How to Build a Knowledge Base in 6 Steps [+ Examples]

A knowledge base is a digital library of product information that educates users through various resources such as how-to articles, step-by-step instructions, guides, and FAQs. It helps customers solve their problems independently without relying on support agents, reduces the workload for customer service teams, and improves overall user satisfaction. To create an effective knowledge base, start with keyword research and common questions, define categories and structure, create reader-friendly content, maintain a consistent design and format, optimize it for different devices, and regularly audit its content. Additionally, follow best practices such as designing easy navigation, keeping the content straightforward, making it searchable, and updating it consistently. There are various knowledge base tools available like Intercom, Zendesk, and HubSpot to help manage and organize your self-serve support system.