You can also consider hiring a content writer that\u2019s closely familiar with the topics covered in your knowledge base. For instance, if you\u2019re selling software, it\u2019s best to find a tech-savvy content writer, or one with a background in software development, who can produce the most reliable how-to guides.<\/p><h4>Graphic Designer<\/h4><p>If you wish to have visuals in your knowledge base &#8211; like videos, images, or graphs &#8211; you may also need to hire a graphic designer that will create original content for your website. The graphic designer would work closely with the content writer to make the best possible visualizations for their articles.<\/p><p>A graphic designer that\u2019s also proficient in web design can help you make sure that the look of the new knowledge base matches your existing brand.<\/p><h4>Web Developer<\/h4><p>Web developers make dreams come true &#8211; or in other words, they make your vision a published, online reality. If you already have a developer on your team, they\u2019ll be in charge of coding the knowledge base, adding it to your existing website, and adding new functionalities (like navigation tools and search bars).<\/p><p>You may also wish to hire a project manager to stay on top of things with the building of the new knowledge base, so you can also do that. It\u2019s your business, after all.<\/p><h3>2. Manage Your Structure<\/h3><p>The next step is choosing the structure for your knowledge base by deciding on its core elements. Here are elements that each knowledge base should include:<b><\/b><\/p><ul><li><b>A search bar.<\/b> A search functionality is most essential to a knowledge base. After all, you want customers to be able to look up articles that can help them solve their problems. Make sure the articles in the knowledge base are keyword optimized so that they can be reached more easily.<\/li><li><b>An FAQ section. <\/b>When you have a basic question about a certain product or service, where do you head over to first? The FAQ section, of course. Others do that too &#8211; so have one ready for your clients.<\/li><li><b>A \u201cContact Support\u201d button. <\/b>If all else fails, and your customer hasn\u2019t managed to find what they\u2019re looking for, have a \u201cContact Support\u201d button readily available at the bottom of each article. That way, a customer won\u2019t have time to get frustrated, because look, additional &#8211; human &#8211; support is already waiting right there!<\/li><li><b>Optional sections.<\/b> While the top three are a must-have, you may also wish to add some more categories in the knowledge base that will be on its homepage for easy access. For instance, you could have sections for video tutorials, how-to guides, most popular articles, and so on.<\/li><\/ul><h3>3. Choose Topics and Content<\/h3><p>It\u2019s always difficult when you\u2019re at the very beginning of a project. The broad, white space of nothingness waiting to be filled is a breeding ground for procrastination. The possibilities seem endless and everything seems overwhelming and suddenly you feel so small in the universe.<\/p><p>This means take it one step at a time, one little piece after another.<\/p><p>Here\u2019s where you can start:<\/p><ul><li><b>The very basics: <\/b>how does your product\/service work? What are your company\u2019s policies? Do you offer free shipping? Just the first things that a customer would ask.<\/li><li><b>User experience: <\/b>once a customer buys your product\/ service, how are they meant to use it? Make how-to guides.<\/li><li><b>Build on user responses:<\/b> what are frequent issues that customers experience? Cover these next in your knowledge base.<\/li><\/ul><p>This is just to get you started. Once you\u2019ve covered these topics, you can expand the scope of your knowledge base. You may end up covering the same content in greater depth, create separate sections for different categories and products, or end up creating guides for topics tangentially related to your service.<\/p><h3>4. Write Your Knowledge Base Articles<\/h3><p>When writing and tailoring the content, it helps to know <b>your target audience.<\/b> Firstly, you should consider what their level of knowledge is. Will you need to define the terminology and simplify the guides, or are they already familiar with most of it? How do they speak, what do they respond to? Your content writer should have a clear idea of who they\u2019re addressing so that they can keep the tone and language appropriate and enticing.<\/p><p>There are still some general guidelines that are true for all knowledge base articles:<\/p><ul><li><b>Keep it simple, and keep it short.<\/b> Customers want to get in and out &#8211; quick and easy. So keep the articles simple and short. Don\u2019t write crowded paragraphs with superfluous words and sentences.<\/li><li><b>Use steps, lists, and bullet points<\/b>. These help users orient themselves in the process and gain a clear idea of what\u2019s going on.<\/li><li><b>Emphasize important words and phrases.<\/b> Using <b>bold<\/b> and <i>italics<\/i> works to emphasize to the reader what\u2019s important. It also allows them to prioritize things in their mind as they read.<\/li><li><b>Redirect readers to related articles.<\/b> It\u2019s always a good idea to have hyperlinks to other articles in your knowledge base which can explain a certain aspect of the topic in greater depth.<\/li><\/ul><h3>5. Add Visuals<\/h3><p>Customers are visual creatures. Great visuals don\u2019t only help sell products, they can also help customers better understand explanation articles in your knowledge base.<\/p><p>Screenshots, instructional videos, and graphs can really help customers better digest the steps in your how-to guides, and gain a stronger grasp over the subject matter. Screenshots, for instance, are especially useful when trying to explain to customers how to get something working on a program.<\/p><p>When it comes to instructional videos, keep in mind that lots of people prefer text, so don\u2019t replace the entire article with a video &#8211; but rather, offer it as an alternative or as an addition.<\/p><h3>6. Make Your Knowledge Base Accessible<\/h3><p>An accessible knowledge base covers several areas.<\/p><p>First, your knowledge base needs to be keyword optimized so that customers can easily find what they\u2019re looking for when they type a query into the search bar.<\/p><p>Second, you should organize the templates for your articles in a way that\u2019s easy to read. So, caption screenshots and images, use various-sized headings (for titles, subtitles, sections, and so on), add hyperlinks to the tables of content so that customers can easily navigate, and so on.<\/p><p>Third and final, make sure your developer creates a mobile-friendly version of your knowledge base.<\/p><h3>7. Publish Your Knowledge Base, and Then Update It Regularly<\/h3><p>If you\u2019re finished with the previous steps, you\u2019re ready to publish your knowledge base! It\u2019s finally available to your customers, and your work is done.<\/p><p>&#8230;except that it isn\u2019t. A knowledge base is a growing entity. It should be regularly updated to cover novel topics, such as the new products that you\u2019ll offer, new problems that customers are facing, and new solutions that you may come up with. This doesn\u2019t mean that you should change things just for the sake of updating them, but that you should add articles and sections as the demand amongst your customer base changes.<\/p><h3>8. Measure the Efficiency of Your Knowledge Base<\/h3><p>It\u2019s important to analyze how your customers are responding to your knowledge base, and whether it\u2019s meeting their needs. In other words, it\u2019s time to measure the efficiency of your knowledge base.<\/p><p>The main place to look for answers here is the customer. They\u2019re the ones that the knowledge base was made for, and the ones that should be benefiting from it. You may wish to add simple, single-question surveys at the end of the articles (\u201cWas the article helpful?\u201d or \u201cDid you find the answer you were looking for?\u201d). You can put yes-no, or thumbs up-thumbs down options as answers. If their answer is negative, you can add a kind follow-up request asking if they could specify why. You may also wish to provide that customer support button we talked about, and an email for contact for customers that are willing to provide further feedback.<\/p><p>You should also examine the impact that the knowledge base has had on your website. It\u2019s important to answer questions, like:\u00a0<\/p><ul><li>Has there been a boost in customer satisfaction?\u00a0<\/li><li>Are there fewer support tickets or live chat requests?<\/li><li>Are your customers using your knowledge base, and which articles are most frequented?<\/li><li>What are the most common user searches, and are the answers available in your knowledge base?<\/li><\/ul><p>Once you analyze how customers respond to your knowledge base, you\u2019ll be able to measure its effectiveness, i.e. see which parts are working and which parts need work. Then, you can tweak and perfect your knowledge base to suit the needs of your customers.<\/p><h2>Your Knowledge Base Will Help You And Your Customers<\/h2><p>It\u2019s a win-win. You cut down on costs and resources, while your customers can help themselves to quick and simple answers and solutions. Your customer support team will be less overworked, and your customers will be better satisfied. It\u2019s an all-around great idea, and hopefully, you\u2019ll implement it soon enough.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-02d9db7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"02d9db7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e3db840\" data-id=\"e3db840\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-60a6169 article-end elementor-widget elementor-widget-spacer\" data-id=\"60a6169\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-565995e elementor-widget elementor-widget-heading\" data-id=\"565995e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">View Related Articles<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21bb133 elementor-widget elementor-widget-spacer\" data-id=\"21bb133\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-404e6d4 elementor-posts__hover-none elementor-grid-3 elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-widget elementor-widget-posts\" data-id=\"404e6d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_masonry&quot;:&quot;yes&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_tablet&quot;:&quot;2&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-2232 post type-post status-publish format-standard has-post-thumbnail hentry category-domain-names\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.domainnamesanity.com\/blog\/is-domain-privacy-worth-it\/\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"640\" height=\"480\" src=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2021\/01\/is-domain-privacy-worth-it-1024x768.jpg\" class=\"attachment-large size-large wp-image-2233\" alt=\"\" srcset=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2021\/01\/is-domain-privacy-worth-it-1024x768.jpg 1024w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2021\/01\/is-domain-privacy-worth-it-300x225.jpg 300w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2021\/01\/is-domain-privacy-worth-it-768x576.jpg 768w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2021\/01\/is-domain-privacy-worth-it.jpg 1491w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h6 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.domainnamesanity.com\/blog\/is-domain-privacy-worth-it\/\" >\n\t\t\t\tIs Domain Privacy Worth It?\t\t\t<\/a>\n\t\t<\/h6>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>Normally, once a domain is registered, the information of the owner &#8211; your information &#8211; is listed in the WHOIS database. However, not everyone likes to have their information available to the public, as this can have some downsides &#8211; like receiving spam.<\/p>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-1871 post type-post status-publish format-standard has-post-thumbnail hentry category-domain-names\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.domainnamesanity.com\/blog\/dot-world-domains\/\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"480\" src=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-1024x768.jpg\" class=\"attachment-large size-large wp-image-1872\" alt=\"\" srcset=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-1024x768.jpg 1024w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-300x225.jpg 300w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-768x576.jpg 768w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-1536x1152.jpg 1536w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/07\/dot-world-2048x1536.jpg 2048w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h6 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.domainnamesanity.com\/blog\/dot-world-domains\/\" >\n\t\t\t\tAll About The .world Top-Level Domain\t\t\t<\/a>\n\t\t<\/h6>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>The .world domain extension doesn\u2019t have any limitations. It\u2019s the world, right? In any case, this domain extension offers incredible flexibility and variability. It also makes your website sound grand, informed, and with a tendency to worldwide unity.<\/p>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-1583 post type-post status-publish format-standard has-post-thumbnail hentry category-domain-names\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.domainnamesanity.com\/blog\/cheap-com-domain-registration\/\" >\n\t\t\t<div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"480\" src=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/05\/cheap-com-domain-registration-1024x768.jpg\" class=\"attachment-large size-large wp-image-1584\" alt=\"\" srcset=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/05\/cheap-com-domain-registration-1024x768.jpg 1024w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/05\/cheap-com-domain-registration-300x225.jpg 300w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/05\/cheap-com-domain-registration-768x576.jpg 768w, https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/05\/cheap-com-domain-registration.jpg 1396w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/div>\n\t\t<\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h6 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.domainnamesanity.com\/blog\/cheap-com-domain-registration\/\" >\n\t\t\t\tCheap .com Domain Registration\t\t\t<\/a>\n\t\t<\/h6>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>The .com domain is the most popular domain extension in the world today. According to the latest statistics published by Verisign, there are over 350 million registered domains, and 51%  of them use .com domain extensions. We\u2019re not saying the crowd is always right, but in some cases, it makes a pretty good point.<\/p>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b4fddc elementor-widget elementor-widget-spacer\" data-id=\"0b4fddc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In other words, before you get to customer support, you need to fortify the front-line and build a rich and easily accessible knowledge base for your customers. Let\u2019s break down what a knowledge base is and why you need one, before guiding you on how to build a great knowledge base of your very own!<\/p>\n","protected":false},"author":1,"featured_media":2074,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[],"class_list":["post-2073","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Build Your Business Knowledge Base - Domain Name Sanity Blog<\/title>\n<meta name=\"description\" content=\"Find out what a knowledge base is, why you need it, and how to build one for your business to help your customers find the answers they need.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.domainnamesanity.com\/blog\/build-your-business-knowledge-base\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Build Your Business Knowledge Base - Domain Name Sanity Blog\" \/>\n<meta property=\"og:description\" content=\"Find out what a knowledge base is, why you need it, and how to build one for your business to help your customers find the answers they need.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.domainnamesanity.com\/blog\/build-your-business-knowledge-base\/\" \/>\n<meta property=\"og:site_name\" content=\"Domain Name Sanity Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-02T08:40:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-12-02T08:40:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.domainnamesanity.com\/blog\/wp-content\/uploads\/2020\/12\/business-knowledgebase-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1920\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Domain Name Sanity\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Domain Name Sanity\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"16 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/\"},\"author\":{\"name\":\"Domain Name Sanity\",\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/#\\\/schema\\\/person\\\/9b0b37ae15e106ba4e72a5ec2db0cf4e\"},\"headline\":\"Build Your Business Knowledge Base\",\"datePublished\":\"2020-12-02T08:40:43+00:00\",\"dateModified\":\"2020-12-02T08:40:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/\"},\"wordCount\":3179,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/12\\\/business-knowledgebase-scaled.jpg\",\"articleSection\":[\"Online Business\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/\",\"url\":\"https:\\\/\\\/www.domainnamesanity.com\\\/blog\\\/build-your-business-knowledge-base\\\/\",\"name\":\"Build Your Business Knowledge Base - 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