💡 A knowledge base is a collection of documents that cover issues and questions people might run into while using your product.
The more areas you cover and the easier it is for people to understand your knowledge base, the better it is.
💡 A great way to cut operational costs and deliver a great experience is to make it as easy as possible to help customers find help on their own.
Most people don’t want to write you and wait for an answer for hours but rather fix it themselves.
For you this means you can have more customer without hiring more support staff.
- [ ] Decide for a type of knowledge base and pick a tool
- [ ] 0-10 customers → Crude (barebones to get started e.g. Notion)
- [ ] 10-100 customers → Standalone (Has search and more functionality than crude but isn’t integrated into your Customer Success toolset e.g. HelpKit)
- [ ] >100 customers → Integrated (Automatically recommends articles and embeds into your Customer Success tool, e.g Crisp)
- [ ] Create a knowledge base with your chosen tool
- [ ] Add your most common user flows and questions + answers to it
- [ ] Whenever someone writes your support team, try to find an existing article that covers this topic (this will be automated with an integrated knowledge base)
- [ ] If yes: Send them the link (or let your tool do it)
- [ ] If no: Document it like outlined in How to write a great knowledge base article and add it, but also check if this can be solved on the product level, the best knowledge base is one that is never needed!
- [ ] When you launch a new feature, seed the knowledge base with the most common user flows and questions that could arise using this feature, then improve through customer support over time
- [ ] When your UI/UX changes, update the according articles in your knowledge base
🛠 Resources & Tools
The Ultimate Help Center Best Practices | Help Center Academy
Notion - One workspace. Every team.