If your business has yet to adopt this approach, now is the opportune moment to integrate free knowledge management software. The positive outcome is that establishing a streamlined, cost-effective resource for your staff and customers is readily achievable.

What Constitutes a Free Knowledge Base?

A free knowledge base functions as a software tool designed for swift answers to inquiries, serving both employees and customers and eliminating the necessity of seeking external assistance. Picture it as a self-service help center, consolidating crucial information — such as best practices, technical bulletins, tips, and workarounds — into a centralized repository. This software type presents businesses with a cost-effective solution for offering self-service options, establishing an easily accessible entry point for users.

Two Fundamental Forms of Knowledge Bases

When delving into the realm of knowledge bases, it's essential to recognize that they come in two primary forms: internal knowledge bases and external knowledge bases. Let's examine each in more detail.

Internal Knowledge Base

In essence, internal knowledge base software plays a pivotal role in enhancing productivity and ensuring business continuity. It serves as a collaborative platform for sharing all company knowledge and information within the organization, encompassing content meant exclusively for internal use. The establishment of an internal knowledge base offers numerous advantages.

Advantages for businesses or companies utilizing an internal knowledge base:

#1: Reduced Onboarding Costs

The traditionally time-consuming and costly onboarding processes are streamlined with the use of knowledge bases. New employees gain access to all relevant documents necessary for a seamless start, minimizing the time and effort invested in bringing them up to speed.

#2: Enhanced Communication and Collaboration

The knowledge base serves as a central hub for storing and sharing essential information among employees, fostering improved communication and collaboration within the organization.

#3: Increased Productivity

One noteworthy advantage is the heightened productivity facilitated by an internal knowledge base. Providing a structured repository of internal information enhances overall company efficiency, allowing employees to swiftly find answers to urgent queries without disrupting their workflow or waiting for responses from busy colleagues.

#4: Mitigated Knowledge Churn

Functioning as a repository of organizational knowledge, the knowledge base becomes particularly valuable in mitigating the impact of employee turnover, a common occurrence in certain industries. By preserving critical company information, knowledge bases enable swift onboarding of new employees, ensuring their effective contribution from the outset. This aspect further underscores the benefits of knowledge bases in the onboarding process.

In essence, an internal knowledge base not only acts as a library housing databases, documents, procedures, files, and business policies but also empowers employees to independently search within the knowledge base, retrieving relevant files or information.

External Knowledge Base

A recent report reveals that over 80% of businesses anticipate incorporating a self-service option, with two-thirds choosing it as their primary course of action before seeking live assistance. Apple's knowledge base, with its product information, quick shortcuts, and search bar, exemplifies this trend.

An external KB, also known as a customer-facing knowledge base, serves as a platform where customers can access comprehensive information about a company's products and services. Publicly available and easily discoverable online, it encompasses the help and documentation sections of various software platforms.

Let's explore the key advantages of an external knowledge base.

#1: Reduced Customer Support Costs

By deflecting basic inquiries, external knowledge bases significantly reduce customer support costs. This applies to businesses of all sizes, freeing up valuable staff resources to handle complex issues. Instead of repetitive tasks, your team can focus on high-priority matters, enhancing overall efficiency.

#2: Improved Customer Satisfaction

Customers often find it inconvenient and frustrating to seek assistance, especially when readily available information would suffice. An external knowledge base empowers customers to find answers independently, fostering greater satisfaction and retention. This demonstrates your commitment to customer service while empowering them to be self-sufficient.

#3: Reduced Customer Wait Times

External KB eliminates the need for prolonged customer service interactions. No more waiting on hold for 10 minutes or even hours — customers can access information instantly, leading to a more seamless and positive experience.

#4: Enhanced Brand Awareness

A well-built knowledge base can showcase your expertise and create trust with potential customers.

Overall, an external KB serves as a powerful tool for empowering customers, reducing support costs, and improving brand perception. It promotes self-sufficiency and elevates the user experience, ultimately contributing to business success.

As evident, both internal and external knowledge bases empower self-sufficiency and boost productivity, making them valuable investments for companies of all sizes.