Cut down your support tickets Knowledge base.


World’s leading products are designed in such a way that it allows the customers to interact and engage intuitively and eventually makes quick decisions. Definitive feedbacks from your product users can substantially help your team to incorporate some new or advanced options in the product interface in the future iteration or updates. Since most of the applications ensure quality service and supply the latest features to create and manage your online documentation page for your valuable customers. It is important to decide in advance, how you decide to organize your page that makes consumers encourage consumers to approach the self-service choice and eventually reduce support calls. 

Now a days customers prefer self-service support than customer support. 73% Of people prefer self-service support over waiting for an agent response.  Use of FAQs on a company’s website increased from 67% in 2012 to 81% in 2015. For SaaS product customers, providing them self-service support means that you’re enabling them to troubleshoot problems by themselves. 

However even if there are too many support calls, they might just enable the organization to incorporate those suggested changes in the future iteration of the product. Either way, a knowledge base software strives to achieve customer satisfaction with lower support costs. In this blog, we will specifically guide you in creating a customer support knowledge base and avoiding the common mistakes in writing customer support knowledge base.

Why do you need a knowledge base for customer service?

The current global pandemic situation demands reduction in customer support costs and at the same time supply a competitive self-service experience, no matter what kind of company you are. But additionally, if you are a SaaS company, then it is advisable to pay close attention to your costs compared to your expenses. It is easy for them to get out of hand if you are still building out your customer base, costs can quickly spiral. There are some tools like online knowledge base, interactive voice response, mobile help apps, and chatbots that you can implement to reduce SaaS customer support costs. In this blog we will focus on creating an online knowledge base for customer support.

How to build an Online Knowledge base

Define the purpose of your Knowledge base.

The knowledge base is a centralized storage of information that is accessible for internal employees and customers. If the purpose of your knowledge base is to help customers in finding the answer to their queries and to reduce the ticket load on customer support agents, then set up a public knowledge base is ideal for your website.

Collect Ideas for Knowledge base content.

To set up knowledge base content you will need a steady stream of ideas to add articles to your knowledge base. If your purpose is to set up a customer support knowledge base, then talk to your customer support team and collect the topics that they handle often.

Say, if it is for your developer support then collect ideas from the developer community forum internal development team.

Decide the topics and structure of knowledge base content.

Once you have decided on the topics for knowledge base content, need to add categories and subcategories for navigating through the knowledge base.

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Depending on the FAQs structure of the knowledge base, list all the questions carefully from basic to complex. The categories should make sense to the users and adding subcategories make the user land on the right article without wondering.

Create a Knowledge base article.

Proficient writing is essential to make readers comfortable to understand and solve their issues. Pick titles that are informative to customers say how to upgrade or cancel a subscription, how to add APIs and all how-to guides to use your product. Make the knowledge base interesting to the readers, add images, flowcharts, videos, and call out to mention special notes and warnings.

Make your knowledge base SEO friendly.

Your knowledge base is one of your marketing assets. Optimizing your knowledge base will maximize your exposure in search rankings. Increasing search ranking not only allows existing customers to reach your knowledge base, but the keywords also that the user’s type will attract new prospects to your site.

Publish your Knowledge base.

Now it is time to hit the publish button on your knowledge base software. Make your content available for your users, a customizable knowledge base is preferred by brand. Many modern knowledge base tools like Document360 allow full customization to match your brand.

Make sure you promote your knowledge base by giving links to your articles. This will not only help in SEO, but reaches the customers directly, and prompts them to use the knowledge base.

Collect feedback, analyse, and improve your knowledge base.

This last step is critical in keeping your knowledge base. While choosing a knowledge base you need make sure that you can set up a variety of customer feedback options. Allow them to rate the helpfulness of existing articles in a simple yes/no options. Some of the customers prefer a simple checkbox than leave a comment. Make it as easy for consumers to have reviews as possible. And then, be sure to act on it.

What are common mistakes to avoid while building a Knowledge base.

  • Documentation uncoordinated with the product 
  • The documentation structure is not perfected. 
  • Too many details 
  • Spelling mistakes, typos, and incorrect grammar 
  • Long papers without a table of contents.
  • Too much jargon or in-house terminology 
  • Lack of correct highlighters in the articles 

Best Practices for Customer support Knowledge base 

Software as a service (SaaS) model-based companies, typically work on a subscription-based model and customer retention (longer the customer stays with your organization, the revenue per user), which is extremely critical. Therefore, the best practices for SaaS companies to follow toward their customers include:  

  • Invest in the right tool- Omnichannel support along with an online Knowledge base. 
  • Offer real-time, in-app customer support, which usually involves integration with a live chat tool. 
  • Proactive approach-Setup customer knowledge base to take care of your common customer’s issues.
  • Build an internal knowledge base for support agents to quickly run through the issues and find the right help articles. 
  • Collect customer feedback regularly on the knowledge base and analyse with the support team.
  • Offer live chat and customer self-service possibility – To start a conversation with your support team instantly instead of over an email or phone or the customers might want to fix an issue themselves. 
  • Offer a self-service choice with a strong knowledge base and list of often asked questions (FAQs) – if you are offering live chat support, activate Chatbots, and suggest the knowledge base Doc and the right FAQ based on the customer context. 

Last thoughts

Choosing a Knowledge base can be a daunting task. Research the products and get reviews from trusted sites such as Capterra, G2 Crowd, Gartner, and so on. Chart out a plan on how you would like to use your knowledge base and talk to the sales teams from respective companies and document what value the products will bring for your business. Compare the tools and make an informed decision after all your efforts, your customers must obtain the content they came for and feel satisfied. Moreover, your support teams must feel empowered using the knowledge management platform and simplify knowledge sharing making it easier to collaborate across teams and bring the best returns for your business.