💡 What?

<aside> 💡 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.

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❓ Why?

<aside> 💡 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.

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💪 How?

Create

[ ] Decide for a type of knowledge base and pick a tool

Seed

[ ] Create a knowledge base with your chosen tool
[ ] Add your most common user flows and questions + answers to it

Improve

[ ] 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)

Maintain

[ ] 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