deskubots logo

18 Examples of Knowledge Base Done Right

18 Examples of Knowledge Base Done Right

Table of Content

Navigating the labyrinth of knowledge base creation can seem like a daunting task, but you're not alone in this journey. With the right guidance and examples, your business can also implement a robust and effective knowledge base that not only answers your customers' queries but also enhances their overall experience.

In the following discussion, we're going to dissect 18 examples of knowledge bases that are hitting the mark, allowing you to draw inspiration and implement successful strategies into your own venture.

So, are you ready to take a leap and transform your customer service game? Let's explore further.

Key Takeaways

  • A well-designed and maintained knowledge base can benefit both customers and support teams by providing quick access to information, reducing workload, and increasing customer satisfaction.
  • Site design plays a crucial role in enhancing customer service and user experience, aligning with brand identity, and making content easy to navigate.
  • Effective knowledge bases include key elements such as search functionality, additional support options, customization, and regular maintenance.
  • Examples of effective knowledge bases, such as Nike, Spotify, Instagram, Lyft, Airbnb, Nimble AMS, Cleverbridge, UCAS, UPS, and First Direct, showcase different approaches to delivering user-centric information, resolving issues promptly, and empowering users to find answers independently.

18 Knowledge Base Examples That Get It Right

Let's dive into some impressive knowledge base examples that really hit the mark, offering valuable insights for your own strategy. A knowledge base is a powerful tool that consolidates information for easy access and decision-making. When organized effectively, it can enhance the customer experience by saving time, reducing confusion, and providing insights into user behavior.

Consider the knowledge base software of brands like Nike and Spotify. They've created a system that not only improves their SEO but also reduces their support volume. By empowering customers to find solutions themselves, they've elevated their customer support to a new level.

The key to an effective knowledge base lies in its search functionality and easy access to additional support. It's not just about dumping information. It's about customization, design, organization, and maintenance. Keep these elements in mind as you create or refine your own knowledge base.

What is a knowledge base?

So, what exactly is a knowledge base? It's a centralized hub storing information and data, providing quick and easy access to knowledge. It's designed to help you, the customer, resolve issues efficiently, find answers to queries, and make informed decisions. It's like your personal helpline, only without the hold music.

A knowledge base doesn't just cater to existing customers. It also attracts potential customers to your website. How? Well, the content in a knowledge base can boost your SEO ranking. This means your site gets noticed more, drawing in more traffic.

But it's not just about information; it's also about support. A well-organized knowledge base can reduce the volume of support queries you get. It empowers customers to find solutions independently, saving them time and energy.

The organization of your knowledge base is crucial. It needs features like search functionality, additional support options, and customization to meet your customers' needs. This way, a knowledge base doesn't only provide information, it also enhances the overall customer experience. It's a win-win for you and your customers.

The benefits of creating a knowledge base

Having understood what a knowledge base is, it's important to explore why creating one could be a game-changer for your business.

The benefits of creating a knowledge base are numerous. It's a fantastic tool to help customers find answers independently, reducing the load on your support team and increasing customer satisfaction.

Studying knowledge base examples like Nike and Spotify, you'll notice that a great knowledge base is more than just a hub for information. It's a self-service portal that empowers customers, allowing them to resolve issues and make informed decisions. This not only saves time but also reduces customer confusion, making their journey with your brand smoother and more enjoyable.

But it's not just about the customers. Your business also reaps significant benefits. A well-developed knowledge base can boost your SEO, driving more traffic to your website. It can also provide valuable insights into user behavior. These insights can help you identify common customer issues, allowing you to address them proactively and reduce support volume.

Ultimately, a great knowledge base can improve efficiency, productivity, and customer satisfaction – a winning combination for any business.

Meet Docs, Help Scout's knowledge base solution

Diving into Help Scout's solution, Meet Docs is a powerful tool that allows you to create a professional, user-friendly knowledge base with ease. This article section enlightens you on how Meet Docs, being one of the best knowledge base examples, helps you get it right the first time.

Meet Docs takes center stage as Help Scout's knowledge base solution. It's a game-changer, offering a What-You-See-Is-What-You-Get (WYSIWYG) editor that requires no coding knowledge. Just imagine having the ability to customize a robust and media-rich help center at your fingertips. That's the power Meet Docs puts in your hands.

It also leverages AI-powered editing tools, which makes the creation process even smoother. You need not worry about the accessibility of your content. Meet Docs has got you covered by placing the search bar front and center for quick access to information. This thoughtful design ensures that users can find what they need immediately.

Site Design

When it comes to crafting your knowledge base, the importance of site design simply can't be overstated. A well-designed site doesn't just make your knowledge base visually appealing, it's also a key component in delivering top-notch customer service.

Stunning Knowledge Base Examples such as Nike and Spotify highlight the power of a well-executed site design. These examples have a consistent and engaging design that aligns perfectly with their brand identity. They're not just about pretty logos and colors, they also ensure the knowledge base content is easy to navigate and connect with, enhancing the overall user experience.

Your site design should make your knowledge base content easily accessible, ensuring customers can find what they're looking for without hassle. Remember, the best knowledge base examples aren't just visually appealing, they're also user-friendly.

And don't worry if you're not a coding wizard. Today's tools allow for design customization without requiring advanced technical skills. You can tailor the appearance of your knowledge base to match your main website's style and color palette, creating a seamless user experience across all your platforms.

Learn more about Help Scout

Just as site design is crucial in creating a successful knowledge base, so is choosing the right platform, like Help Scout, known for its robust features and user-friendly interface. Help Scout's knowledge base is an exemplary model that equips both customers and your support team with the necessary tools to resolve issues quickly and efficiently.

Help Scout offers customizable features allowing you to tailor your knowledge base to your brand. Its clean, intuitive design reduces customer confusion and enhances their overall experience. For your support team, Help Scout provides a centralized hub to store and access information, making their work more effective.

In addition, Help Scout's knowledge base can boost your SEO, providing insight into user behavior, and helping you make informed decisions. The platform's seamless integration with other tools, such as email and chat, further streamlines your customer support process.

Take inspiration from leading brands' examples, like Nike and Spotify, who leverage Help Scout's capabilities to create an impactful knowledge base. Remember, a well-designed and properly implemented knowledge base can save time, reduce customer inquiries, and ultimately drive your business's success.

18 additional knowledge base examples to emulate

If you're looking to improve your own knowledge base, there are several standout examples you can learn from. These additional knowledge base examples aren't just successful, but they also get it right in terms of design, organization, and user-friendliness.

Take Spotify's knowledge base, for instance. It's a perfect blend of design and functionality, making it easy for users to find the information they need. It's a clear example to emulate when creating or improving your own knowledge base.

Nike, on the other hand, excels in branding. Their knowledge base isn't just informative, but it also aligns perfectly with their overall brand image. It's a great example of how to seamlessly incorporate branding into a knowledge base.

Remember, a well-organized knowledge base isn't just about reducing support volume. It's about empowering your customers to find solutions on their own. It's also a valuable tool for boosting your SEO and providing insights into user behavior.

In this article section, we've given you a couple of knowledge base examples to emulate. So, start observing, learning, and implementing these practices to get your knowledge base right.


As a global leader in athletic footwear, apparel, and accessories, Nike has set a high bar with their knowledge base, aligning it perfectly with their innovative, performance-driven brand image. Their company's knowledge base is a testament to their commitment to service excellence, providing detailed and easy-to-understand knowledge base articles.

These articles are designed to guide you, the customer, in finding answers to an array of queries, ranging from product specifications to usage instructions. They've ensured that their knowledge base covers a wide variety of specific topics within their domain. This way, no matter what your question is about, from the cutting-edge technology in their sneakers to the fabric used in their athletic wear, you're likely to find a comprehensive response within their database.

The beauty of Nike's knowledge base is its simplicity and user-friendliness. They understand the importance of time and have thus structured their knowledge base to provide quick and accurate responses. The result is a seamless customer experience that mirrors the quality of their products.


Turning to Spotify, a globally recognized music and audio streaming service, their help center exemplifies an organized, user-centric approach to knowledge base design. With millions of active users relying on Spotify for their daily music needs, the help center efficiently employs a knowledge base search feature, ensuring quick access to relevant information.

The help center's structure is clear, well-organized, and easy to navigate. Popular articles and FAQs are prioritized, focusing on common issues like payment and plan topics. This prioritization helps users find answers swiftly, reducing the time and effort required to find the right solution.

Moreover, Spotify's help center is a model of online self-service. It empowers users to resolve their issues independently, providing a lower-effort experience for those seeking support. This approach not only benefits users but also reduces the pressure on Spotify's customer support team, leading to a more efficient operation overall.


Shifting gears from music streaming to social media, let's consider Instagram, a platform renowned for its photo and video sharing capabilities. Instagram's knowledge base is an excellent example of understanding and leveraging user behavior to create relevant content.

Instagram's knowledge base is designed to be easy to navigate, with categories clearly defined and search functionality that quickly connects users to the information they're seeking. You're able to find solutions for common issues and learn about the features that Instagram offers, like filters, captions, and location tagging for posts.

They've also tailored their content to match user behavior. They understand that their users are primarily mobile and have streamlined their articles accordingly. The content is short, concise, and often includes screenshots for better comprehension. This makes it easier for you to understand and apply the solutions provided.

Moreover, Instagram's knowledge base keeps evolving. They constantly update their content, ensuring that it remains relevant as the platform introduces new features and changes. This proactive approach ensures that you, the user, are never left in the dark when navigating your way around Instagram.


Next on our list is the ride-sharing service, Lyft, whose knowledge base is optimized for mobile use, making it a breeze to find information swiftly. This excellent knowledge base features a prominent search bar and a well-organized layout, allowing you to quickly locate the information you need. Whether you're a rider or a driver, Lyft's help center has you covered, with user-based categories ensuring that you find the most relevant articles swiftly.

Lyft has taken a customer-centric approach to their knowledge base, providing popular articles right up front to help users resolve their issues effectively. This approach, combined with the knowledge base search function, helps you avoid feeling overwhelmed when you're seeking answers.

The simplicity and efficiency of Lyft's knowledge base set it apart from many other help centers. It's not just about providing information; it's about making that information easily accessible so that users can resolve their issues promptly. Lyft understands that a good knowledge base isn't just a repository of information—it's a tool that empowers users and enhances their overall experience.


Diving into the world of Airbnb, you'll notice their knowledge base stands out by offering personalization and relevant content, making users feel seen, respected, and informed. This platform goes beyond a simple FAQ section by providing a wealth of additional resources.

The knowledge base is designed for users to navigate easily, enhancing their experience with personalization based on their actions.

Airbnb has done an excellent job of arranging popular topics in a way that allows users to find what they're looking for without getting overwhelmed. Once you log in, you'll notice changes in the knowledge base, displaying content tailored to your needs. It provides context, encouraging a deeper understanding of the platform's features and operations.

The in-page navigation is another highlight, allowing you to fly through the help center and quickly locate the information you're after. This dynamic approach to content delivery ensures you're not left in the dark, with timely updates and notifications to keep you in the loop.


In the realm of cloud storage services, Dropbox stands out with its ability to let you store, share, and access files across multiple devices. This is made possible through its advanced knowledge base, which is content based and designed for users to find what they need with ease. It's a treasure trove of information where you can resolve issues without having to reach out to customer support.

The knowledge base is intuitively structured and utilizes search functionality to help you navigate through articles and guides. Whether you're looking to understand how to synchronize your files, use the personal cloud, or get the most out of your plan, the knowledge base has you covered. It's also continuously updated to reflect the latest changes and features.

Dropbox also shines in its integration with various third-party applications. The knowledge base includes guides on how to maximize these functionalities for enhanced workflow.

Amazon Web Services (AWS)

Harnessing the power of the cloud, Amazon Web Services (AWS) provides a plethora of services and solutions, enabling businesses to run applications and securely store data. AWS is more than just a cloud provider; it's a platform that offers scalable, cost-effective infrastructure services. It's revolutionizing the way businesses operate, ensuring you pay only for what you use, and providing a secure environment for your sensitive data.

A standout feature of AWS is its knowledge base. This resource-rich content hub is designed to help users navigate the complex world of AWS. It provides detailed guides, tutorials, and Q&As to help you get the most out of your AWS experience. The knowledge base isn't just a handy tool; it's a lifeline for users, potentially saving you from logging a support ticket.

The AWS knowledge base is an excellent example of how to deliver helpful, user-centric content. It's not just about providing information; it's about making it accessible, actionable, and beneficial to the user. AWS understands this and has created a knowledge base that truly serves its users, setting a high standard for other businesses to follow.


Just as AWS has revolutionized the world of cloud computing with its comprehensive knowledge base, so too has singer-songwriter Billie transformed the music industry with her unique voice and genre-bending music.

Much like how a well-structured knowledge base feels intuitive and easy to navigate, Billie's music resonates with listeners because of its authenticity and innovation.

If you look at the music industry as a type of help desk, Billie's music serves as the answers to popular questions about what contemporary music can be. Her dark, introspective lyrics combined with haunting melodies provide unique self-service options for listeners seeking a departure from mainstream pop.

In the same way that AWS provides quick and efficient solutions, Billie has managed to answer quickly to the demands of her audience, consistently releasing music that pushes the boundaries of what's expected. This characteristic has won her multiple Grammy Awards and established her as a prominent figure in the industry.


Shifting our attention towards the digital world, let's consider WhatsApp, a smartphone messaging app that has transformed the way we communicate. WhatsApp's comprehensive knowledge base is a prime example of effective knowledge management. It's designed to help users find the right answers swiftly. From text messaging to voice and video calls, or sharing media content, it's all covered.

You can even explore how to send documents or share your live location. But it's not just about features, the base also dives into more complex topics like end-to-end encryption for secure communication. This kind of commitment to a helpful knowledge base is what sets WhatsApp apart.

The next time you're confused about using a feature, or need troubleshooting help, consider exploring their knowledge base. It's much more user-friendly than you might think. Remember, you don't always have to use a company's website to find the right information. Sometimes, a well-structured, detailed knowledge base like the one WhatsApp offers can be the best guide.

In short, WhatsApp's knowledge base is more than just a support tool; it's an education resource that empowers you to use the app to its fullest.


Turning our focus to ReadMe, let's delve into how their knowledge base exemplifies effective information management.

ReadMe's platform is built around a robust knowledge base, designed to assist users with frequently asked questions and provide online training. Their user-friendly interface makes this knowledge base a breeze to navigate, ensuring that information is readily accessible.

You can create a free account with ReadMe, getting access to a wealth of documentation that can serve as a guide to their platform. The knowledge base is organized efficiently, ensuring you can quickly find solutions to your problems. This structure reduces the time spent searching for information, thereby optimizing productivity.

What sets ReadMe's knowledge base apart is their commitment to user education. They offer online training that ensures users understand how to make the most of their platform. This learning-oriented approach empowers users, fostering self-reliance and reducing the need for external support.


Diving into Starbucks' knowledge base, you'll find a wealth of information about their global coffee empire, ethical sourcing practices, and diverse menu offerings. The knowledge base is an invaluable resource for both Starbucks aficionados and novices alike. The most popular articles answer questions about everything from Starbucks' history to their current product or service offerings.

Looking deeper, you'll find that Starbucks' knowledge base isn't just a list of FAQs. It's an immersive platform that provides insight into the company's commitment to sustainability and ethical sourcing. You can explore articles about Starbucks' global presence, with over 30,000 locations worldwide, and their signature beverages.

Starbucks' knowledge base shines in its transparency and detail. It's a well-organized and easy-to-navigate platform that addresses customer questions effectively. It's a prime example of how a company can leverage a knowledge base to provide valuable information about their brand and products, while at the same time fostering a deeper connection with their customers.

As you continue to develop your own knowledge base, let Starbucks serve as a shining example. With the right approach, you can create a knowledge base that not only answers questions but also engages and educates your audience.


Let's take a closer look at Broadcom, a technology powerhouse known for its diverse range of products and expertise in semiconductor and infrastructure software.

The company's Knowledge Base is a shining example of how to structure and present relevant information effectively.

Broadcom's Knowledge Base is a wealth of answers to a wide variety of topics. Whether you're seeking info on their advanced connectivity solutions, security measures, or automation technologies, it's all there. The company has meticulously organized and categorized the content, allowing you quick access to the information you need.

Don't just take our word for it. Dive in and explore Broadcom's diverse range of topics. You'll find that the Knowledge Base is more than just a repository of facts. It's an interactive tool that offers solutions and insights into the company's multitude of products and services.

Want to know more about Broadcom's impact in the data center, networking, or telecommunications industries? It's all there.

What's more, Broadcom's Knowledge Base is continuously updated and refined, ensuring that the information you find isn't only detailed but also up-to-date. So, whenever you have questions or need clarification, turn to Broadcom's Knowledge Base for the answers.

Pottery Barn

When it comes to timeless and durable home furnishings, you can count on Pottery Barn to deliver. Like every Knowledge Base that does a great job, Pottery Barn's online resource center holds the right information to guide you through your shopping journey. Be it stylish furniture, comfortable accessories, or inspiration for home decorating, it's all there at your fingertips.

The company's Knowledge Base makes it easy for you to find what you need. It's organized, easy to navigate, and filled with clear and concise information about their wide range of products. This not only helps you make informed decisions but also reduces the need for customer service interaction, leading to fewer tickets.

In addition to product details, Pottery Barn's Knowledge Base also provides practical tips and ideas on how to incorporate their items into your home. They specialize in classic and timeless designs, so you're bound to find something that suits your style.

Pottery Barn sets a prime example of how a well-structured and informative Knowledge Base can enhance customer experience. It's a testament to the company's commitment to quality, not just in their products but also in their customer service.

Nimble AMS

Moving onto Nimble AMS, an association management software built on the Salesforce platform, you'll find that it's designed to streamline operations, automate processes, and deliver a better member experience. This powerful tool offers a 360-degree view of members, enabling personalized engagement and targeted marketing.

A key feature of Nimble AMS is its advanced knowledge base. With a simple and intuitive search system, finding the information you need is easy. It's as though you've stumbled upon dozens of knowledge bases all consolidated into one. This makes it a breeze to find the answers to your questions without having to wade through mountains of irrelevant information.

The knowledge base of Nimble AMS isn't just vast, but also well structured. It neatly categorizes information into relevant sections, making it effortless to navigate. This easy to find approach takes away the stress and frustration that can often come with having to sift through a poorly arranged system.

Nimble AMS excels at integrating with various apps and tools, enhancing its functionality and flexibility. It's scalable, adapting to associations of all sizes. All these features make Nimble AMS a standout example of a knowledge base done right.


Diving into the world of Cleverbridge, a global ecommerce and subscription billing platform, you'll discover solutions that propel digital goods, online services, and SaaS monetization to new heights. A standout feature is their knowledge base, an invaluable tool for users getting started with the platform.

This knowledge base empowers users to choose their path to learning, providing links to specific topics, from recurring billing to global payment processing. It's a treasure trove of information, designed to give users all the information they need to maximize their use of Cleverbridge's offerings.

Their knowledge base isn't just a convenient tool. It's an integral part of the Cleverbridge experience, assisting in customer acquisition and retention by ensuring clients have the knowledge to leverage the platform fully. It's built with the user in mind, making it as easy as possible for them to find the information they need, when they need it.


Shifting our focus from Cleverbridge's professional landscape, let's take a look at UCAS, the UK's central hub for managing university and college applications. It's a great example of a Knowledge Base done right.

UCAS uses its robust Knowledge Base to help students apply to higher education institutions in the UK. It's a treasure trove of information, providing resources on over 140 courses, entry requirements, and application deadlines. Just think of it as your one-stop-shop for all things related to university applications.

But its use doesn't stop there. Through the UCAS system, you can track your application's progress and receive offers. It's a dynamic tool that adapts to your needs, providing real-time updates on your university journey.

And if you need advice on writing a standout personal statement or navigating the maze of student finance, UCAS has you covered. With a range of support services on offer, it has gone above and beyond to help students.

In short, UCAS is a shining example of an effective Knowledge Base. It's user-friendly, informative and a great tool to help you make the most of your university application.


Let's turn our attention to UPS, a global leader in package delivery and supply chain management. UPS's knowledge base is a prime example of getting it right. It serves as a centralized hub for all their services, including express, ground, freight, and international shipping solutions, as well as logistics and distribution services.

This knowledge base is neatly organized into main categories, making it user-friendly and easy to navigate. Whether you're looking for information on their vast network of transportation and distribution facilities or their commitment to sustainability, you can find it all in one place.

What sets UPS's knowledge base apart is the inclusion of a community forum. This feature allows users to interact, share experiences, and get solutions to common issues. It's an excellent addition that fosters a sense of community and enhances customer support.

Moreover, UPS's dedication to using technology to improve supply chain management is evident in their knowledge base. It's a great example of how a well-structured knowledge base can streamline information flow, improve customer service, and ultimately, boost business performance.

First Direct

Swinging from UPS's package delivery and logistics into the financial sector, you'll find First Direct, a banking institution that's also setting the bar high with its knowledge base.

In this article section, we're highlighting how First Direct gets it right with its use of contextually relevant content.

First Direct isn't just about banking services; they're a master at providing knowledge base examples that others can learn from. Their online platform serves a dual purpose: it's both a portal for banking and a treasure trove of educational resources. You can manage your accounts, apply for loans or mortgages, and also learn about financial literacy.

Their knowledge base extends to their customer support too. You're not just given generic solutions. Instead, they offer contextually relevant answers tailored to your unique banking situation. Whether it's via phone, email, or chat, you'll find their responses comprehensive and their knowledge base invaluable.

Use these examples to make your knowledge base shine

Drawing inspiration from successful companies can help you significantly enhance your own knowledge base. By observing the knowledge base examples of Spotify, Instagram, Lyft, Airbnb, and HelpCrunch, you can learn the ropes of creating a contextually relevant knowledge base that truly resonates with your audience.

To make your knowledge base shine, focus on design and functionality. Take a leaf out of Spotify's book, whose visually appealing interface isn't just eye-catching but also easy to navigate. Instagram's minimalistic approach, focusing on crucial and recent content, is another great example.

Additionally, ensure mobile accessibility like Lyft, to make information search less overwhelming for users. Airbnb's practice of notifying users about delays and offering personalization will make your audience feel respected and seen.

Get Started

Diving into the creation of your knowledge base, it's essential to remember its core objective – providing fast, accessible information that helps users resolve issues and make informed decisions. A knowledge base is a tool that helps make knowledge easier for people to consume. It's not just about having content available; it's about ensuring the content is organized, easy to navigate, and user-friendly.

To start, determine what information is valuable to your users. Think about their frequently asked questions and the problems they encounter. This will guide the content you need to include in your knowledge base.

Next, organize your content in a way that's easy to navigate. Use categories, tags, and an intuitive search function. The goal is to make it as easy as possible for users to find the information they're looking for.


As you venture into creating your knowledge base, remember, it's all about making customer service a breeze.

Use these examples as your guide, from the simplicity of UPS to the interactivity of First Direct.

With the right approach, your knowledge base can't only assist your customers but truly stand out.

So, dive in, get started, and let's make your customer service shine. After all, a knowledgeable customer is a happy customer!