{"id":4540,"date":"2023-07-31T03:01:08","date_gmt":"2023-07-31T03:01:08","guid":{"rendered":"https:\/\/www.engagebay.com\/blog\/?p=4540"},"modified":"2025-10-10T07:07:19","modified_gmt":"2025-10-10T07:07:19","slug":"online-knowledge-base","status":"publish","type":"post","link":"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/","title":{"rendered":"8 Incredible Ways To Create an Online Knowledge Base"},"content":{"rendered":"<p>The primary focus of most companies when it comes to customer services lies in being reactive. They invest in phone support, email assistance, feedback channels, and other similar resources.<\/p>\n<p>However, these methods demand substantial training, resources, and time, and the inquiries keep pouring in, including even the most basic questions.<\/p>\n<p>Consequently, numerous businesses are now seeking a more efficient approach to provide <a href=\"https:\/\/www.engagebay.com\/blog\/customer-service-tools\/\">customer support<\/a>, which has led them to explore the advantages of using online knowledge base software.<\/p>\n<p>In this article, we will cover the following topics:<\/p>\n<ol>\n<li>An explanation of what an online knowledge base entails.<\/li>\n<li>Guidelines on creating an outstanding knowledge base.<\/li>\n<li>The essential features that make an online knowledge base exceptional.<\/li>\n<li>Eight useful tips on utilizing an online knowledge base to boost sales.<\/li>\n<\/ol>\n<p>Enjoy your reading!<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_74 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/#What_Is_an_Online_Knowledge_Base\" >What Is an Online Knowledge Base?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/#What_Does_It_Take_to_Build_a_Good_Online_Knowledge_Base\" >What Does It Take to Build a Good Online Knowledge Base?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/#How_to_Create_a_Knowledge_Base\" >How to Create a Knowledge Base<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/#8_Tips_for_a_Great_Online_Knowledge_Base\" >8 Tips for a Great Online Knowledge Base<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n\n<h2><span class=\"ez-toc-section\" id=\"What_Is_an_Online_Knowledge_Base\"><\/span><span style=\"color: #339966;\">What Is an Online Knowledge Base?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>An online knowledge base software or a self-service portal is an online tool that allows end-users to quickly find the answers to their questions about the product(s) they use, and without involving customer support.<\/p>\n<p>In a nutshell, a knowledge base software helps improve customer experience.<\/p>\n<p>Before we dive into the benefits of having the <a href=\"https:\/\/slite.com\/solutions\/knowledge-base\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">best knowledge base<\/a> software for your company, let\u2019s get a proper understanding about the need for a knowledge base.<\/p>\n<p>Companies have a <a href=\"https:\/\/www.engagebay.com\/support\">customer support system<\/a>, usually through a <a href=\"https:\/\/www.engagebay.com\/service\/tickets\">ticketing system<\/a>, email support, or phone. Whenever the customer comes across an issue, they place a call or contact through some other means to get their queries resolved.&nbsp;This is a great way to enhance the customer experience.<\/p>\n<p>But this is where it gets problematic.<\/p>\n<p>These types of customer support are reactive in nature. While customer interaction can help you weed out potential issues with your products or services, it can get extremely repetitive and time-consuming.<\/p>\n<figure id=\"attachment_19765\" aria-describedby=\"caption-attachment-19765\" style=\"width: 1000px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19765 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/benefits-of-knowledge-base-for-your-company.jpg\" alt=\"online knowledge base benefits\" width=\"1000\" height=\"500\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/benefits-of-knowledge-base-for-your-company.jpg 1000w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/benefits-of-knowledge-base-for-your-company-300x150.jpg 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/benefits-of-knowledge-base-for-your-company-768x384.jpg 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/benefits-of-knowledge-base-for-your-company-595xh.jpg 595w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><figcaption id=\"caption-attachment-19765\" class=\"wp-caption-text\"><em>Source: CloudTutorial<\/em><\/figcaption><\/figure>\n<p>Let&#8217;s take an example. Your company specializes in domain services, and your customer support gets dozens or even hundreds of calls requesting support to buy a new domain.<\/p>\n<div class=\"c-message_kit__gutter\">\n<div class=\"c-message_kit__gutter__right\" role=\"presentation\" data-qa=\"message_content\">\n<div class=\"c-message_kit__blocks c-message_kit__blocks--rich_text\">\n<div class=\"c-message__message_blocks c-message__message_blocks--rich_text\">\n<div class=\"p-block_kit_renderer\" data-qa=\"block-kit-renderer\">\n<div class=\"p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first\">\n<div class=\"p-rich_text_block\" dir=\"auto\">\n<div class=\"p-rich_text_section\">Imagine the time and resources you&#8217;d have to invest here, and the stress it would cause.<\/div>\n<div>&nbsp;<\/div>\n<div class=\"p-rich_text_section\"><span style=\"font-size: 16px;\">And bingo! <\/span><span style=\"font-size: 16px;\">This is where an <a href=\"https:\/\/knowmax.ai\/knowledge-base\/software\/\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">knowledge base software<\/a> comes to play.<\/span><\/div>\n<div>&nbsp;<\/div>\n<div class=\"p-rich_text_section\"><strong style=\"font-size: 16px;\">Knowledge bases are proactive and can help you create a library of self-service documents and solutions to frequently asked customer queries.<\/strong><\/div>\n<div>&nbsp;<\/div>\n<div class=\"p-rich_text_section\"><span style=\"font-size: 16px;\">Here&#8217;s a short video explaining the importance of having an online knowledge base:<\/span><\/div>\n<\/div>\n<div>&nbsp;<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"ast-oembed-container \" style=\"height: 100%;\"><iframe title=\"Knowledge Base - What is it? Why Should You Use it?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/-5fqJsR7gEI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/div>\n<p>&nbsp;<\/p>\n<p>Taking the example from above, you can have a detailed guide on how to buy and set up a new domain, as well as troubleshooting articles should your customers run into problems.<\/p>\n<p>Some companies even have a private <a href=\"https:\/\/www.proprofskb.com\/\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">knowledge base software<\/a> and help center for their employees.<\/p>\n<p>Now that the importance of having an effective knowledge base is conveyed, let&#8217;s see how you can build an excellent knowledge base and improve sales.<\/p>\n\r\n            <script>\r\n                var EhAPI = EhAPI || {}; \r\n                EhAPI.after_load = function() {\r\n                    EhAPI.set_account('ktb76s1540fl2hnhbqnrtd2npb', 'our');\r\n                    EhAPI.execute('rules');\r\n                };\r\n                (function(d, s, f) {\r\n                    var sc = document.createElement(s);\r\n                    sc.type = 'text\/javascript';\r\n                    sc.async = true;\r\n                    sc.src = f;\r\n                    var m = document.getElementsByTagName(s)[0];\r\n                    m.parentNode.insertBefore(sc, m);   \r\n                })(document, 'script', '\/\/d2p078bqz5urf7.cloudfront.net\/jsapi\/ehform.js');\r\n            <\/script>\r\n            <script>\r\n                function waitForEhForms() {\r\n                    const interval = 100; \/\/ Check every 100ms\r\n                    const checkAndLoad = () => {\r\n                        const params = new URLSearchParams(window.location.search);\r\n                        const elementorPreviewParam = params.get('elementor-preview');\r\n                        if (elementorPreviewParam && typeof EhForms !== 'undefined' && typeof EhForms.loadForms === 'function') {\r\n                            EhForms.loadForms();\r\n                            console.log('EhForms.loadForms() called successfully.');\r\n                        } else {\r\n                            setTimeout(checkAndLoad, interval);\r\n                        }\r\n                    };\r\n                    checkAndLoad();\r\n                }\r\n                \/\/ Call the function\r\n                waitForEhForms();\r\n            <\/script>\r\n        <div class='engage-hub-form-embed' id='eh_form_5161654467690496' data-id='5161654467690496'><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_Does_It_Take_to_Build_a_Good_Online_Knowledge_Base\"><\/span><span id=\"What_Does_It_Take_to_Achieve_a_Good_Online_Knowledge_Base\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #339966;\">What Does It Take to Build a Good Online Knowledge Base?<\/span><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Your online knowledge base software might be good, but you want it to be great. What does it take to achieve that?<\/p>\n<figure id=\"attachment_19766\" aria-describedby=\"caption-attachment-19766\" style=\"width: 1199px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19766 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways.png\" alt=\"Benefits of online knowledge base\" width=\"1199\" height=\"440\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways.png 1199w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways-300x110.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways-1024x376.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways-768x282.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-base-ways-595xh.png 595w\" sizes=\"(max-width: 1199px) 100vw, 1199px\" \/><figcaption id=\"caption-attachment-19766\" class=\"wp-caption-text\"><em>Source: <a href=\"https:\/\/www.atlassian.com\/itsm\/knowledge-management\/what-is-a-knowledge-base\">Atlassian<\/a><\/em><\/figcaption><\/figure>\n<p>Here\u2019s what you must do for your readers.<\/p>\n<p><span id=\"Keep_the_Information_Current\" class=\"ez-toc-section\"><\/span><strong>Keep the Information Current:<\/strong> Company products, services, and policies change all the time. When they do, your knowledge base must change as well. Your UI, settings, and button placements may have changed. Having old, dated knowledge bases can ruin the customer experience.<\/p>\n<p><span id=\"Make_It_Easy_to_Use\" class=\"ez-toc-section\"><\/span><strong>Make It Easy to Use:<\/strong> The whole point of an&nbsp;online knowledge base is to quickly and conveniently provide information to your customers and <a href=\"https:\/\/www.engagebay.com\/blog\/b2b-sales-leads\/\">leads<\/a>. If it\u2019s difficult to navigate your knowledge base, the lead might end up calling your <a href=\"https:\/\/www.engagebay.com\/blog\/customer-service-tools\">customer service<\/a>.<\/p>\n<p><span id=\"Be_Thorough\" class=\"ez-toc-section\"><\/span><strong>Be Thorough:<\/strong> You want to provide as much information on a topic or area as you can. If you have links to blog posts and other documentation, you can share those links for related reading. If your database answers all your customer\u2019s questions and even some follow-up questions, you\u2019re doing it right.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/promotional-email\/\">Read also: Promotional Email &#8212; How To Write Emails That Convert<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Create_a_Knowledge_Base\"><\/span><span id=\"How_to_Create_a_Knowledge_Base\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #339966;\">How to Create a Knowledge Base<\/span><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>You want to&nbsp;create a comprehensive online knowledge base&nbsp;for your audience, but how and where do you begin?<\/p>\n<p>Here\u2019s everything you need to know.<\/p>\n<h3><span id=\"Determine_the_Design\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">Determine the Design<\/span><\/strong><\/h3>\n<p>The format or design of your&nbsp;<a href=\"https:\/\/acquire.io\/knowledge-base\/\" data-wpel-link=\"internal\">online knowledge base<\/a> should never be an afterthought. Remember, you need an easily navigable database, so what kind of design elements would that require?<\/p>\n<p><strong>Include a search bar so users can look up what they need without sifting through your database<\/strong>. You also want clear content categories for those who don\u2019t want to use the search bar.<\/p>\n<h3><span id=\"Write_the_Knowledge_Base_Content\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">Write Excellent Knowledge Base Content<\/span><\/strong><\/h3>\n<p>With the skeleton of your&nbsp;online knowledge base&nbsp;coming together, the next step is to create the content that will become your&nbsp;database.<\/p>\n<p>This is going to be a time-consuming part of the process. You might want to work with several others within your company for this task.<\/p>\n<p><strong>Your content should be clear, crisp, and to the point.<\/strong><\/p>\n<p>You can have a casual, free-flowing voice while writing your blog. For your knowledge base though, your articles should have an instructional voice.<\/p>\n<figure id=\"attachment_17571\" aria-describedby=\"caption-attachment-17571\" style=\"width: 1061px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-17571 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM.png\" alt=\"EngageBay customer support center\" width=\"1061\" height=\"710\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM.png 1061w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM-300x201.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM-1024x685.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM-768x514.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Support-Knowledge-Base-EngageBay-CRM-595xh.png 595w\" sizes=\"(max-width: 1061px) 100vw, 1061px\" \/><figcaption id=\"caption-attachment-17571\" class=\"wp-caption-text\"><em>EngageBay customer support center<\/em><\/figcaption><\/figure>\n<p>Keep the content digestible with short paragraphs and bullet points.<\/p>\n<p>As we said before, if you have other online resources that can be used in your knowledge base, link to them.<\/p>\n<h3><span id=\"Use_Visuals_When_They_Help\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">Use Visuals When They Help<\/span><\/strong><\/h3>\n<p>Do pictures jazz up written content? Sure! We use images for that purpose here on the&nbsp;EngageBay blog&nbsp;all the time.<\/p>\n<p>Your knowledge base or help center is not a blog, though.<\/p>\n<p><strong>You want to keep all the content strictly informational, and that goes for visual content as well.<\/strong><\/p>\n<p>If an image like an in-software screenshot enhances your written content, add it! But don\u2019t just put in pictures for the sake of it.<\/p>\n<p>If you want a free software to create your own knowledge base and help desk, <a href=\"https:\/\/www.engagebay.com\/service\/help-desk-software\">try EngageBay<\/a>!<\/p>\n<figure id=\"attachment_16854\" aria-describedby=\"caption-attachment-16854\" style=\"width: 1299px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-16854 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23.png\" alt=\"EngageBay knowledge base software\" width=\"1299\" height=\"900\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23.png 1299w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23-300x208.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23-1024x709.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23-768x532.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2021\/06\/All-in-One-CRM-Marketing-Sales-Support-Software-EngageBay-23-595xh.png 595w\" sizes=\"(max-width: 1299px) 100vw, 1299px\" \/><figcaption id=\"caption-attachment-16854\" class=\"wp-caption-text\"><em>EngageBay knowledge base software<\/em><\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"8_Tips_for_a_Great_Online_Knowledge_Base\"><\/span><span id=\"8_Tips_for_Your_Best_Online_Knowledge_Base\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #339966;\">8 Tips for a Great Online Knowledge Base<\/span><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To help you put together your online knowledge base, we have eight best practices that can get more sales!<\/p>\n<h3><span id=\"1_Educate_the_Lead_in_the_Early_Stages\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">1. Educate the Lead in the Early Stages<\/span><\/strong><\/h3>\n<p>A lead has just arrived on your website. Perhaps they found you through your social media presence, advertising, or even a guest blog post.<\/p>\n<p>They don\u2019t know a lot about you at this stage, so they\u2019re just poking through the pages on your site.<\/p>\n<p>If they were interested in learning more, they might opt into your&nbsp;<a href=\"https:\/\/www.engagebay.com\/blog\/create-email-newsletter\/\" data-wpel-link=\"internal\">email newsletter<\/a>.<\/p>\n<p>They could even call you and schedule a consultation to discuss your products\/services in more detail, including pricing.<\/p>\n<p>From there, you don\u2019t quite know what will happen. The lead might be intrigued enough to try a free trial of your products\/services. They might even make a purchase.<\/p>\n<p>But just as likely, they could disappear.<\/p>\n<p>Many customers leave because they believe you don&#8217;t care about them. An extensive knowledge base library can prove that you care about what the customer needs, and this can help you win back customers.<\/p>\n<figure id=\"attachment_19768\" aria-describedby=\"caption-attachment-19768\" style=\"width: 1000px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19768 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/7-Steps-to-Producing-Knowledge-Base-Content-That-Actually-Helps-Customers.jpeg\" alt=\"Benefits of knowledge base\" width=\"1000\" height=\"498\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/7-Steps-to-Producing-Knowledge-Base-Content-That-Actually-Helps-Customers.jpeg 1000w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/7-Steps-to-Producing-Knowledge-Base-Content-That-Actually-Helps-Customers-300x149.jpeg 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/7-Steps-to-Producing-Knowledge-Base-Content-That-Actually-Helps-Customers-768x382.jpeg 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/7-Steps-to-Producing-Knowledge-Base-Content-That-Actually-Helps-Customers-595xh.jpeg 595w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><figcaption id=\"caption-attachment-19768\" class=\"wp-caption-text\"><em>Source: <a href=\"https:\/\/blog.hubspot.com\/service\/producing-knowledge-base-content\">HubSpot<\/a><\/em><\/figcaption><\/figure>\n<p><strong>That&#8217;s why you need to nurture your leads.<\/strong><\/p>\n<p>Prospects are a step up from your average lead. They enter your&nbsp;<a href=\"https:\/\/www.engagebay.com\/blog\/sales-pipeline-vs-sales-funnel\/\" data-wpel-link=\"internal\">sales funnel<\/a> already educated about your products or services. They\u2019re often more likely to buy than an average lead.<\/p>\n<p>Imagine this: now your website has an&nbsp;online knowledge library. The prospect finds this&nbsp;information database.<\/p>\n<p>Remember, they already know more about your company. In this case, a database&nbsp;fills in the gaps.<\/p>\n<p>There\u2019s now less resistance to buying from you.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/small-business-customer-service\/\">Read also: Small Business Customer Service &#8212; A Comprehensive Guide<\/a><\/p>\n<h3><span id=\"2_Write_Well_to_Attract_Traffic\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">2. Write Well to Attract Traffic<\/span><\/strong><\/h3>\n<p>You must treat your&nbsp;knowledge database&nbsp;the same way you would any other page on your site. It deserves only the most exemplary content.<\/p>\n<p>That means you cannot write in a stuffy, stilted manner. You want to provide information, but you can do so in a friendly, even conversational tone.<\/p>\n<p>Don\u2019t get too informal, but don\u2019t stuff your knowledge base with jargon, either.<\/p>\n<p><strong>After all, the primary goal of a good knowledge base is to inform your leads, prospects, and customers<\/strong>.<\/p>\n<p>If reading through your information is insufferable, the purpose is defeated.<\/p>\n<p>Writing well doesn\u2019t just make reading through your knowledge base or help center a more pleasurable experience, it also boosts traffic to the pages.<\/p>\n<p>This, in turn, can <a href=\"https:\/\/www.engagebay.com\/blog\/sales-tips-to-increase-sales\/\" data-wpel-link=\"internal\">increase sales<\/a>.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/sales-velocity\/\">Read more: What is Sales Velocity and How Do You Measure this Metric?<\/a><\/p>\n<h3><span id=\"3_Answer_Questions_LeadsCustomers_Havent_Even_Thought_of_Yet\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">3. Answer Questions That Leads Haven\u2019t Even Thought of Yet<\/span><\/strong><\/h3>\n<p>Let\u2019s continue talking about what needs to go into your knowledge database, shall we?<\/p>\n<p>You\u2019ve got your tone down, which is great. Now you\u2019re beginning to craft exemplary content mined from the collective knowledge of experts in your company.<\/p>\n<p>As you do this, think from the perspective of the lead. They might have a basic understanding of what you do, but it\u2019s just that: basic.<\/p>\n<p>When&nbsp;compiling your information for your knowledge base, ask yourself a few questions.<\/p>\n<figure id=\"attachment_19771\" aria-describedby=\"caption-attachment-19771\" style=\"width: 1200px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19771 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2.png\" alt=\"Knowledge base benefits\" width=\"1200\" height=\"675\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2.png 1200w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2-300x169.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2-1024x576.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2-768x432.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Knowledge-Bases2-595xh.png 595w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><figcaption id=\"caption-attachment-19771\" class=\"wp-caption-text\"><em>Source: <a href=\"https:\/\/getchipbot.com\/blog\/what-is-a-knowledge-base\">ChipBot<\/a><\/em><\/figcaption><\/figure>\n<p>What kind of information would a lead want to know?&nbsp;What about a prospect? Do they need a detailed history of your company\u2019s legacy? Would detailed product specs help?<\/p>\n<p><strong>While you don\u2019t want FAQs or guides to be too lengthy, you do want to provide the best information that can guide your customers.<\/strong><\/p>\n<p>In that regard, almost no question is too insignificant. Your knowledge base software should almost predict the questions your leads will have in mind.<\/p>\n<p>Remember, the more detailed information you can provide, the more helpful your knowledge base becomes in growing sales for your company.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/crm-for-small-business\/\">Read also: 9 Stats That Prove You Need a Small Business CRM Software<\/a><\/p>\n<h3><span id=\"4_Use_a_Simple_Appealing_Design_for_Your_Online_Knowledge_Base\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">4. Use a Simple, Appealing Design for Your Online Knowledge Base<\/span><\/strong><\/h3>\n<p>We\u2019ve talked about the content that goes into this knowledge base; let\u2019s get into the looks of the database itself.<\/p>\n<p>The simpler the look of your database, the better. Most leads and prospects aren\u2019t on this page to be wowed by expensive design flourishes. They just want information.<\/p>\n<p><strong>That\u2019s why your<a href=\"https:\/\/blog.hubspot.com\/service\/knowledge-base-search#:~:text=The%20search%20bar%20is%20arguably,tool%20on%20your%20knowledge%20base.&amp;text=Customers%20will%20spend%20hours%20looking,easy%20to%20find%20information%20quickly.\"> search bar must be front and center<\/a>, as mentioned earlier.<\/strong><\/p>\n<p>If a lead can\u2019t find a place to search for something, they\u2019ll probably move away from your database and even your website.<\/p>\n<figure id=\"attachment_19769\" aria-describedby=\"caption-attachment-19769\" style=\"width: 1219px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19769 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base.png\" alt=\"Search bar in EngageBay knowledge base\" width=\"1219\" height=\"532\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base.png 1219w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base-300x131.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base-1024x447.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base-768x335.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/EngageBay-Knowledge-Base-595xh.png 595w\" sizes=\"(max-width: 1219px) 100vw, 1219px\" \/><figcaption id=\"caption-attachment-19769\" class=\"wp-caption-text\"><em>Search bar in EngageBay Knowledge Base<\/em><\/figcaption><\/figure>\n<p>This makes a visible, intuitively placed search bar a critical feature to improve the knowledge base functionality.<\/p>\n<p>You and the rest of your company will have to put a lot of time into the type of search engine results that get generated when a lead types in a query.<\/p>\n<p>While your knowledge database doesn\u2019t have to be a perfect replica of Google, it should provide accurate results every time.<\/p>\n<p>For example, if a lead searches for information on your sales software, they shouldn\u2019t get results for an unrelated product. They should only see all the articles, documents, posts, pages, and lists about your sales software.<\/p>\n<p>This way, the lead can dive deep into product specs, pricing, and other information to decide if the product is right for them.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/types-of-customer-services\/\">Read also: Types of Customer Services &amp; What Suits Your Small Business Best<\/a><\/p>\n<h3><span id=\"5_Make_It_Mobile-Friendly\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">5. Make It Mobile-Friendly<\/span><\/strong><\/h3>\n<p>Another element of your&nbsp;online knowledge database is mobile-friendliness. According to data from <a title=\" and Statista\" href=\"https:\/\/www.statista.com\/statistics\/241462\/global-mobile-phone-website-traffic-share\/\" target=\"_blank\" rel=\"nofollow external noopener noreferrer\" data-wpel-link=\"external\">Statista<\/a>, most web traffic from around the world (52.2%) is coming from smartphone users.<\/p>\n<p>That\u2019s why having a <a href=\"https:\/\/bizango.com\/\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">mobile-friendly website design<\/a> should be at the forefront of any company\u2019s goals.<\/p>\n<p>You should expect that most leads and customers who access your website will do so on their phones. Having your website built with an <a href=\"https:\/\/zipwp.com\/\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">AI website builder<\/a> may be optimized for mobile users, but what about your knowledge base?<\/p>\n<p>Will your graphs and images load correctly, or will they look stretched or squished? Will your lists and FAQs appear nice and neat or misaligned due to mobile formatting errors?<\/p>\n<p>Check for any errors with formatting, images, videos, and other elements. If any of these are looking bad, change them.<\/p>\n<h3><span id=\"6_Better_Employee_Onboarding_More_Sales\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">6. Better Employee Onboarding = More Sales<\/span><\/strong><\/h3>\n<p>The time it takes to train new sales reps members to be sales-ready can distract your team from the number of sales they can make, right? Usually, but not with a knowledge base.<\/p>\n<p><strong>The information in this database can serve as a great starting point for&nbsp;<a href=\"https:\/\/www.engagebay.com\/blog\/customer-onboarding\/\" data-wpel-link=\"internal\">new employee onboarding<\/a>.<\/strong><\/p>\n<p>You can also have a separate internal knowledge base software for your employees.<\/p>\n<p>For teams in regulated industries, especially hospitals and health systems, an effective knowledge base must address compliance, privacy, and day-to-day clinical workflows.<\/p>\n<p>This guide to <a href=\"https:\/\/www.stravito.com\/resources\/knowledge-management-in-healthcare\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">knowledge management in healthcare<\/a> covers the business case and ROI, plus actionable practices like centralizing clinical guidelines, enabling real-time cross-shift knowledge sharing, embedding KM into onboarding and training, automating digests and alerts, and tracking usage to drive continuous improvement\u2014all while maintaining strong governance.<\/p>\n<p>While an online knowledge database cannot replace good old-fashioned training, the info here can augment these training sessions.<\/p>\n<p>That allows you to get more employees on the sales floor faster, earning more sales for your company.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/sales-tools-sales-techniques\/\">Read also: 5 Sales Tools and 6 Sales Techniques That Always Work<\/a><\/p>\n<h3><span id=\"7_Implement_SEO\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">7. Implement SEO<\/span><\/strong><\/h3>\n<p>We\u2019ve talked about search engine optimization earlier in this article.<\/p>\n<p>If you\u2019re not already using&nbsp;SEO best practices for your knowledge base, it\u2019s time you start.<\/p>\n<p><strong>After all, SEO stands for search engine optimization, and your knowledge base is indeed a search engine<\/strong>. That means almost all SEO tactics can and should apply. For instance, you can use canonical links or tags.<\/p>\n<p>A canonical link keeps you from posting the same content on your site twice, especially if you use the same keywords more than once.<\/p>\n<p>You\u2019ll also want to use metadata optimization. If your database is large enough, then an <a href=\"https:\/\/www.hostinger.com\/tutorials\/what-is-a-sitemap\" target=\"_blank\" rel=\"noopener\" data-wpel-link=\"internal\">XML sitemap<\/a> doesn\u2019t hurt, either.<\/p>\n<figure id=\"attachment_19770\" aria-describedby=\"caption-attachment-19770\" style=\"width: 1598px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-19770 size-full\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base.png\" alt=\"EngageBay knowledge base\" width=\"1598\" height=\"886\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base.png 1598w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base-300x166.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base-1024x568.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base-768x426.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base-1536x852.png 1536w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/02\/Marketing-Module-EngageBay-Knowledge-Base-595xh.png 595w\" sizes=\"(max-width: 1598px) 100vw, 1598px\" \/><figcaption id=\"caption-attachment-19770\" class=\"wp-caption-text\"><em>EngageBay knowledge base<\/em><\/figcaption><\/figure>\n<p>Finally, you\u2019ll want to optimize all the keywords that appear in the&nbsp;content within your online database. By targeting and testing keywords, you <a href=\"https:\/\/www.engagebay.com\/blog\/content-marketing-tips\/\">boost web traffic<\/a> to your site.<\/p>\n<p>You need a good knowledge base software to pull this off.<\/p>\n<p>Once you capture that traffic, you will have a whole new audience to sell to.<\/p>\n<h3><span id=\"8_Update_the_Online_Knowledge_Base_Often\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #993300;\">8. Update the Online Knowledge Base Often<\/span><\/strong><\/h3>\n<p>Throughout this knowledge base article, we\u2019ve addressed the looks, content, and functionality of your knowledge management solution. We mentioned that <a href=\"https:\/\/www.engagebay.com\/blog\/free-marketing-tools\/\">well-written content<\/a> could increase traffic.<\/p>\n<p><strong>Besides writing well, you also must make sure the content you include is relevant.<\/strong><\/p>\n<p>In the world of sales and marketing, things can change at a lightning-quick pace.<\/p>\n<p>Google algorithms update, new tech gets introduced, and our audiences prioritize different things.<\/p>\n<p>Does that mean you have to go back and cherry-pick what\u2019s relevant in your database every year? Someone should devote the time to that, yes.<\/p>\n<p>If a lead stumbles upon irrelevant content, this will hurt their perception of you.<\/p>\n<p>That&#8217;s why it is important to have the external knowledge base for your customers separated from your company&#8217;s knowledge base software.<\/p>\n<p>That\u2019s why, if you can, it\u2019s better to write about evergreen topics. This content has a timeless quality and will never go out of style.<\/p>\n<p>The name of this concept comes from the humble evergreen tree. Its leaves will never dull, even in the crispness of autumn or the cold of winter.<\/p>\n<p>Populating your online database with evergreen content will <a href=\"https:\/\/www.seopartners.com.au\/\">improve your SEO<\/a>. That means more people will see your database, which boosts your chances of getting more sales.<\/p>\n<p><a class=\"fasc-button fasc-size-medium fasc-type-flat fasc-rounded-medium ico-fa fasc-ico-before fa-arrow-circle-right\" style=\"background-color: #33809e; color: #ffffff;\" target=\"_blank\" rel=\"noopener\" href=\"https:\/\/www.engagebay.com\/blog\/sales-prospecting-tools\/\">Read also: 15 Sales Prospecting Tools For a Tight Budget<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><span id=\"Conclusion\" class=\"ez-toc-section\"><\/span><strong><span style=\"color: #339966;\">Conclusion<\/span><\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>An online knowledge base comprises your most valuable tips, techniques, best practices, and other pertinent information.<\/p>\n<p>Regularly adding and updating the content here is crucial for the benefit of your customers. When implemented effectively, this knowledge base can significantly enhance your company&#8217;s sales.<\/p>\n<p>To maximize its effectiveness, it is essential to choose a simple database design with a strong emphasis on prioritizing the search bar.<\/p>\n<p>Now that you understand the immense value an online knowledge base brings to increasing sales, we encourage you to integrate one into your website.<\/p>\n<p>Utilizing an excellent knowledge management software can be immensely helpful. It allows you to organize relevant knowledge base articles, optimize them for SEO, and enhance customer engagement.<\/p>\n<p><strong><a href=\"https:\/\/www.engagebay.com\/\">EngageBay<\/a> is an excellent knowledge base software<\/strong> &#8212; you get the complete customer support package including multiple knowledge bases, canned responses with answers to common issues, a <a href=\"https:\/\/www.engagebay.com\/resources\/main-features-of-helpdesk-software\">help desk<\/a>, a dashboard with detailed analytics, a live chat widget, ticketing systems, and automation.<\/p>\n<p>At its core is a powerful, centralized <a href=\"https:\/\/www.engagebay.com\/crm\/online-crm\">CRM<\/a> database.<\/p>\n<figure id=\"attachment_19405\" aria-describedby=\"caption-attachment-19405\" style=\"width: 1202px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-19405\" src=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free.png\" alt=\"EngageBay features\" width=\"1202\" height=\"789\" srcset=\"https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free.png 1202w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free-300x197.png 300w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free-1024x672.png 1024w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free-768x504.png 768w, https:\/\/www.engagebay.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-Service-Software-Try-EngageBay-for-Free-595xh.png 595w\" sizes=\"(max-width: 1202px) 100vw, 1202px\" \/><figcaption id=\"caption-attachment-19405\" class=\"wp-caption-text\"><em>EngageBay features<\/em><\/figcaption><\/figure>\n<p>Sign up for <a href=\"https:\/\/www.engagebay.com\/\">EngageBay<\/a> now &#8212; no credit card or commitments needed.<\/p>\n\r\n            <script>\r\n                var EhAPI = EhAPI || {}; \r\n                EhAPI.after_load = function() {\r\n                    EhAPI.set_account('ktb76s1540fl2hnhbqnrtd2npb', 'our');\r\n                    EhAPI.execute('rules');\r\n                };\r\n                (function(d, s, f) {\r\n                    var sc = document.createElement(s);\r\n                    sc.type = 'text\/javascript';\r\n                    sc.async = true;\r\n                    sc.src = f;\r\n                    var m = document.getElementsByTagName(s)[0];\r\n                    m.parentNode.insertBefore(sc, m);   \r\n                })(document, 'script', '\/\/d2p078bqz5urf7.cloudfront.net\/jsapi\/ehform.js');\r\n            <\/script>\r\n            <script>\r\n                function waitForEhForms() {\r\n                    const interval = 100; \/\/ Check every 100ms\r\n                    const checkAndLoad = () => {\r\n                        const params = new URLSearchParams(window.location.search);\r\n                        const elementorPreviewParam = params.get('elementor-preview');\r\n                        if (elementorPreviewParam && typeof EhForms !== 'undefined' && typeof EhForms.loadForms === 'function') {\r\n                            EhForms.loadForms();\r\n                            console.log('EhForms.loadForms() called successfully.');\r\n                        } else {\r\n                            setTimeout(checkAndLoad, interval);\r\n                        }\r\n                    };\r\n                    checkAndLoad();\r\n                }\r\n                \/\/ Call the function\r\n                waitForEhForms();\r\n            <\/script>\r\n        <div class='engage-hub-form-embed' id='eh_form_6268678992035840' data-id='6268678992035840'><\/div>\n","protected":false},"excerpt":{"rendered":"<p>The primary focus of most companies when it comes to customer services lies in being reactive. 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https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>8 Incredible Ways To Create an Online Knowledge Base<\/title>\n<meta name=\"description\" content=\"With an online knowledge base, you can have troubleshooting guides, how-to articles, and quick answers to your customers&#039; FAQs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 Incredible Ways To Create an Online Knowledge Base\" \/>\n<meta property=\"og:description\" content=\"With an online knowledge base, you can have troubleshooting guides, how-to articles, and quick answers to your customers&#039; FAQs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.engagebay.com\/blog\/online-knowledge-base\/\" \/>\n<meta property=\"og:site_name\" content=\"EngageBay - 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