5 must-know reasons why businesses should use a knowledge base


Knowledge base tools have become quite popular in the business world since such it offers a number of unique benefits. Implementing this type of software tool is a great decision for companies of all sizes, as it addresses common issues that arise in small and big businesses alike.

In the following paragraphs, we will explore some of the reasons why you should definitely implement a knowledge base in your business.

1. Workflow improvement

Making the employees in a company more productive is a goal that every employer wants to achieve. Many believe that putting in more hours is simply the best solution, but on the contrary, investing in the right set of tools will make your employees much more efficient, saving both time and money in the long run. This approach will allow them to get more work done for the same period of time, but how does a knowledge base help in this process? Well, by relying on a knowledge base, you will give all your employees instant access to all the important information they need, allowing them to stay up-to-date on all the latest developments and making communication a lot easier. This is extremely important for larger companies. However, to maximize the impact of a knowledge base, it is essential to establish a culture in which all the employees will make significant contributions to the knowledge base on a regular basis. This is not only important for a more efficient workflow but also for boosting the on-boarding process.

2. Speeding up the on-boarding process

Over time, all companies experience certain types of growth, but when expanding a team the whole on-boarding process needs to be fast and highly effective. With a knowledge base, the more experienced and highly skilled employees can continuously share vital business information, allowing newer team members to quickly pick things up as they go. This saves everyone time and effort. You can also create a special team to rearrange the information and create a course that would help new employees learn all they need to know without taking up the time of their senior colleagues. Additionally, during the hiring process, this software tool can be a great way to capture all the important information about the candidates who have applied for a position. Collecting all this data in a single place is an excellent strategy because hiring managers can have a clear overview of all the candidates before getting in touch with them. All this makes the on-boarding process much easier and cheaper, as the task of training new employees is now assigned to a simple software tool.

3. Measuring productivity


Through task management, project managers can easily review the important information about the performance of each employee. A good knowledge base software allows the managers to easily limit access to certain pages. This means that the evaluation document can be made accessible only to managers and those who are higher in the company’s hierarchy. Team leaders can measure the productivity of members and use the data to make necessary improvements, ensuring that future projects are completed significantly faster. For example, a manager can notice that specific team members are great for a certain set of tasks, whereas others are more efficient with others. This means that in future projects, the team leader can assign the right tasks to the right team members, making it easier for the team to meet specific deadlines. Also, collecting this data is crucial for times when an employee is to be promoted as all the data will point directly to the best candidate.

4. Enhanced number of satisfied customers

Customer satisfaction is one of the crucial elements that helps businesses continuously grow. Achieving this task is particularly challenging as a business continues growing. Knowledge base implementation can help improve customer satisfaction in three different ways:

  • Establishing FAQ pages – To take the load off your customer support team, a good idea for them is to capture the most frequently asked questions that would be covered on the FAQ pages. It is important to continually monitor customer support contacts and regularly update FAQ pages for better results.
  • Going in depth with wikis – In certain cases, your customers may need additional instructions and details on some of the products or services you offer and this is where wikis come in. These pages can go in depth, explaining all the important product information. They can be easily created and managed with a knowledge base software tool.
  • Integrating live chat – To make support pages even better, a great idea is to add live chat support. This makes it very important to pick a knowledge base tool that will allow your customer support to multitask much more efficiently.

If your business is struggling to offer great customer support, then this is the right software solution for you.

5. Asset management

There’s no denying the fact that nowadays businesses use a variety of software and hardware tools. With the growth in business, a number of these assets grows as well and you’ll need to keep a detailed record of all the changes and additions. Good asset management prevents businesses from facing losses as it makes it easy for managers to collect all of the important information related to a variety of company assets. A knowledge base can be of great help with this whole process, as those who are responsible for this task can use it to keep track of all asset expiration dates, renewal fees, the location of the assets, maintenance cost and other similar information. This helps a business optimize their costs and manage their budgets more effectively especially if a company has hundreds or thousands of employees.


These are the five important reasons why companies irrespective of their size and domain should implement a knowledge base as it can significantly improve the workflow. This software will help you save money without making any type of sacrifice. So, if you are thinking about implementing a knowledge base, it is definitely time to do so.

Author Bio: Robin is a Technical Support Executive with a combined experience of 6 years. He is well acquainted with various Knowledge base tools and is currently associated with ProProfs. In his free time, Robin enjoys reading and traveling.

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