At its most basic, a knowledgebase could be a simple FAQ page on your website—somewhere your customers or clients can get answers to common questions. More robust solutions may include wikis or help center micro-sites. They can offer self-service assistance, and can include both public content for your website visitors and private content for use exclusively among your team.
Presentation of the knowledgebase will depend on factors like scale and segmentation (public vs. private). We can discuss your objectives and the volume of content to arrive at a solution that benefits your team and your customers or clients.
You and your team field many questions, some of which are common or similar enough to distill into a collection of questions and answers. This SMBworks website includes FAQ in Q & A form, revealing answers when the corresponding questions are clicked. This is contextual FAQ, as the questions and answers on this site are relevant to the topic of the page. Depending on how you want to present your information, you could consolidate to a single page.
Zendesk and other third-party vendors offer help center knowledgebase systems that work together with their ticketing systems, for a comprehensive customer service solution. We can review Zendesk, Intercom, and/or other subscription plans with you to determine if one would be a good fit. Another possibility would be to use a CMS like WordPress or Joomla as the content platform on which to build your knowledgebase, whether as a separate micro-site or as a feature of your website.
Ideally, self-service options would not replace your more personal customer service. But self-service content can alleviate call/text/tweet traffic for common questions and their answers, letting you and your team focus on more complex inquiries and human-to-human connection.
Aforementioned vendors like Zendesk and Intercom offer easy-to-use solutions—both for you, as you author and edit, and for your visitors, as they search and browse. You may have another, preferred option in mind.
If your website is built on a CMS (content management system), we could adapt the page template(s) and organize Q & A content so it fits where it's most helpful.