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May 30, 2024 | 5 Mins read

How to Build and Manage an Effective Knowledge Base


Without a centralised pool of knowledge, distributing information to your customers can prove to be quite a hassle. ๐Ÿ“š A structured knowledge base empowers self-service and enhances customer service with speedy information retrieval. ๐Ÿ•ต๏ธโ€โ™€๏ธ

Why Knowledge Base?

A knowledge base is a central hub for all your customer facing documentation such as articles, videos, tutorials and more. It enhances customer experience by making information instantly accessible. ๐ŸŒŸ

What & Why of Knowledge Base

What is Knowledge Base?

Knowledge base is essentially a self-service library that consists of in-depth information about companyโ€™s offerings โ€“ its products or services. It is different from a FAQ as it is a logically organised repository of articles, how-to guides, videos and other sources that enable customers to quickly find answers to their questions without assistance. ๐Ÿค”๐Ÿ’ก

Why build a Knowledge Base?

A knowledge base enables you to consolidate all your companyโ€™s information in one centralised location for easy access. Customers who value self-service like to solve their queries by themselves and find immediate answers without having to talk to a support agent. By providing well managed knowledge base articles you can improve customer satisfaction as well as reduce support related costs. ๐Ÿ› ๏ธ

Benefits of Knowledge Base:

  • Self-Service : 67% of consumers prefer to use self-service options instead of talking to a representative. ๐Ÿ‘ฅ

  • Fast Resolution : Instant answers with minimal waiting time. โฑ๏ธ

  • Productivity : Prevents recurring questions from becoming a support ticket. ๐Ÿ“จ

How to build a Knowledge Base?

Where do you start?

Start by listing out all the common questions, topics and subjects your customers usually inquire about. Leveraging customer data and tags from support tickets can help you prioritise the articles that you will need to create initially. This will allow your knowledge base to cover the most common customer issues right away. ๐ŸŽฏ

What format to choose?

Knowledge base format

Knowledge base format

Determine how you want your knowledge base to be structured. It can be incorporated within your websiteโ€™s help center as a high level overview of your products and services with in-depth articles covering various topics. For instance, Routeโ€™s help center enables customers to search through frequently asked questions, get in touch with the support team or quickly resolve specific issues. ๐Ÿ–ฅ๏ธ๐Ÿ”

How to write good knowledge base articles?

There are a few important steps to creating valuable knowledge base articles:

  • Use a Conversational Tone : Your support agents speak directly to customers in a conversational tone, write accordingly. This makes the content more relatable and easier to digest. ๐Ÿ—ฃ๏ธ

  • Leverage Customer Data : Tags from support tickets can help in mapping common questions and recurring topics. This allows you to create relevant and useful content. ๐Ÿ“Š

  • Clear Titles and Tiered Content : Articles should be easy to read with clear headings and subheadings, improving overall readability and allowing customers to scan and find what theyโ€™re looking for. ๐Ÿ“„

  • Feedback Mechanism : Requesting customer feedback allows you to constantly refine your existing articles and identify aspects where you can improve the knowledge base as a whole. ๐Ÿ“

Build a comprehensive library

A well-equipped knowledge base must contain articles of various types:

  • Articles : In-depth explanations and step-by-step tutorials covering common topics. ๐Ÿ“œ

  • Videos : Visual guides proving useful for complex procedures. ๐ŸŽฅ

  • FAQs : Quick responses to frequent questions. โ“

  • Glossaries and Dictionaries : Explaining industry specific jargon. ๐Ÿ“–

  • Case Studies : Successful implementation stories used by your customers. ๐Ÿ†

How to organise knowledge base?

Taxonomy and Categorisation

Categorise all your knowledge base articles logically. To start off, consider broad categories based on common customer queries such as:

  • Getting Started ๐Ÿš€

  • Account Settings ๐Ÿ”ง

  • Technical Issues ๐Ÿ› ๏ธ

  • FAQs โ“

As your library expands you can create subcategories to logically organise content within each section.

This enables customers to easily browse through your knowledge base. ๐Ÿ—‚๏ธ

Optimising for Search

knowledge base search

For a hassle free navigation experience through your knowledge base, optimise your articles for search. This can be done by using simple language, regularly publishing and updating content and other accessibility considerations such as alt text and clear font sizes. ๐Ÿ”

Maintaining and Updating Knowledge Base Articles

Updates have to be made to the knowledge base to accommodate new information. Develop a maintenance routine for reviewing and updating knowledge base content to ensure that the information remains relevant and consistent. Updating content based on seasonal or trending topics is especially important. For instance, creating knowledge base articles for products or features that are updated regularly. ๐Ÿ”„

Maintaining knowledge base

Feedback and Iterations

Request your customers to provide constant feedback on your knowledge base articles. This allows you to identify aspects where you can improve and make updates accordingly. This method of constant iterations in itself speaks about the effectiveness of your knowledge base as a whole, over the periods of time. ๐Ÿ—ฃ๏ธ

Improving User Experience with AI

AI can be used to make your knowledge base more accessible by providing on-demand information to customers. AI based tools assist support agents by allowing them to quickly search through the knowledge base articles and recommend relevant results improving response time and customer experience. ๐Ÿค–โœจ

AI Integration Benefits

  • Automated Responses: AI can automatically send relevant knowledge base articles to customers based on their queries. ๐Ÿ“ฉ

  • Efficiency: Reduces resolution times and improves agent productivity. ๐Ÿš€

  • Predictive Assistance: AI can analyze customer queries and suggest relevant articles even before customers finish typing their questions. ๐Ÿง 

Implementing AI in Your Knowledge Base

To leverage AI effectively, consider integrating AI-powered search and recommendation tools. These tools can help customers find the information they need more quickly and reduce the workload on your support team. ๐Ÿ”ง๐Ÿค–


A well-organized knowledge base is essential for providing high-quality customer support. By centralizing information and enabling self-service, you can improve customer satisfaction, reduce support costs, and enhance overall efficiency. Integrating AI can further leverage your knowledge base, making it a powerful tool for both customers and support agents. ๐ŸŒŸ

Building and maintaining a knowledge base is an ongoing process. Regularly update your content, seek customer feedback, and leverage technology to ensure your knowledge base continues to meet the evolving needs of your customers. By doing so, youโ€™ll create a valuable resource that enhances the customer experience and supports your business goals. ๐Ÿ“ˆ

If youโ€™re interested in learning more about how AI can enhance your knowledge base and improve customer support, letโ€™s chat. Book a free IrisAgent demo and see how a Knowledge Base can do wonders for your organization. Weโ€™ve helped numerous companies optimize their customer experience, and we can help you too. ๐ŸŒ

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