Many knowledge bases are graveyards of outdated articles that nobody reads. But done right, a knowledge base becomes your most efficient support channel.
Here is how to build one that customers actually use.
Why Bother?
A well-maintained knowledge base:
- Deflects 20-40% of support tickets
- Provides instant answers 24/7
- Improves customer satisfaction
- Frees support teams for complex issues
- Scales infinitely at minimal cost
Start with Real Questions
Do not guess what to document. Mine your support tickets for the questions customers actually ask.
Sort by frequency and start with the top 20. These will have the biggest impact.
Write for Humans
Knowledge base articles should be conversational and clear, not technical manuals.
- Use simple language
- Address the reader directly
- Include step-by-step instructions
- Add screenshots and videos
- Anticipate follow-up questions
Structure for Findability
Customers need to find answers quickly. Structure your knowledge base for easy navigation:
- Clear categories and subcategories
- Powerful search functionality
- Related article suggestions
- Logical article titles
- FAQs for common issues
Keep It Current
Outdated articles are worse than no articles. They waste customer time and erode trust.
- Review articles quarterly
- Update when products change
- Remove obsolete content
- Mark articles with last-updated dates
Measure and Improve
Track what is working:
- Article views and search queries
- Was this helpful ratings
- Tickets created after viewing articles
- Search terms with no results
Integrate with Support
Connect your knowledge base to your support channels. AI-powered chat can surface relevant articles automatically.
When a customer asks a question, the answer should be just a click away.
Conclusion
A great knowledge base is an investment that pays dividends forever. Start small, focus on quality, and continuously improve based on data.