A knowledge base that actually works can cut support tickets by 20-30%. The key word is "actually works" -- most knowledge bases are disorganized dumps of articles that nobody can find. Here’s how to build one that customers will use instead of emailing your support team.
Structuring Your Knowledge Base
Getting the structure right matters more than the writing. A poorly organized knowledge base with great articles is still hard to use. Here’s how to set it up.
Organize by Product or Service
Start by categorizing content based on your products or services. For instance, if you’re running a diversified platform like StackBloom, you might have sections for each tool: Forms Builder, PDF Suite, E-Sign, and so on. This makes it easier for users to navigate directly to the information they need without wading through irrelevant data.
Use Clear and Concise Categories
Within each product or service, use clear and concise categories. A good rule of thumb is to limit top-level categories to 5-7 to avoid overwhelming your users. For example, within Live Chat features, you could have sections like "Getting Started," "Troubleshooting," and "Advanced Features."
Implement Search Functionality
A robust search function is non-negotiable. Users should be able to type in a query and find relevant articles quickly. This is where the magic happens—your users are empowered to find answers without human intervention. Consider using analytics to track search queries and optimize content based on what users are actively seeking.
Writing Effective Knowledge Base Articles
Structure alone won’t help if the articles themselves are hard to follow. Here’s how to write articles people actually read.
Know Your Audience
Understand who you’re writing for. Are they tech-savvy or newcomers? Tailor your language accordingly. For instance, if you’re documenting InboxBridge (email-to-Slack), you might need to include more detailed steps for users unfamiliar with Slack’s interface.
Use Simple, Direct Language
Avoid jargon unless it’s absolutely necessary. Aim for clarity and simplicity. Think of your knowledge base as a conversation with a friend—how would you explain it to them? Keep sentences short and to the point, and always provide context where needed.
Include Visuals
A picture is worth a thousand words, especially when it comes to technical documentation. Screenshots, GIFs, and videos can significantly enhance comprehension. If you’re explaining how to set up a Live Chat, a step-by-step video tutorial can be incredibly valuable.
Real-World Example: How Acme Inc. Reduced Tickets by 30%
Take Acme Inc., a mid-sized tech company. By reorganizing their knowledge base to focus on user-centric categories and adding a robust search feature, they saw a 30% reduction in support tickets within six months. They used analytics to identify top search queries and updated their content accordingly, ensuring users found the answers quickly.
Keeping Your Knowledge Base Up to Date
A knowledge base isn’t a set-it-and-forget-it kind of deal. It requires regular maintenance to stay relevant and useful.
Regularly Review and Update Content
Schedule regular reviews of your knowledge base content. This could be quarterly or bi-annually, depending on how frequently your products or services change. During these reviews, check for outdated information and update it as needed.
Encourage User Feedback
Invite users to provide feedback on your articles. This can be as simple as a thumbs-up/thumbs-down option at the end of each article. Use this feedback to identify which articles need improvement.
Leverage Analytics
Utilize analytics to track how users interact with your knowledge base. Which articles are most popular? Which have high bounce rates? Use this data to improve your content continually.
Comparison: Traditional Support vs. Knowledge Base
Here’s a quick comparison to illustrate the benefits of a knowledge base over traditional support methods:
| Feature | Traditional Support | Knowledge Base |
|---|---|---|
| Cost | Higher (staff costs) | Lower (one-time setup) |
| Response Time | Minutes to Hours | Instant |
| 24/7 Availability | No | Yes |
| User Autonomy | Limited | High |
| Scalability | Limited | High |
As you can see, a well-maintained knowledge base offers significant advantages, particularly in terms of cost, availability, and scalability.
Final Thoughts
The biggest mistake with knowledge bases is treating them as a one-time project. They need regular updates as your product changes, and someone on the team needs to own that process. If you pair a good knowledge base with Live Chat, agents can link to articles during conversations, which both solves the immediate problem and teaches customers where to find answers next time.
