Only 20% of companies are able to answer customer questions in full on the very first reply. The rest? They risk leaving customers frustrated, waiting, or worse: looking for alternatives. 
Slow or incomplete responses are more often than not about answers not being accessible. When information is scattered across emails, documents, or internal chats, customers feel the gap long before businesses realize it.
That’s where a strong knowledge base changes the game. Still confused? 
In this blog, we’ll explore the best knowledge base examples that show how companies can centralize answers and reduce back-and-forth. 
As a bonus, we’ll also show you how you can use Trupeer to create a video knowledge base yourself! 🤩

What Are Knowledge Bases? 

A knowledge base is a central hub where you can store various types of helpful information, such as how-to guides, FAQs, troubleshooting steps, and other valuable resources. 
It’s there to help people quickly find answers on their own, without needing to reach out for help every time. This makes things easier and faster for users, taking some of the pressure off support teams and reducing the frequency of repeat questions. Overall, it helps everyone work more efficiently and keeps things running smoothly.

Noteworthy Knowledge Base Examples & What Works 

In this section, we’ll break down real-world knowledge base examples that show how different companies are making their knowledge bases enjoyable: 

1. Nike 

Instead of the usual ‘Frequently Asked Questions,’ Nike went with a more creative spin and called their knowledge base ‘Quick Assists.’ This keeps it fun and on-brand with a sporty vibe. Plus, they’ve done a great job putting the most common questions right at the top, so it’s easy to find what you need fast.

2. Spotify 

Spotify’s knowledge base does a great job of staying true to its brand. It uses their signature colors throughout, and everything is easy to navigate and understand. Right at the top, there’s a big search bar to help you quickly find what you need, and they even encourage you to log in so you can get help faster.
From there, everything is neatly organized into categories, and they use an accordion-style layout, so you can expand just the sections you care about. That kind of clean, mobile-friendly setup is a big win, especially since so many users are probably browsing on their phones.

3. Instagram 

Instagram has a simple yet purposeful knowledge base setup. The design highlights the most relevant content upfront, so you don’t waste time hunting through categories or scrolling endlessly. 
And since most visitors are likely to visit on mobile, the clean layout makes it even more accessible on smaller screens. If you need more depth, the prominent search function ensures you can find additional context better. It also lets you give feedback on your experience immediately.   

4. Lyft 

Lyft nails it when it comes to making its knowledge base mobile-friendly. Right at the top of the page, there's a clear, easy-to-spot search bar to help users get started. Just below that, they’ve laid out popular articles and grouped content into helpful categories.
What really makes Lyft’s setup stand out is how thoughtfully it’s organized. It starts with broad, easy access through the search bar, then guides users through popular topics, into more specific categories, and finally to the full range of help options.

5. Asana

Asana’s knowledge base is packed with helpful content: articles, step-by-step guides, and even video tutorials that walk you through everything from the basics to more advanced features. What’s great is that Asana offers learning resources in a variety of formats, so users can choose what works best for them.
Some people enjoy reading, while others prefer to watch a quick video at 2x speed. Asana gets that. The key takeaway here is that a great knowledge base should cater to different learning styles and give you options to absorb information.

6. Airbnb

One of the best things about Airbnb’s knowledge base is that it gives you the option to personalize what you see just by logging in. 
Once you're signed in, the content actually starts to feel tailored to you. Your name shows up, and you’ll see categories that match your interests or activity. Under those, you’ll still find the same helpful guides that were shown before logging in, and below that, there’s a section with the top articles on the site.

8. Dropbox

Right off the bat, Dropbox greets you with a set of tabs at the top that let you jump into different sections depending on what you’re looking for. And if those don’t quite hit the mark, there’s a big search bar ready to help you track down what you need.

As you scroll down, the page is laid out in three neat columns, each covering a different topic with links to related articles underneath. Keep going a bit further, and you’ll find a section where you can pick the specific product you need help with. Then, you’re taken to content tailored just for that.

9. Starbucks 

This knowledge base adheres closely to Starbucks’ signature colors and branding, highlighting key topics in a simple grid layout with clean icons. Since many users are likely to be on mobile and may not be highly tech-savvy, they keep things simple and focused on what matters.

Right at the top, especially on mobile, you’ll see a prominent search bar, which makes it easy to jump straight to what you need. Additionally, there are some quick FAQ suggestions to help guide users in the right direction with minimal effort.

10. . ReadMe

Since ReadMe is explicitly built for API documentation, it’s no surprise that their own docs are top-notch. Like most great technical documentation, it walks you through everything step by step, making it easy to follow. Their interactive sandbox sets it apart; you can actually run code directly within the knowledge base.

That means you can test things out in whatever language you're most comfortable with, without having to switch tabs or leave the site. It’s a huge time-saver and makes the whole learning process smoother and way more engaging.

How To Create Knowledge Bases 

1. Determine that you need one 

Before building a knowledge base, confirm whether you actually need one. The ‘Jobs-to-be-Done’ framework is useful here. 

Identify the ‘job’ your users are hiring the knowledge base to do. This can be anything, like answering repetitive customer questions, reducing support tickets, or speeding up customer onboarding. Map the most common support queries and pain points to uncover the content that will deliver the highest value from the start. 

💡 Pro Tip: Run a quick audit of your support tickets, live chat logs, and FAQs to spot repeat patterns. Those become your ‘must-have’ articles. 

2. Get your content together 

Think of your knowledge base like a content library; it’s only useful if information is easy to find. Begin by gathering input from support teams, subject matter experts, and customers themselves. 

Use the ‘card sorting technique’ (grouping topics into categories) to organize everything into logical sections such as Getting Started, Troubleshooting, or Billing.

Use consistent templates with clear titles, short paragraphs, and bullet points. For readability, apply the F-shaped reading pattern. With this, you put the most important info at the top and use headings and highlights for scannability.

💡 Pro Tip: Create a content governance checklist (tone, structure, SEO keywords, last updated date) so every article meets the same quality standard.

3. Customize pages 

Your knowledge base shouldn’t feel like an afterthought, it’s part of your brand experience. Customize layouts, colors, and typography to align with your brand identity, and ensure the structure matches user expectations. Templates save time, but should be flexible enough to showcase your personality.

💡 Pro Tip: Use a progressive disclosure design. Start with simple, high-level guidance and let users drill down into detailed steps if they need more context. This keeps articles clean without overwhelming beginners.

4. Stay consistent and find your voice 

Consistency builds trust. Define your voice early, whether it’s professional, approachable, or conversational, and document it in a style guide. Apply the same tone, terminology, and formatting across all articles so users don’t feel like they’re switching between different authors.

💡 Pro Tip: Write with the KISS principle (Keep It Simple, Stupid) in mind. Short sentences and plain language outperform jargon-heavy explanations every time.

5. Keep it relevant 

A knowledge base is a living system, not a static archive. Build processes to regularly review and refresh content based on user feedback, analytics, and product updates. 

Track key metrics like search success rate, article ratings, and self-service resolution rates to see what’s working.

How does Trupeer help create effective knowledge bases? 

Most teams struggle with maintaining manual documentation and keeping articles updated while also keeping content engaging. 

Trupeer solves this with its AI-powered automation, multi-format publishing, and hands-free updating. It enables teams to create professional documentation and tutorials directly from real workflows. 

Here’s how you can build knowledge bases that are scalable and globally accessible: 

Create instant guides with the AI screen recorder 

Trupeer eliminates the burden of manual note-taking, capturing workflows directly through its AI screen recorder.

Create Your First Video With Trupeer
Every click, input, and even real-world glitches are automatically transformed into step-by-step guides. This ensures accuracy while keeping the documentation grounded in actual user workflows. 

💡 Pro Tip: Pair Trupeer’s auto-generated guides with tagged categories (like Setup, Billing, Troubleshooting) to make your knowledge base scannable. 

Automate videos and voiceovers for engagement

Instead of static articles, Trupeer automatically turns recordings into videos with natural AI voice overs and avatars. 

This multimedia approach caters to different learning preferences and keeps users engaged. The platform’s features let you apply the ‘Show, Tell, Do’ learning model: 

• Show users via Trupeer’s sales demo videos 

• Tell with auto-generated written guides 

• Do by letting them follow along in real time 

📽️ Trupeer Insight: One of the smartest things Trupeer does is let users edit videos directly through scripts. You can simply tweak the transcript, remove filler words, fix grammar, or reorder sentences, and the video updates instantly. 

Edit Your Video Knowledge Base with Trupeer 

Use multi-format export for flexibility 

Customer education can come in different formats. Trupeer lets you export guides as PDF, Word, Markdown, or MP4 videos, making it easy to embed into help centers, internal wikis, or customer portals. This ensures your documentation is always accessible where your audience needs it most.

You can also use Trupeer’s Markdown exports to integrate directly with platforms like Confluence, Notion, or Git-based knowledge bases.

Ensure global reach with built-in localization features 

Scaling support globally is often expensive, but Trupeer’s instant translation into 30+ languages makes your knowledge base multilingual without extra effort. 

This increases accessibility and ensures your training materials and documentation feel localized for different markets.

💡 Pro Tip: Pair Trupeer’s translations with a glossary of approved terms to maintain consistency across languages.

Best Practices For Creating A Knowledge Base

The best knowledge bases support tickets, empower users to self-serve, and create a seamless product experience. To achieve that, you need more than just good content. You need the right structure, design, and ongoing optimization. 

Here are some tips to create a knowledge base: 

1. Prioritize search functionality and intuitive navigation

A knowledge base is only as useful as it is searchable. Users expect fast, relevant results. And so, invest in a strong search bar with auto-suggestions, filters, and keyword tagging. 

Navigation should be intuitive, with categories that mirror user workflows. The goal: no answer should take more than three clicks to find.

2. Align visuals and branding for familiarity and trust

Your knowledge base should feel like an extension of your product, not a separate site. Consistent branding (colors, typography, and UI patterns) builds trust and makes users feel at home. 

Screenshots, icons, and layouts should mirror your product so users can instantly recognize what they see in the knowledge base.

📽️ Trupeer Insight: Ema’s platform is known for its intuitive, user-friendly design, but rapid growth brought a new challenge. Here’s what Vedant Sharma, Founder Office, GTM and Partnerships Lead at Ema, had to say about using Trupeer for personalized demo videos: 

“Our entire product team uses it and can't stop gushing about it! We create personalized demos for our customers in minutes.”

Create Your Knowledge Base With Trupeer

3. Organize content by user needs and common queries

Don’t structure content around your org chart; structure it around what users need. Map topics to common queries and use plain language for article titles (e.g., ‘How do I reset my password?’). 

Frameworks like Jobs-to-Be-Done can help you anticipate what users are trying to achieve and group content accordingly.

4. Incorporate multimedia for richer learning

Different users absorb information in different ways. Complement text with annotated screenshots, GIFs, or short video walkthroughs. 

Keep videos under two minutes for quick consumption, and always add captions for accessibility. Multimedia clarifies complex steps and reduces support tickets.

5. Gather feedback to optimize over time

A knowledge base should evolve with your product. Embed quick feedback tools ('Was this helpful?' buttons, thumbs up/down), track analytics on failed searches, and review support tickets to spot recurring gaps. 

Adopt a continuous improvement mindset, iterating based on feedback ensures your knowledge base stays accurate and valuable.

📽️ Trupeer Insight: Trupeer makes it simple to create videos that never stray from your brand identity. You can upload custom wallpapers, branded slides, and signature color palettes, ensuring every video aligns with your design language. Even the voice behind your demo or tutorial can reflect your brand. 

 Customize Your Videos To Stay On Brand With Trupeer

Create Your Video Knowledge Base With Trupeer

Even the best-written knowledge bases get skipped because customers (and even employees) prefer ‘show me, don’t tell me.’

That’s where Trupeer steps in. With its ability to turn simple screen recordings into polished product videos, you can transform your how-to guides, onboarding flows, or knowledge-sharing docs into engaging, brand-ready tutorials.

So, what are you waiting for? Try Trupeer Today! ✅

FAQs 

Why study knowledge base examples? 

Studying real knowledge base examples shows how information can be structured, presented, and accessed effectively. A strong knowledge base acts as a central hub for updated resources. Examples also highlight best practices like clear navigation, concise explanations, and intuitive design that make content easier to use and improve problem-solving.

Can small businesses replicate these designs? 

Yes, but with caution. Copying a design directly can miss your brand’s voice and even raise legal issues. Instead, small businesses should take inspiration, adapt layouts, and add their unique style. AI tools make this easier, helping you create professional, custom designs without heavy costs. 

How do you measure knowledge base performance? 

Track key metrics like self-service success rate, article ratings, user satisfaction scores, and search success rate. Look for search gaps, queries with no results, to identify missing content.

Engagement metrics such as views, shares, and time on page also indicate effectiveness. Regularly updating content and analyzing these insights ensures the knowledge base stays accurate, useful, and efficient.

How can Trupeer.ai boost your knowledge base effectiveness? 

Trupeer automates guide creation with screen recordings, AI-generated voiceovers, and avatars, making documentation faster, engaging, and scalable. Content can be exported in formats like PDF, Word, or Markdown and localized into 30+ languages. Furthermore, updating is simple. Simply upload a new workflow recording, and you'll receive an instantly refreshed guide.