6 types of content for a knowledge base that supports your customers

Are you wondering what type of content you should include in your knowledge base? If so, you're in the right place!

Well-built knowledge base software allows customers to help themselves and learn about your product at their own pace, which reduces frustration and ultimately leads to a smoother user experience.

However, this is often easier said than done. Whether you’re creating a knowledge base or reigniting an existing one, you need strong content that educates readers, resonates with their needs, and is interesting and easy to use.

And that's where we come in to help.

In this article, we will look at the six most important types of content you should include in your knowledge base, along with actionable advice and examples so you can help your customers and take your business to the next level.

Let's dive in!

Why you need a knowledge base

Before we get into the specific types of content, it's important to understand why having a knowledge base is so important for your business.

Here are a few benefits you can expect:

• Reduce support costs - By making it easy for customers to find answers on their own, you'll decrease support ticket volume.
• Improve customer satisfaction - Since your team has more time to help each person when there is a problem that requires their intervention, this generally leads to happier customers, boosting satisfaction scores across the board.
• Increase customer independence - A knowledge base builds customer confidence by giving them the tools to navigate your product and find new, creative ways to use it.
• Boost SEO performance - Knowledge bases contain comprehensive, keyword-rich content, which can improve your organic SEO strategy. This can help you attract traffic and boost visibility.
• Higher product adoption rates - By providing tailored content for different user segments, you can drive deeper engagement and improve your average customer lifetime value and engagement rate.

And this is only the beginning!

A well-made information database can help you grow and improve customer success. Over time, you'll get to see how people use your knowledge base, which you can use to tweak product onboarding, add new features, and much more.

6 types of content your knowledge base needs

Now that you see why this is so important, let's go over the six basic content types that can constitute the structure of a successful knowledge base.

1. How-to guides

How-to guides form one of the most important parts of any knowledge base. These resources will provide customers with detailed, step-by-step instructions on how to use your product. These guides can include different things like product setup and using specific features.

Source: KnowledgeOwl

Why they're important:

How-to guides empower customers to use your products or services independently and with confidence. By organizing tasks in a logical, actionable way, it's more likely they can follow the steps and find success.

When creating how-to guides, use clear, simple language. Steer clear of jargon and break tasks down into easy-to-follow steps. My advice is to put yourself in your customers' shoes. Describe each step they need to take, being sure to include action words so the reader can easily follow along.

It's also a good idea to enhance your how-to guide with visuals. Screenshots, diagrams, and GIFs can help explain complicated processes and improve retention.

2. Frequently asked questions (FAQs)

We would argue that FAQs are probably among the most commonly used knowledge base features. These concise, straight-to-the-point answers to common customer questions make them the go-to resource for people when they have a problem but don't know where to start.

Source: SearchWP

Why they're important:

FAQs free up time for both customers and support teams by quickly and accurately answering questions. Think about it this way: your customer support staff will have more time to help other customers, and people won't have to wait to talk to your team when they have FAQs at their fingertips.

We've found that these are especially useful for new customers or those using your product for the first time.

Here are a few quick tips for creating better FAQs:

• Categorize questions - Group similar topics together to make the FAQ easy for people to find the section that resonates with their needs.
• Keep answers concise - Provide direct, actionable responses. Link to additional resources if necessary.
• Update regularly - Review FAQs based on customer feedback so you can keep your knowledge base relevant and valuable.

3. Troubleshooting guides

Troubleshooting guides help people self-diagnose and fix their problems without reaching out to a support representative. Normally, these include a set of potential issues, what can cause them, and viable solutions.

Source: Duplicator

Why they're important:

Troubleshooting guides are important because they are essentially 24/7 support. If you have a limited customer service team, a troubleshooting section in your knowledge base can save time so your team can help folks with more idiosyncratic issues.

You'll want to cover how to fix as many issues as possible, from login errors to problems with specific features.

For example, a guide on fixing login issues might start with simple solutions like checking one's password before progressing to more advanced steps.

We suggest incorporating common error messages and visual aids to make it easier for users to identify their issues and find the right fix. By aligning these guides with real-world scenarios drawn from support data, there's a much better chance your content will resonate with readers.

4. Video tutorials

Some of your customers are visual learners, and for them, video tutorials are the most important part of your knowledge base. Videos are an excellent way to show processes that aren't best explained through text or static images alone.

Source: AIOSEO

Why they're important:

Videos keep customers engaged in the learning process with an immersive experience. They can be great for demonstrating workflows and technical tasks, especially during onboarding. There’s a good reason why 94% of marketers who use video content say it improves their customers’ understanding of their product.

This type of content also significantly cuts down on support tickets by making complicated instructions simple and readily accessible through video.

When making video tutorials, brevity and clarity are crucial. Try to keep videos under five minutes long to keep your audience engaged, and ensure that you're covering only one specific topic per video.

To make it more accessible, add closed captions and a written summary or transcript of each video. This will not only help the users who are more comfortable with text but also improve on-page SEO, which makes your content easier to find.

5. Best practices and tips

Tips and best practices give you a chance to share your expertise and provide your customers with valuable information on how to get the most out of your product. This kind of resource often appears within existing content as a "fun fact," "expert tip," or something similar.

Why they're important:

Best practices empower not just your users to achieve better outcomes but also help you build trust with your audience. Showing customers how to get the most from your product will only make them more loyal and drive long-term engagement.

When creating this type of content, make sure it caters to different skill levels. Provide basic tips that will make it easy for beginners to get started and also share techniques or lesser-known features that can elevate the experience for more advanced users.

6. Release notes and updates

Release notes and updates help keep customers informed on the latest developments in your product, including new features, enhancements, and bug fixes.

Source: KnowledgeOwl

Why they're important:

Keeping users in the loop builds trust and transparency, showing that your company is actively working on improving the product. Also, by keeping customers informed about updates, you will be able to encourage them to explore and adopt new features, increasing their engagement with the product.

When writing release notes, use simple, jargon-free language and focus on the benefits to the customer. For example, instead of saying, "Implemented a new API endpoint for feature X," phrase it as "You can now integrate feature X with other tools for a smoother workflow."

Organize release notes into clear sections, such as "What's new," "Improvements," and "Bug fixes," to make them easy to scan. Sharing these updates in a dedicated section of your knowledge base ensures users always have a central place to stay informed.

Best practices for creating high-quality knowledge base content

Now that you know some of the common types of content to include in your knowledge base, we would like to highlight some best practices so you can build a knowledge base that benefits your business and customers.

• Understand your audience - Tailor content to your customers' needs and skill levels. Research frequently asked questions, common challenges, and the level of technical expertise to create content that best fits their needs. For example, beginners may need basic how-tos, while advanced users want in-depth documentation.
• Be clear and concise - Use plain language to explain the purpose of each page so readers know they're in the right place. Then, break up content into digestible bits using bullet points or lists to make it easy to scan. Clear, concise content helps customers find solutions quickly and reduces frustration and support tickets.
• Keep it consistent - Standardize formatting, terminology, and style across all content. This may also involve standardizing the tone, fonts, and visual elements used to give the knowledge base a polished and professional look. Consistency builds trust and makes navigation intuitive for users.
• Optimize for searchability - Use relevant keywords and have an efficient internal search feature to help users find access to information quickly. Use synonyms and common phrases that your customers might use in a search so that users can find what they need quickly, even if they use varied search terms.
• Stay up-to-date - Schedule periodic reviews to ensure all content remains accurate and up-to-date. Outdated information can confuse customers and diminish trust in your knowledge base. Regular updates also allow you to incorporate feedback and new product developments.
• Improve accessibility - Follow accessibility guidelines and make sure your content is mobile-friendly. Add features such as alt text, transcripts, and a responsive design so anyone can use your database. Accessibility doesn't just widen the reach of your audience, but it shows your commitment to inclusivity and helping anyone who needs it.

Final thoughts

A good knowledge base is a potent tool that will help improve customer satisfaction and decrease the workload of your support team.

If you create and share some of the different types of content we discussed today, you'll have a much better chance of connecting with your audience and helping them get the most from your brand.

We suggest starting with the most important pillars of your business, which will vary based on your industry and what you sell. Then, expand and cover as much specific information as you can in your database.

Finally, it's important to remember that the best knowledge bases evolve with your customers based on their needs and pain points. With regular updates, user feedback, and a commitment to high-quality content, your knowledge base will remain a valuable asset for years to come.