10 Knowledge Base Examples That Get It Right

The speed and ease with which a customer is able to find a solution to their problem is all part of a great customer experience.

A knowledge base is one of many self-service tools you can offer your customers so they can find answers for themselves without asking for help and waiting for your reply. Think of the last time you assembled furniture — sure, we’ve all run into a set of unhelpful instructions before, but the scarier alternative is calling in and listening to “Now attach widget G to slot Z” for two hours straight. Sometimes the best solution is one that helps you help yourself.

From top to bottom, a knowledge base should be educational, motivational and organized. It must answer common questions efficiently to save customers time and confusion. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical.

As a point of inspiration, some years ago Wistia shared this fascinating graph around their own support department’s numbers. Without sacrificing service quality, their Learning Center allowed a support team of three (at the time) to achieve some heroic numbers.

If it all sounds overwhelming, it doesn’t have to be. We’ve previously explored how to write a practical and useful knowledge base article, and here are 10 stellar knowledge bases that are worthy of studying and emulating.

10 great knowledge base examples

1. Asana

Many knowledge bases start off with a giant search bar in the middle of the page. What makes Asana different is that they understand their three most important types of inquiries: the basics, the multiple functionalities, and leadership tips on using their product effectively. In short, it’s a very useful guide.

When you click on the basics, this is what their menu looks like:

Asana knowledge base

This is by far one of the most comprehensive, well-designed knowledge bases we've seen. Knowledge bases — especially for a tool like Asana — are invaluable to onboarding new customers and users; in fact, they could serve as a warm and friendly first impression. Check out Asana’s knowledge base for yourself.

A knowledge base gives your customers access to instant answers. Check out Docs from Help Scout.

2. Loco2

When designing a knowledge base, it’s important to envision how and where a customer might need it. For train ticket provider Loco2, that may be when a customer is at a train station, confused and lost, desperately looking for a solution.

Very clear and simple navigation is vital in that case, but what makes their knowledge base even better is how their articles are designed. Here’s an example:

Loco2 knowledge base

The “In This Article” section tells customers what to expect instead of making them search for it. A simple table of contents within the content is invaluable to directing customers and providing everything needed to answer their questions.

3. Dropbox

For a service like Dropbox, it makes sense to pull out the most common issues right on the main page. The use of illustrations helps reinforce their friendliness — comforting for people in need of help.

Dropbox knowledge base

After the featured articles, which point customers to help with the most common use cases and issues, Dropbox uses their help center to highlight ways to get more value from Dropbox.

The bottom section promotes Dropbox features that customers who use basic folder syncing may never have seen. If you’re confident that your help will resolve the problem your customer is facing, then using the help pages to deepen customer engagement is a powerful tool.

4. Yoast

When I came across Yoast’s knowledge base, I fell in love with how they organized an abundance of content.

Yoast knowledge base

For a service like Yoast, it’s practical to create entirely separate categories for all the services and functionalities that they work with. It’s not practical to have a FAQ here because they have too many different services and functions for compiling a short list of the most asked questions.

Instead, making each functionality or service a category with its own content creates an effortless user experience. Imagine if they didn’t have those categories and only relied on a giant search bar. Sure, the search would eventually lead you to the answer, but it may take a great deal of sorting through lots of information, and landing on something that seems like the solution but isn’t only adds to the frustration.

5. Dyson

Outside of the software world, many companies support an enormously varied customer base. Dyson’s help site covers their range of home appliances, customized to the visitor’s country.

Dyson knowledge base

For physical and distinctively designed products, using product photos to help customers find the right section is a big time saver. Customers can click their way through photos to the page that has the information they need.

They also offer a direct serial number lookup option, which is a handy shortcut for people in a hurry.

6. Lyft

Ridesharing service Lyft published a “Tips” sectionaimed at helping their drivers create better customer experiences. It’s separate from their customer and driver help center, which they link to prominently at the top of the knowledge base.

Lyft knowledge base

The Tips section is almost magazine-like in it’s visual format, a scannable layout that is built for browsing more than searching. If your knowledge base is less about fixing issues and more about teaching, spend some time on their site and consider how this style might work for you.

7. Campaign Monitor

Email marketing tool Campaign Monitor has created a clean, well-structured set of articles. Watch our interview on the Campaign Monitor knowledge base redesign project for some behind-the-scenes details!

Campaign Monitor knowledge base

The design of the main page is search-focused, but below the search bar the content is broken into categories that match the functional areas of their application. Customers can easily navigate to the right help section using the knowledge they’ve built up using the product.

The addition of an “app status” indicator is a smart way to redirect customers experiencing problems to the status update page if there is a widespread issue occurring.

8. Gov.uk

While not a knowledge base in the “help using this web application” sense, gov.uk really is a huge set of knowledge about the UK government. The pages are uncrowded, and the design is refreshingly simple and clear.

UK Government knowledge base

In the screenshot above, note the introductory paragraph which explains the purpose of the section, but also links to the major information visitors may want next.

For your own knowledge base, consider how you are cross-linking help pages for the benefit of people who may be navigating through your pages or who have arrived from an external link.

9. Beachsafe

In Australia, beach knowledge is an essential component of life for much of the population. Beachsafe is created by Surf Life Saving Australia to help keep beachgoers alive and well.

Beachsafe knowledge base

A knowledge base like this one faces the challenge of a broad audience, some looking for very specific information on particular beaches and others looking for an overview of beach safety.

With heavy use of videos and clear copywriting, the website does a great job of presenting a lot of information in an uncomplicated format.

10. Canva

Canva provides web and mobile graphic design tools, and that design influence is very obvious in the beautiful Canva Support pages. The left navigation column offers visitors clear choices to help them get closer to the right answer.

Canva knowledge base

The main page contains a mixture of “how to do X” links, company information, and technical support options, based on what they see in their incoming support mix.

The “Popular searches” links are a good way to both teach customers how they can search and to include links to the most common topics right up top as an extra form of quick navigation.

Content complements conversations

The “Open” sign is always lit for an online business — at least that’s how the customer sees things. Looking for help even at odd hours and not finding it carries the same disappointment as showing up to your favorite restaurant and finding it closed.

Although your business may run 24/7, you don’t (and shouldn’t).

By having a helpful knowledge base that’s easily accessible, as well as a great support team for those problems that need a little extra help, anticipatory service reflects something remarkable about an organization: their vigilance, precision, and understanding of the whole customer experience.

Download Your Free Guide

Download Your Free Guide

From your initial search to final purchase and setup, this (unbiased) resource will help make choosing any help desk easier.

Help Scout

Help Scout

Help Scout makes customer support tools that keep customers happy as you grow. Try it free today!

10 Knowledge Base Examples That Get It Right

Playlist

Self-Service Customer Support

Customer service starts well before your customer is talking to your support team. Improve your self-service experience with better contact form design, be inspired by effective help documents, and help your customers help themselves.

10 posts 6 authors