What is a knowledge base?Ī knowledge base is an online self-service library containing articles and detailed information about a specific company, its products, or services. Below is a simple guide to writing various types of knowledge base articles along with some basic knowledge base article templates you can use to get started. Moreover, according to Forrester’s survey, customers prefer knowledge bases over all other self-service channels. In fact, Microsoft’s research revealed that 90% of global consumers expect brands and organizations to offer an online portal for self-service.
As today’s digital-savvy, connected consumers expect and demand easy access to accurate information about the products and services they use, having a comprehensive self-service knowledge base is no longer ‘nice-to-have’ but a must-have.
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