Staying Smart with an Internal Knowledge Base
What is an internal knowledge base?
An internal knowledge base or internal KB is a knowledge base setup by a company that is strictly for internal use. An internal knowledge base is a great way for companies to provide employees with important, easy to find information, but since it’s internal only, there is no risk of sharing private or sensitive information with the general public.
A good internal knowledge base streamlines communication across teams, saving time and energy. Zendesk Help Center is intuitive and easy to use, and is built for employees on both sides of an interaction.
A different approach
Likewise, an employee has a question about an HR policy or commuter benefits. Not only can they not find the answer, but they don’t even know where to look. So they stop working and start emailing people until they get what they need.
Both scenarios involve a waste of time and productivity, not to mention dissatisfied customers, all of which could have been prevented with an internal knowledge base: a simple, easy to navigate resource that provides employees with relevant information not available to the outside world.
Did you know?
While many companies already employ a knowledge base for their customers, some information, particularly things like HR and payroll articles, are not suitable for an externally facing resource.
Providing an internal knowledge base solves many of these issues:
- Faster, better customer service. Whether an agent is helping a customer in real-time—over the phone or IM—or responding to a support ticket, all customers want quick resolutions to their problems. Good internal KB management is the best way to give support agents the information they need to quickly resolve these issues.
- Increased productivity. Every minute an employee spends looking for information about vacation policies or health benefits is a minute they could have spent working. Not to mention the strain it puts on internal teams like HR to respond to these questions. An internal knowledge base reduces this downtime considerably.
Time for a solution
How Zendesk helps
A good internal knowledge base streamlines communication across teams, saving time and energy. Zendesk Help Center is intuitive and easy to use, and is built for employees on both sides of an interaction.
Zendesk gives you the power to give your employees the same great self-service experiences you give your customers. Zendesk helps companies manage and streamline all employee support interactions in a single, organized location. Zendesk’s analytics and dashboards enable internal teams like HR and IT to measure how efficient and productive they are and how satisfied other employees are with their service so they can make better decisions.
Likewise, Zendesk allows support teams to create a robust internal knowledge base that grows and improves over time, making sure support agents always have quick access to the information they need.
Additional Resources
We have more to say about this. Have a look below.
Creating an internal knowledge base is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.
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