Preserving content in an online knowledge base
What is an online knowledge base?
An online knowledge base is the body of questions, answers, documentation, best practices, tips and tricks – in short, knowledge – that an enterprise creates, collects and stores over time. The main idea of a knowledge base is to preserve that information long-term and make it accessible both internally and externally. Smart companies provide free access to it so that customers and users can find the solutions to their problems without contacting customer support.
Zendesk includes software that makes it simple to create, manage, access and search through content in knowledge bases.
Creating less work
Some enterprises even encourage customers to contribute their own solutions, procedures and files. Whether managed as part of the main knowledge base or unmanaged as part of a support forum, the practice makes for a more committed user community.
More accumulated knowledge
Get the answers to their questions
Getting started with Zendesk
Zendesk Guide includes knowledge base software that is easy to use and manage. It's a powerful tool for creating an internal knowledge base, an IT knowledge base or an FAQ repository in which customers and users can search for answers on their own at any time from anywhere.
Authoring in Zendesk Guide is simple, with rich formatting, translation support and group restriction. Built-in reports show what has changed recently, what users are looking for and whether they're satisfied with the information they've found.
Creating an online knowledge base is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.