“A Knowledge Base is a collection of information about a particular subject.”
The internal knowledge base is essentially self-service for your employees. As implied, it is only displayed internally. Meaning, only your employees can view it. Internal KB (Knowledge Base) can be a source of important company information. It can also improve efficiency, performance, and employee knowledge.
To keep your company knowledge base organized, simply create different categories for different topics. For instance, you could create different sections for the onboarding process, company news, and how-to guides. This will create a structure through which your employees can easily find whatever information they need.
Moreover, you can add a Forum and Suggestions/Feedback option for each category. Thus, each agent has access to the database of common questions and answers that have been asked by other agents. This greatly reduces the time it takes for each agent to solve their problem.
The internal KB is usually a part of more complex software, such as help desk software. In such a system, you can create both internal and external knowledge bases.
After you log in, simply navigate to the Knowledge Base based as shown in the screenshot below.
For improved organization, create categories based on your company’s needs and preferences. Click on create and fill in all the necessary details.
Don’t forget to select the internal access if you want the information to be private and only accessible by members of your organization.
After you’ve created your categories, you can start filling them with content. You can create articles, Forums, or Suggestion categories.
If you have LiveAgent, read our in-depth Knowledge base guide or check out the video demo below.
The onboarding process can be long and strenuous sometimes, especially if you do not have a proper management system. Let’s take a look at an example. Your company has onboarded a new member of the customer service department. Thus, you need to ensure the employee is up to speed with the company information, training, and organizational structure.
More often than not, the amount of new information/knowledge is pretty stressful to remember for a new employee. Therefore, having an internal KB can ensure that the agent goes through the onboarding smoothly. All the information will be there, so the new agent can also go back and reflect on the internal information if needed.
Even an experienced senior customer service agent does not know all the answers. Sometimes there are brand updates, new promotions, or legal changes that the agent might not be aware of. When you’re in a bind and don’t know where to find the answer to your question there is only one place to go — the internal knowledge base. The internal knowledge base enables you to search for information quickly. As a result, all agents can provide prompt and quality customer service.
1. Write down your company’s needs and preferences
2. Research on software review websites
3. Narrow down the best help desk software
4. Compare the price, features, usability, and customization options
5. Sign up for free trials, test each software and make a final decision.
Would you like to have your own Internal Knowledge base?
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LiveAgent is a cloud-based help desk and customer support software that helps companies provide excellent customer service, monitor customer satisfaction, and reduce the overall cost of customer support.
To be more specific, the system displays all the customer service tickets in one place. Thus, emails, calls, SoMe inquiries, and live chats are all displayed in one interface and evenly distributed between your customer service agents. As a result, any company that uses help desk software can handle customer queries from different support channels in an efficient manner.
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