How do knowledge bank

Combining your knowledge base with a centralised content strategy is key to success. By now, you should be thoroughly convinced that a new knowledge base is the way forward for your bank. They expect you to attend to them at their every need, without delay.

A single source of truth is the best way to serve your employees, taking information out of documents and ensuring it can be accessed in a centralised repository. Take Document for a free spin. Document Team. Knowledge Management.

Book a Demo Sign up. Sign up Now. Choosing a knowledge base for your banking institution. Get Started. Document Team Knowledge Management Dec 27, Related Articles. They also maintain a strong searchability factor on their knowledge base homepage, with a prominent search bar.

Just in case you can't find your answer by searching or by scanning, you can raise a support ticket or contact the company at the top right hand of the page. Everything is clear, intuitive, and lacks clutter and complexity:. Looking at the actual knowledge base articles, you'll see Decibel Insight often uses a combination of thorough text instructions and visual video-based education.

This maximizes for both dinstinct learning style and the SEO benefits of thorough how-to text:. They also have a status indicator that updates in real time to let you know if there have been any technical incidents. Some of their articles are comprehensive and educational, others are more straightforward and feel like scaled out customer support articles. They read like simple FAQs, which, depending on the context, may be just what you're looking for.

Moz is a stellar example of using knowledge base content not simply for reactive customer support, but for proactive customer education as well. They even refer to their knowledge base as a "learning center," which shows you how they're framing their efforts. This is different than most knowledge bases, in that it's not explicitly product focused. It's not about what Domain Authority means or how to find it in the tool. It's about SEO more generally and how to excel at the dark art. The rest of the learning center continues on this way, with lessons in many different facets of SEO.

Finally, you get to a point where you can get product specific content. This breaks down further into different knowledge base sections, such as support community , their outstanding blog, and a video-based academy.

Here's an example lesson from their academy:. Any given product-based help article is high quality, and it includes a variety of teaching styles — step-by-step text, images, video. They're comprehensive and it's hard to imagine walking away without finding your answer. So here are a few ideas:. Generally speaking, you want to cover real objections and questions customers may have not ones imagined by your branding or SEO team.

Ecommerce companies need to worry about customer success and retention , too. Death Wish Coffee does this well :. As a result, there is now a variety of knowledge base tools and software for companies of any size or stature. Options range from knowledge base software and FAQ software all the way to enterprise solutions. First, if you can rig up your CMS software to serve the purpose of a knowledge base, that may work alright for you. With this, you simply need to install the plugin, add categories, add articles, and choose a page where your knowledge base will be accessible.

Further instructions for building a knowledge base on WordPress can be found here. Some questions that may help you choose could be:. Building a knowledge base can help you scale out your customer support and customer success efforts — without having to add new customer support staff.

As such, it can help you reduce costs, improve customer satisfaction , and boost the ROI of your customer success organization. In addition, it can help you to focus more on proactive efforts such as customer education and empowerment instead of simply reacting to support tickets.

This shift can be a huge organizational win. There are many ways to build an effective knowledge base, but it all boils down to answering important and frequent issues that come up with customers. HubSpot is releasing knowledge base software in Get notified when it's ready for action. Logo - Full Color. Contact Sales. Overview of all products. Marketing Hub Marketing automation software. Service Hub Customer service software. CMS Hub Content management system software.

Operations Hub Operations software. App Marketplace Connect your favorite apps to HubSpot. Why HubSpot? What Is a Knowledge Base? Source A knowledge base allows you to create self-service customer support content around recurring topics, issues, and themes. How to Create a Knowledge Base. Start with the design and structure.

How to Choose Knowledge Base Topics. How do you know what topics to choose for your knowledge base? Sample view of Google Analytics from my own site Here's how Lizzie Burns , Content Strategy Manager at SurveyMonkey's Help Center, finds trends for knowledge base content creation: "Listening to customers is core to who we are as a company.

Know your audience. Keep your knowledge base on brand. Consider accessibility. Update your knowledge base with every product update or launch. Share your knowledge base everywhere. Measure its effectiveness. That translates to a better work environment and lower costs.

Once you put a good knowledge base in place, backed by a plan for knowledge management, customers and employees find answers themselves. Beyond implementing a strong knowledge management system, here are tips on building and maintaining a knowledge base. Then look at your customer satisfaction and productivity goals; if your organization could do better, a knowledge base is a great place to start.

This is no easy task -- content is everywhere. Collect FAQs and answers from any department that provides service. And we mean any department, like the guys who build trade shows, the people in IT, HR.

Teams across the organization all can and should contribute to your knowledge base. And they should be part of the knowledge management process that maintains it. Create a style guide, so that all of the information you pour into your knowledge base looks and sounds the same. This covers the entire visual presentation including font, type size, colors, and even images.

Figure out how your company or organization talks. The people in marketing can help. Make sure you have the right tools for hosting and managing your knowledge base. Everything from the frequency of content changes to how customers typically interact with your information should be part of your decision.

And easy to use. Allow contributors to use speed-templates to upload data. Use labels and search terms to categorize information and make articles easier to find. Organize the content to fit your organization and then be careful to maintain it. This is where the creation of your knowledge base flows into the ongoing task of knowledge management.

Implement a system of analytics, so you understand how people are using your content. Building out that set of content is no small task, so is it worth spending the effort? An effective knowledge base can vastly improve your customer service.

And in good news, your knowledge base will start being useful long before you have completed all or even most of the possible content it will contain. Once you document those items, move on to the next tier of common misunderstandings, challenges, and queries. You probably already have content you can add to your knowledge base. Look for FAQs, release documentation, and internal materials that contain information customers could also use.

Your customer service tool likely contains plenty of well-worded, reusable explanations to draw from. Copy all of that information into one place so you can see what you have, what you still need, and where you might have inconsistencies or duplication. Clearly structuring and arranging all of that information is key to a successful knowledge base.

Earlier in this process you have likely identified gaps in your current set of knowledge. Those answers can form a perfect base for new content. When you have prioritized the list of questions you want to cover, you can begin to create new knowledge base content.

Then you can build on that outline, applying a consistent voice and tone, always keeping in mind the task, question, or mindset that your end reader is likely to have.