Are your agents answering the same questions over and over again? Are your customers looking for information they can't find? A well-built knowledge base solves both of these problems.
In this guide, discover what a knowledge base is, how to create one, and best practices for making it truly useful.
Knowledge base: definition
A knowledge base is a centralized repository of organized and easily searchable information. It contains answers to frequently asked questions, user guides, procedures, and any other information useful for troubleshooting.
There are two main types:
- External knowledge base: accessible to customers (public FAQ, help center)
- Internal knowledge base: reserved for teams (procedures, technical documentation)
Why create a knowledge base?
For customers
- Autonomy: finding answers without waiting for an agent
- 24/7 availability: accessible at any time
- Speed: instant response vs. waiting time
For agents
- Save time: copy and paste rather than write
- Consistency: all provide the same information
- Facilitated training: new agents have a reference
For the company
- Cost reduction: fewer tickets = less workload
- Scalability: the database never sleeps and processes as many requests as there are
- SEO: well-written articles attract organic traffic
The impact on support KPIs
An effective knowledge base directly improves your metrics:
| KPI | Impact |
|---|
| Ticket volume | ↓ 20-40% reduction in simple requests |
| Resolution time | ↓ Agents find answers faster |
| FCR | ↑ Better chances of resolving issues on the first attempt |
| CSAT | ↑ Customers satisfied with autonomy |
What to include in a knowledge base
Content for customers (external)
- FAQ about the product/service
- Getting Started Guides
- Step-by-step tutorials
- Troubleshooting common problems
- Information about prices, delivery, returns
- Policies (Terms and Conditions, Privacy Policy)
Content for agents (internal)
- Processing procedures by type of request
- Response scripts
- Decision trees for diagnosis
- Detailed technical information
- Specialized team contacts
- Incident history and solutions
How to create a knowledge base
1. Identify priority topics
Start with the most frequently asked questions. Analyze:
- Tickets from the last 3 months
- Search queries on your site
- Questions asked in chat
- Customer feedback
2. Structure the information
Organize by logical themes and sub-themes. A customer should be able to navigate intuitively.
Example of structure:
- Startup
- Create an account
- Initial setup
- Usage
- Billing
- Troubleshooting
- Connection issues
- Error messages
3. Write clear articles
Each article must:
- Have an explicit title (the question the customer is asking)
- Get straight to the point (answer first, details later)
- Use simple language (avoid jargon)
- Include visuals if necessary (screenshots, videos)
- Provide links to related articles
4. Make it discoverable
- Powerful search engine
- Automatic suggestions while typing
- Links from product pages
- Integration into chat/contact form
5. Keep it up to date
An outdated database is worse than no database at all. Schedule regular reviews and update after every product change.
Tools for creating a knowledge base
Several options depending on your needs:
Integrated into your help desk
- Zendesk Guide
- Freshdesk Knowledge Base
- Intercom Articles
- HubSpot Knowledge Base
Advantage: native integration with support, automatic suggestions to agents.
Dedicated solutions
- Concept (flexible, collaborative)
- Confluence (powerful, complex)
- GitBook (technical focus)
- Document360 (specialized knowledge base)
Home remedies
A simple CMS (WordPress, Webflow) may suffice for an external database. Fewer features but total control.
Knowledge base and AI
Artificial intelligence is transforming the use of knowledge bases:
Semantic search
AI understands the intent behind the search, not just the keywords. "How do I cancel my order" and "I want a refund" can lead to the same article.
Contextual suggestions
By analyzing the ticket, the AI automatically suggests relevant articles to the agent.
Automatic responses
AI can respond directly to the customer based on the knowledge base, without human intervention.
Klark leverages your knowledge base to generate accurate, contextual responses, either automatically or with agent assistance.
Measuring the effectiveness of your database
Metrics to track
- Self-service rate: % of visitors who find their answer without contacting support
- Most viewed articles: identifying priority topics
- Searches without results: identifying gaps
- Bounce rate: Are visitors finding what they are looking for?
- Feedback on articles: "Was this article helpful?"
Reasonable objectives
- Self-service rate: 30-50% of visitors do not contact support after consulting the site.
- Article satisfaction: 70%+ rated "useful"
Mistakes to avoid
Mistake #1: Create and forget
An unmaintained database quickly becomes obsolete and counterproductive.
Mistake #2: Too much jargon
Write for your customers, not for your internal experts. Test for comprehension.
Mistake #3: Articles that are too long
An article that answers 10 different questions doesn't help anyone. One article = one topic.
Mistake #4: Poor research
If the customer can't find the item, it's as if it doesn't exist. Invest in search.
Mistake #5: Ignoring feedback
"No, not useful" responses are opportunities for improvement. Analyze them.
Frequently Asked Questions
How many articles should you start with?
Start with 10-20 articles on the most popular topics. It's better to have a few high-quality articles than a lot of mediocre ones.
Who should write the articles?
Ideally, support agents (they know the real questions) with proofreading by an editor/product manager.
Is both an internal AND external database required?
Yes, if you have confidential information or internal procedures that do not concern customers.
How can we encourage customers to use the database?
Offer it before the contact form. "Have you checked our help center?" with contextual suggestions.
Conclusion
A well-built knowledge base is an investment that pays off: fewer tickets, more efficient agents, and more self-sufficient customers.
The keys to an effective knowledge base:
- Prioritize frequently asked questions
- Organize clearly by topic
- Write simply, get to the point
- Keep up to date regularly
- Measure and optimize continuously
- Leverage AI to maximize utilization
Want to make your knowledge base more effective? Discover how Klark can help you.
