Acknowledging the importance of a knowledge base

Having a knowledge base shouldn’t be considered a luxury; it is necessary for the digital age we live in. It serves several purposes – a self-service portal for employees and customers, an internal communication hub, and an institutional knowledge repository. Consider a scenario where a customer encounters a problem while using your product. If you have a well-structured external knowledge base, then a customer can search for a solution independently without waiting for customer support. It will consequently enhance customer satisfaction and reduce the load on your support team.

Similarly, an internal knowledge base is beneficial for remote and asynchronous teams. It enables employees to find answers to their queries independently, eliminating constant back-and-forth communication. It also reduces the risk of knowledge loss when employees leave the company, as their knowledge and expertise get documented in the knowledge...