A multi-lingual knowledge base for international customer support

A knowledge base is a self-serve online library of information about a product, service, department, or topic available for customers, leads or for internal needs. The data in your knowledge base can come from anywhere. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base, such as your employees for example. The content can range from the ins and outs of your HR or legal department to an explanation of how a product works. The knowledge base may include FAQs, manuals, troubleshooting guides, runbooks, and other information your team may want or need to know.

Your knowledge base tool must do more than just exist. It has to be good. The first thing to note is that a help center is, at its core, documentation. Keep that in mind when thinking about your knowledge base. You’re not writing a blog post on wordpress or a novel. You’re writing help articles. Understand your objectives and the tone you want to set with your knowledge base. Then, move on to the fun part. Here’s the basic process of building a knowledge base: - Decide on the core elements of your knowledge base - Choose your knowledge base content - Agree on the structure of your knowledge base articles - Write your knowledge base articles - Add visuals to your content - Publish your knowledge base - Analyze and improve your articles

Often, customers feel the need to have dedicated support accessible as a self-service option. With a multilingual knowledge base, you can build multiple knowledge bases based on different languages to adapt your articles to your customers.