7 US Customer Support Knowledge Base Best Practices


Customer service is the lifeblood of any business. CenturyLink’s customer service is the epitome of constant proof how crucial great customer support is for any brand and how much their reputation depends on it.

It’s not an easy job dealing with clients, however, if you get it wrong, well, the password is a snap. It will end up affecting sales even slightly no matter how hard you try not to. Just like marketing, which relies on relationships with audiences and potential prospects, a company’s customer service must also rely on relationships with current customers. Businesses face competition for customer support just as they would for product quality and sales.

Recently, a new tool has entered the arsenals of customer service representatives around the world; customer service knowledge base.

Customer Support Knowledge Base

In concept, a knowledge base is like an encyclopedia. It is a collection of articles organized in a hierarchy, divided into sections by subject or geography. However, the focus is on your product and the ways to use it. It can, for example, include everything from basic setup to advanced user skills, there are no size restrictions

The majority of companies choose to fully connect their knowledge bases to major websites. This means that the page title, URL, as well as the general design will fit perfectly into your website design concept, and no one will be able to say that you haven’t created it from the start on your. servers.

Research, on the other hand, is easier than a decent structure. A knowledge base is similar to search engines in that you type in a concern or query and receive a list of articles related to that question. Search bars, on the other hand, have been refined expressly for help and related searches.

Steps to Ensuring Quality Customer Service Knowledge Base

Let’s discuss the seven customer support knowledge base best practices that will be useful for the business.

Know the audience

Starting with the documentation requires a thorough understanding of your target audience. Creating the buyer persona that breaks down all the key qualities of your audience is a wonderful method to achieve this. It’s about helping your customers help themselves in the customer knowledge center. That is, the content of your customer support knowledge base should be influenced by what your customers want to know.

Voice diversity

Many people entrust the entire knowledge base project to a single technical writer or copywriter. This can be useful if you’ve hired someone who knows their way around and can produce knowledge base articles around the keyboard. But it can also be a downside when it comes to representing whatever your customers might need. While the knowledge base may seem like a minor component of your overall operations, keep in mind that almost all of your clients will use it at least once. As a result, getting it right is extremely important. You should make an effort to include people from all levels of the company and from different departments, asking for their opinions on the most important topics of articles to include. People’s views will inevitably diverge and add inclusiveness.

Set the right tone

The brand you have created and the tone you give it, in addition to what you sell, is what your buyers associate with. This is crucial to never lose sight of when writing articles for your knowledge base. It can be difficult to incorporate your personality into discussions about your return policy and billing information. However, maintaining a consistent tone is essential to maintaining an overall, cohesive brand identity that your customers can identify with and connect with.

Pay attention to comments

A sequence of reactions appears at the bottom of each post, whether smileys or thumbs up or down, allowing the user to say whether or not they liked the post. Many platforms even allow users to leave a short comment on what they didn’t like. That’s solid gold when it comes to figuring out how to improve your customer service platform.

Keep it fresh

It is essential to have a dedicated knowledge base person who is responsible for keeping your knowledge base up to date when your rules or response policies change. If you don’t, you risk giving your customers conflicting answers depending on what they will be looking at and where they might be looking for solutions.

Keep it simple

If you have a large number of articles in your customer support knowledge base, consider categorizing them into basic and broad categories so your consumers aren’t overwhelmed with a long list of articles to read. You can also help people find what they’re looking for by asking the most frequently asked questions up front.

Check for updates

When you perform a product upgrade or introduce a new feature or upgrade, you’ll want the documentation ready as soon as possible. People most often turn to the internet for help with new features, and you can also link to your knowledge base articles immediately from your updated blog post. This integration isn’t hard to achieve, but it’s something to be aware of as it goes under the system a lot easier than you might think as you all get ready for the new launch. These upgrades may not break anything, but that’s where the danger lies. Because your articles aren’t updated for longer periods of time, readers will notice references to buttons that don’t exist or have different ID names, which will erode their trust in your help documentation.


The above are the seven Customer Support Knowledge Base best practices, and they will come in handy in improving your customer experiences if properly implemented.


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