Knowledge Base
Knowledge Base
Support
A self-service repository of articles, FAQs, and guides that helps customers find answers without contacting support.
What is Knowledge Base?
A knowledge base provides self-service support content, reducing ticket volume while improving customer satisfaction.
Knowledge base content:
- How-to articles
- FAQs
- Troubleshooting guides
- Getting started guides
- Video tutorials
- Product documentation
- Policy information
Benefits:
- 24/7 support availability
- Reduced ticket volume
- Faster customer resolution
- Consistent answers
- SEO benefits
- Agent reference resource
Best practices:
- Searchable and organized
- Regular content updates
- Analytics on popular articles
- Easy navigation
- Mobile-friendly
- Embedded in product
Metrics:
- Article views
- Search success rate
- Deflection rate
- Time on page
- Feedback ratings
Why Knowledge Base Matters
Knowledge bases can deflect 30-50% of support tickets through self-service.
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