Proactive approach to customer service can decrease the number of incoming calls by 20-30%, lowering the operational cost by more than 20%. One of the most proactive things a business can do is to create and implement a knowledge base. It can help users resolve the easiest of their issues themselves.
What are the main steps to creating a knowledge base, and what are its main perks?
In this article, we'll cover:
What Is a Knowledge Base?
A knowledge base is an online self-service portal, often presented in ‘Ask us’ of ‘FAQ’ sections of the websites, that contain information about the service, product, or particular company and the expertise in its field.
A knowledge base can be beneficial for both customers and a support team:
- Customers — 70% of customers prefer using a company’s website rather than calling or emailing a support team. Over 50% think it is vital to resolve issues themselves rather than contacting a support team. The information in the knowledge base should be written in a language clear for all users, structured, and accessible for everyone.
- Team — the team can benefit from the information meant for customers. Specifically, the newcomers who need to get more information about the product, systems, and even the industry as whole. It can decrease the training time and help existing team members find the information they need fast.
What are the best practices of creating a perfect knowledge base?
Steps to a Perfect Knowledge Base
Research and Verify
Conducting thorough research and verifying all facts and information is vital.
The verification process includes several steps, including:
- ✅ Double-check the data, numbers and information put into the knowledge base.
- ✅ Engage the most experienced members of the team in the creation process.
- ✅ Turn to reliable third-party experts (for general industry information) or project developers and team leads (for project- and product-specific questions).
Correct research and detailed verification will ensure the future success of any knowledge base.
Develop a Clear Structure
There are numerous ways to organize a knowledge base — from articles on different topics all being in the same blog, to dividing them into different sections, to separate internet domains used for different sections.
91 percent of customers say they would use a well-structured and available knowledge base, tailored precisely to their needs. Whichever structure is chosen, it should be easy-to-navigate and beneficial to customers using the base.
Remember About SEO
SEO is a process of optimizing texts and websites to help them rank better in Google Search.
A SEO-optimized knowledge base will not only help customers find the answers they need fast. It will also serve as a promotion tool for the base, the website, and the company in general.
Remember about the readability of the texts. Over-spamming them with keywords in hope to rank higher will not only hinder the ranking, but can make the texts incomprehensible for customers.
Hire Professional Writers and Designers
Professional writers will make sure there are no mistakes, the texts are pleasant and easy to read, and everything is structured and logical.
Adding pictures and visuals to the text speeds up information processing by 60 thousand times. Knowledge base images can increase brand recognition and help customers consume information more efficiently.
Professional writers and designers will help form a consistent written and visual style for the knowledge base, which can increase its success and growth.
Make Your Knowledge Base Accessible
55 percent of customers fall in love with the brand that provides easy access to the information.
Making the knowledge base accessible is only half of the task. Customers should be able to navigate the base themselves. This will help them increase their level of satisfaction and help customer support deal with easy questions faster.
Update Regularly
The world is changing. So do knowledge and information. Knowledge base should be updated as well. Include:
- All product and service updates and changes.
- The newest industry developments and changes.
- Answers to the newest, most frequent questions.
- Case studies.
The most relevant information in the knowledge base will help keep it up to standard and always be helpful for customers.
Knowledge base is a perfect tool to decrease the time needed for team training and spent on resolving the easiest issues. It also provides customers with self-service possibilities, which increase their loyalty and satisfaction.
Need help creating your knowledge base? Write as at [email protected] and get the help you need!
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Anna started out in financial markets, diving into daily research on bonds and stocks. A passionate reader with a love for historical literature and international cuisine, she’s now all about mastering customer communication. She writes in-depth about customer support, backed by extensive research, and has become an expert on the topic.
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