11 Knowledge Base Examples to Inspire Your Strategy in 2025

Understandably, the first thing that pops into your mind when you read the words “knowledge base” is a drab collection of black-and-white articles that takes forever to find anything and is filled with endless, step-by-step guides.

If that’s the case, it might be hard to imagine how you can create a knowledge base that inspires and delights, instead of intimidates. You’re not alone!

The truth is that once you start seeing your knowledge base as a tool to captivate and empower your audience, instead of just a collection of information, its possibilities become endless.

Brands all over the world are waking up to the potential of their knowledge base to not only educate but also motivate their customers and showcase their products.

Now, it’s time to inspire you with fresh ideas for what your future knowledge base could look like.

Understanding What a Knowledge Base Is

A knowledge base is a comprehensive library of content surrounding your product or services, designed to help users find information quickly and without human assistance. 

This information can be helpful to customers, employees, and any other stakeholders who need to learn about your processes, products, services, or other related subjects. Its content can take the form of FAQs, tutorials, articles, and more across various media formats.

A knowledge base management solution provides the tools to create, publish, organize, and manage content, while users typically find and interact with the content through a help center portal.

Internal or External Knowledge Base: What Do You Need?

An internal knowledge base focuses on improving workflows and collaboration for employees. It typically houses information like company policies, training materials, and onboarding resources tailored to specific teams. 

In contrast, an external knowledge base is typically aimed at end customers, delivering self-service tools like FAQs and step-by-step guides. 

Choosing the right solution depends on your goals — whether it’s boosting team productivity or empowering users with instant answers.

Benefits of a Knowledge Base for Customers and Your Support Team

Reduce the Number of Incoming Support Tickets

By providing customers with an easy avenue to find solutions independently, a knowledge base relieves the pressure on your support teams. 

It has the potential to dramatically reduce incoming ticket volumes, particularly the most common issues/questions, which don’t always need human intervention.

This is particularly helpful as you scale your business or try to manage seasonal or peak support hour spikes.

Boost Search Engine Visibility and Organic Traffic

As digital marketers say, content is king.

An extensive external knowledge base gives you endless opportunities for search engine optimization (SEO) by targeting specific keywords and consumer trends.

With just a bit of work, your content can serve the dual purpose of serving as self-help resources as well as attracting visitors to your pages to learn more about your product.

This can be used to direct traffic to your sales funnels.

Streamline Employee Onboarding and Training

An internal knowledge base for employees provides quick access to essential information, like workflows, policies, and guides.

This encourages self-learning and speeds up the time-to-value you get from your new hires. At the same time, they’re less dependent on getting this information from your other employees, which would potentially distract them from their core responsibilities as well.

Consistent and High-Quality Support

By serving as a single-source-of-truth for your customer-facing teams, a knowledge base makes maintaining uniform, high-quality support a breeze.

With real-time syncing across your organization, everyone has access to the same, up-to-date information. Support agents can refer to this to fill in their knowledge gaps or direct users to useful information during interactions.

It also simplifies and streamlines customer handovers between team members.

What Features Make a Knowledge Base Efficient?

An efficient knowledge base is more than just a shed for articles to collect dust — it’s a dynamic tool that empowers users to solve problems independently.

Creating your content and organizing them into a logical hierarchy is only the start of the journey. Going the extra mile to ensure the knowledge base is intuitive to navigate, engaging, and actually answers your users’ most burning questions is what separates the average from the great.

If your knowledge base software doesn’t satisfy most of the following criteria, it might be time to go back to the drawing board: 

Artificial intelligence (AI) and machine learning (ML) technologies also take nearly all of these knowledge base capabilities to the next level. 

From predictive analytics to conversational chatbots to generative AI, many modern knowledge bases leverage AI to further enhance customer experiences and team productivity while further reducing maintenance and time-wasting, repetitive tasks.

Some of the game-changing abilities AI brings to the table are things like taking a live support conversation and turning it into a new knowledge base article or providing agents with real-time suggestions to improve their responses (as you see in Customerly’s Inboxes ⬇️). Not to mention generative AI that can draft complete, well-written articles with just a simple prompt or two.

These same generative capabilities, combined with natural language processing (NLP), for example, can understand and interpret even the most complex user needs and preserve nuance across translations. 

11 Knowledge Base Examples to Inspire You

Ok, so we’ve talked enough about what a knowledge base is and why you should have one.

Now, you’re probably wondering what this actually looks like in practice.

We’ve scoured the internet to bring you a diverse range of knowledge bases that showcase the variety of ways one can successfully be implemented:

Customerly — An All-in-One Knowledge Base Solution 

Customerly knowledge provides a glimpse into everything that the modern-day knowledge base is capable of being.

It still nails the basics — a user-friendly design, a consistent and easy-to-follow organizational structure, and thorough, yet accessible, articles that cover key concepts and processes. However, it elevates the whole experience with a number of “next-gen” features, taking it from a static collection of resources to a true self-help powerhouse.

For example, the integrated chat widget opens up a whole new world of support possibilities. Users can instantly get connected with a real-live agent, just in case they struggle to find specific information or something is still unclear.

The search tool in the chat widget also offers another avenue to directly jump to specific topics with contextual and intelligent suggestions.

The knowledge base synergizes seamlessly with Customerly’s conversational AI, serving as a foundation of information to train and automate high-quality, consistent responses to user queries.

While it’s not overused, articles feature multimedia content, like videos and images where they deliver the most value. 

Plus, the use of emojis 🤓 humanizes the content and makes it feel less like studying a textbook before a big exam. This is especially true of the CSAT elements at the bottom of the page, where users can directly express their emotions instead of having to fill in a boring form.

Build a Smarter Knowledge Base with Customerly

Simplify support, boost efficiency, and delight customers with our all-in-one knowledge base and live chat solution.

Duolingo — Gamified Learning at Its Best

If there’s one principle that Duolingo’s knowledge base embodies to a T, it’s to Keep It Simple, Stupid (KISS)!

Its help center is almost entirely out of FAQs, with an extremely minimalist and user-friendly design. Duolingo has a user base of tens of millions worldwide, and this system helps them effectively answer the most common user questions with the least amount of fuss.

A bonus is that this design is highly mobile-friendly, and looks almost the same on desktop browsers, tablets, and smartphones. Since most of their user use mobile devices to access Duolingo, it makes its resources highly accessible. 

The FAQs are also expertly organized under logical categories and from highest to lowest priority. If you scroll down all the way without finding the answer you need, there’s an option to fill in a simple form to report a bug or other issue as a last resort.

Spotify (for Artists) — Boosting Trust With User-Generated Content

Enough has been said about Spotify’s user knowledge base, but its resources for creatives are arguably even more impressive.

It uses an unconventional design that appeals to the creative side of artists and has a very human feel. Despite this, it makes sure to point users to the most important topics that explain how using Spotify will impact their business, music, and audience. It also uses highly personable language and testimonials to engage and reassure musicians. 

Spotify for Artists goes beyond FAQs. It offers tutorials, data insights, and actionable advice for musicians. Similar to Duolingo, most articles and pages offer bite-sized pieces of information. 

It also strategically uses images and short video clips to illustrate some of the trickier concepts,  like royalty splits, audience segments, or playlist placements, ensuring artists of all experience levels feel empowered.

Notion — A Knowledge Base as Flexible as Its Product

As an up-and-coming knowledge management platform taking the world by storm, Notion has a lot going on. Its team definitely had their work cut out, distilling and organizing its oceans of product knowledge into a useful and accessible resource.

Something they did right from the get-go is to emulate their actual platform, with similar UI, visuals, and design elements. This breeds an instant level of familiarity with anyone who’s used Notion’s actual tools.

As you might expect, the knowledge base offers a comprehensive mix of tutorials, FAQs, and workflow guides. Most of its content is backed up by short but sweet video guides that show the duration on the archives page so that you know how much time you need to commit.

Each article is equally thoughtfully organized, featuring clear sections, actionable steps, and helpful visuals like screenshots and GIFs. The breadth of content ensures that theirs something that caters to everyone; from first-time explorers to seasoned productivity pros.

Loom — Video-First Support for Visual Learners

As a peer-to-peer video-sharing platform, Loom stayed true to its nature with its knowledge-base.

It leverages a video-heavy approach with detailed video guides walking you through key actions throughout their tutorial articles. Even when a video would be overkill, you can usually find a GIF or image to make sure you get it.

This visual aids to way more to showcase the platform’s more unique and advanced capabilities than the written word ever could. So, readers walk away with a strong understanding of its communication and collaboration capabilities.

The organization of Loom’s knowledge base is another highlight. Articles are neatly categorized and searchable, with big tiles separating top-level categories on the main page, making it easy for users to find what they need. 

Zapier — Simplifying Complex Topics With Clear Guides

As one of the premier business automation tools, Zapier’s help center has to cover some pretty heavy topics. To keep things manageable, it follows a much more conventional architecture, relying on tried-and-tested organizational tools.

Finding specific content is surprisingly easy, thanks to the search integration on every page, automated suggestions, and logical categories.

Its range of content is also extensive, from beginner-friendly articles explaining the basics of zaps to advanced tutorials walking you through multi-step workflows. Despite the complexity of the subject matter, each guide is written in simple language without very technical jargon.

What makes Zapier’s knowledge base stand out is its focus on real-world use cases. Many articles include examples of zaps for specific industries, such as automating email marketing or syncing customer data between apps. 

Detailed visuals like step-by-step screenshots and occasional videos make the learning process engaging as well.

HubSpot — A Masterclass in Seamless Navigation

HubSpot’s knowledge base blurs the line between a support tool and a full-fledged learning platform. 

Even its normal knowledge base content is designed to educate users about HubSpot’s products while providing broader marketing, sales, and customer service insights. So, not only do users get the resources they need to solve issues independently, but they also use the HubSpot platform more effectively.

The knowledge base home page is particularly well-thought-out, with many different routes to find the content you need. Users can immediately jump to the help center, developer documentation, training resources, different community forums, or the blog. On top of that, links to the most popular articles are prominently featured below the search.

The cherry on the cake is the chatbot that also guides users to relevant solutions in a conversational manner.

It shows you how can turn your knowledge base into a treasure trove of valuable resources.

Coursera — Nailing the Knowledge Base Essentials

As one of the leading online education platforms worldwide, I was also expecting a lot from Coursera’s knowledge base — and it didn’t disappoint. 

Like Zapier, they took a more straightforward approach, making it universally accessible, whether the user is old, young, a working professional, or just starting out on their education journey.

Unlike most on this list so far, Coursera’s resources lean more heavily on in-depth textual guides. While it’s not the most interactive, it caters to an audience that prefers to read and solve issues in a very methodical way.

It also has a very well-thought-out hierarchy of categories and topics that helps you logically drill down to specific articles. For example, one potential path goes like Payments & Subscriptions -> Subscriptions -> Coursera Plus; a page which has content like How to purchase and Content included in Coursera Plus.

The interlinking between related topics is also well-done with each article having a myriad of in-text links as well as a “Related Articles” section at the bottom of the page.

Slack — Using Contextual Clues to Build User Confidence

There are a lot of little details to like about Slack’s knowledge base and help center.

First of all, you’ll find completely separate sections for their Resources Library, Help Centre, Forum, and Developer documentation. This ensures that readers know exactly where to go to find the content that’s most relevant to them.

As a continuation of this, individual articles in the help center show who and what plans they pertain to. So, no one will have to wonder whether they’re in the right place or if it’s worth their time.

Secondly, although they don’t use as many visual aids as some other knowledge bases, they keep their content somewhat interactive with tabbed sections. This minimizes the text on a page and is helpful for instances where there are two possible user paths to take.

Finally, almost every article ends with the opportunity to take a quick CSAT survey so that Slack can gauge the performance of individual articles.

Canva — Simple Self-service for Visual Designers

As a tool that aims to make advanced design capabilities accessible to the masses, Canva’s knowledge base doesn’t disappoint. Like Duolingo, Canva keeps things as simple as possible, even though it has a more complex platform with many more potential user issues. 

The quick links below the search bar immediately catch the eye of users looking for specific solutions. It’s easy to imagine a significant portion of users, particularly new ones, looking for help with basic actions like print, upload photos, resize, edit text, and group elements.

Its MVP feature is a “quick wizard”-like function that quickly guides you to solutions to the most common issues.

And, you can also quickly navigate to its “Design School” section with free, interactive courses that also help you learn specific facets of the Canva platform.

Asana — Project Management Made Easy

Asana’s knowledge base excels in clarity and simplicity, mirroring its focus on intuitive project management. The knowledge base takes a minimalist approach that tries to not overwhelm the user with options, while encouraging exploration.

Scrolling down the main page, you’ll find links to the most common topics, forums, or short interactive tutorials, such as a “Personal productivity series.”

Its articles include bite-sized guides, well-organized categories, and practical examples to help users grasp its platform’s workflows quickly. Video tutorials and interactive elements make onboarding seamless for beginners while catering to advanced users with in-depth resources.

Expandable sections on archive pages prevent users from drowning in options. Asana clearly points out the time commitment needed for its longer resources before you click on them so that you don’t end up wasting your time.

Turning Inspiration into Action for Your New Knowledge Base

With so much variety out there, there are a million lessons you could learn from looking at knowledge base examples. However, some common threads tie many of the most successful ones together:

Integrate Proactive Support Tools

This is one area in which Customerly leads by integrating chatbot functionality directly into its knowledge base. 

Customerly has an intuitive feature of popping up specific and related articles when any consumer visits a certain page or any part of the platform. This feature ensures that Customerly can offer better and comprehensive support at scale whenever needed–in a proactive manner. 

Self-help resources and chat are arguably the two most popular support channels for the majority of consumers, so what can be better than combining them into a unified experience?

Sometimes, we just want to solve problems ourselves, either for the feeling of accomplishment or to avoid social interaction. At other times, there’s simply no replacement for real human assistance.

This allows users to seamlessly switch between these very different options, depending on their preferences and what serves them best at that moment.

Key Points

As these examples illustrate, a knowledge base isn’t just about organizing information. It’s also a prime opportunity to meet your customer needs while streamlining support and showcasing the best of your brand in the process. 

There’s also not just a single, best way to create a knowledge base. By injecting your unique brand identity, and creating an experience that’s familiar to your existing customer base, your knowledge base will serve as an extension of what makes you, you.

If you want a knowledge base that goes the extra mile, try Customerly. With integrated chat, supercharged AI-driven features, and streamlined management tools, the sky’s the limit to what you can achieve.

Build a Smarter Knowledge Base with Customerly

Simplify support, boost efficiency, and delight customers with our all-in-one knowledge base and live chat solution.

If you’re ready to turn inspiration into action, contact us for an immediate free demo. It’s time to unlock your customer support’s full potential.