What is a knowledge base? (And how can it help me?)

A knowledge base is a collection of support articles that empower customers to find answers to their questions independently. It helps you avoid repetitive emails and provides a self-service support channel.

• Reduces the number of support queries in your inbox.
• Leads to happier customers who can find solutions on their own.
• Lowers costs by minimizing the time and resources spent on support.

How to Set Up a Self-Service Knowledge Base

Follow these steps to create a knowledge base and publish your first articles:

• Document the 5 to 10 most frequently asked support questions. Identify the questions that pop up repeatedly in your support inbox. These are the perfect candidates for your initial knowledge base articles.
• Set up a knowledge base platform. You can choose to create a separate subdomain for your support pages using a CMS like WordPress, or opt for knowledge base software like the one offered by Groove.
• Answer each question in detail. Write an article for each question, providing clear and comprehensive answers. The articles do not need to be long; aim for thorough explanations within a reasonable word count.
• Include visuals. Add screenshots, images, animated GIFs, and videos to enhance your articles and appeal to different learning styles. Visual aids can make complex information easier to understand and retain.
• Organize articles into categories (optional). As your collection of articles grows, consider organizing them into categories to help customers find what they need more easily.

Adding to Your Knowledge Base

Continuously monitor your support inbox and document any new questions that arise frequently. A question that is asked three times is likely a good candidate for a new knowledge base article. This ensures that your knowledge base remains relevant and helpful to your customers.

Keeping Your Knowledge Base Current

To maintain the accuracy and relevance of your knowledge base, regularly review your articles to ensure they are up to date with any changes to your product or service. You can schedule regular meetings with your development and customer success team to identify any new features that require documentation updates.

• Utilize knowledge base reports to analyze article performance, customer search queries, and failed searches. This information can help identify areas for improvement and potential topics for new articles.
• Make reviewing your articles a priority, at least every six to twelve months, to reflect any product or service changes and ensure the information remains accurate.

The Payoff of a Well-Built Knowledge Base

The biggest benefit of a knowledge base is the time it saves you. By providing customers with self-service solutions, you can reduce the number of support queries and free up your time for more important tasks. This is particularly valuable for founders and small support teams who often face time constraints.

Investing in a knowledge base is a smart business decision, as it can dramatically improve your customer experience, reduce support costs, and free up your team's time. If you are struggling with managing an overwhelming number of support requests, a knowledge base is a solution worth considering.