Customer Service

How To Create a Knowledge Base for Customer Support

Josh Spilker

December 8, 2023

At Tettra, we understand that a customer support knowledge base is more than just a repository of information; it’s a dynamic tool that helps your customer support teams get the info they need to customers as fast as possible.

Benefits of Using a Customer Support Knowledge Base

By adopting knowledge management software like Tettra,  your business can leverage the power of AI to drastically improve support efficiency.

As an internal knowledge base, Tettra is designed to reduce the burden on your support team by providing your reps, agents and support team members with instant access to the information they need, lowering operational costs and resources.

This, in turn, fosters customer trust and loyalty as they benefit from consistent, high-quality content and faster resolutions.

Internal Knowledge Base vs External Knowledge Base

An internal knowledge base, used by employees, contains in-depth company policies, procedures, technical details, and training resources. It’s designed to boost efficiency, knowledge sharing, and internal communication, and requires login access for security. The content is technical, catering to an internal audience.

Conversely, an external knowledge base is for customers and the public, featuring FAQs, product guides, and troubleshooting tips for user assistance. The aim is to provide self-guided support, such as with a help desk or help center. Having this option for customers and users reduces the overall number of support tickets.

Step-by-Step Guide to Building a Customer Service / Customer Support Knowledge Base

Creating a knowledge base requires a structured approach:

• Identify Knowledge Gaps: Start by assessing areas where information is frequently requested or lacking. This helps in focusing on the most needed content first.

• Gather Stakeholder Input: Collaborate with different departments to ensure the content covers all aspects of your product or service. This also helps in getting diverse perspectives.

• Select the Right Platform: Choose a platform like Tettra, known for its seamless integration and user-friendly interface. This makes accessing and updating the knowledge base easier for everyone.

• Organize Content Strategically: Arrange the information in a way that’s intuitive and easy to navigate. This enhances the user experience significantly.

• Develop Content Collaboratively: Involve subject matter experts in the content creation process to ensure accuracy and depth.

• Implement Feedback Mechanisms: Set up ways for users to provide feedback on the knowledge base. This is vital for continuous improvement.

• Launch and Promote: Introduce the knowledge base to your team with adequate training and resources to ensure its effective use.

More: Customer satisfaction explained ➡

The Types of Content You Need in a Customer Support Knowledge Base

A customer support knowledge base should be rich and varied in content. This includes intuitive help articles, FAQs, detailed guides, product updates, how-to videos, and workflows on ticket escalation, internal comms, and where to look for answers first.

Popular templates to help you get started in Tettra:

• Incident postmortem template
• Process documentation template
• Standard operating procedure template

Best Practices for Creating a Customer Support Knowledge Base

Develop Relevant and Useful Knowledge Base Articles

Regular updates and accuracy checks are part of our DNA, ensuring that your knowledge base is always a reliable source of information. Each knowledge base article will get flagged after a certain amount of time if it hasn’t been viewed or updated recently. Therefore, your knowledge base content is always performing at its best. 

Utilize Search Functionality and Search Terms

Tettra’s context-driven search feature is a testament to the importance of effective search functionality. We ensure that users can effortlessly find what they need, enhancing their experience.

You can even search for external links in Tettra and Kai, the Tettra AI assistant, gives you instant answers directly inside of Slack.

• Read tips on how customer support reps can best use Slack

Use Question & Answer (Q&A) Features

If there isn’t currently a page in your knowledge base for a concern, you can create a question in Tettra and then assign it to a subject matter expert to answer.

Use the Q&A feature in Tettra instead of Slack, and you’ll have the answer captured to keep using.

Keep Your Knowledge Base Current and Updated

Consistent updates are key to maintaining a relevant and effective knowledge base. Tettra’s content verification feature and our approach to designating knowledge experts ensure your information is always up-to-date and accurate. This expert should also be regularly curating info from other external tools that you use–such as Google Drive or Github–and then adding those into Tettra so their titles can easily be searched.

• Read more on content verification in our help center.

Integrate with Multiple Platform

Integrating with platforms like Slack, MS Teams, Google Docs, and CRM systems, we at Tettra advocate for a comprehensive approach to knowledge management. You’ll have seamless access and a unified customer service experience.

Create an Effective Search Experience

Our commitment to user-friendly experiences is reflected in our effective search bar design. With auto-suggestions and filters, we make it easier for users to find exactly what they need, promoting efficient self-service. You can search titles of Tettra pages and docs, and the titles of external links.

Kai also helps you find answers you need, by giving Tettra users an answer in plain language and then adding sources from your own docs inside the answer as well.

Measure Effectiveness

Utilize analytics to track how the knowledge base software is being used and its impact on customer service efficiency. Adjust content and strategies based on these insights. Tettra has a daily email sent to all users about new pages created, and the most popular pages.

Every month, admins will receive a monthly analytics email about usage and most popular pages.

• The number of pages created in the previous month 
• The number of pages viewed in the previous month 
• The top pages and their view count 
• The most active users 
• The number of pages each user created 
• The number of pages each user viewed

Foster a Knowledge Sharing Culture

Encourage all employees to contribute to and update the knowledge base. Your knowledge base is only as good as the knowledge that’s in it–that means everyone needs to contribute to transfer the knowledge out of their head and into Tettra.

How To Implement Your Customer Support Knowledge Base

Choose the Right Software Solution for Your Needs: In line with Tettra’s values, choosing a software solution involves balancing customization, flexibility, scalability, and cost. Our platform is designed to meet a variety of needs, offering a user-friendly interface and seamless integrations.

Designate Responsible Staff Member to Manage the Knowledge Base: Having a dedicated staff member for knowledge base management is crucial. This will be the knowledge manager who will be get your team set up and running, and also will include the most relevant docs and info for your team.

Key Reasons for Creating an Internal Knowledge Base for Customer Support

Creating an internal knowledge base for representatives, agents, support team members, and engineers is a critical strategy for any organization aiming to optimize its internal operations and enhance the efficiency of its customer service.

This type of knowledge base serves as a centralized repository of information, allowing various teams to access vital data, best practices, troubleshooting guides, and technical documentation. This not only streamlines the support process but also fosters a culture of knowledge sharing and continuous learning within the organization.

Enhanced Efficiency and Productivity: By having all necessary information in one place, team members can quickly find solutions to customer queries, reducing response times and increasing overall productivity.

Consistency in Service Delivery: A shared knowledge base ensures that all team members, regardless of their department, have access to the same information, leading to a more consistent and unified approach in handling customer issues.

Empowering Team Members: An internal knowledge base empowers representatives and engineers by providing them with the resources they need to solve complex problems. This empowerment leads to more confident and competent org, across the support team and beyond. 

Continuous Learning and Improvement: A knowledge base like this becomes a dynamic tool for ongoing learning. As new challenges are encountered and resolved, the knowledge base grows, becoming more comprehensive over time.

Reduced Training Time: New employees can be brought up to speed more quickly as they have access to a wealth of information and historical data, reducing the time and cost associated with training.

Cross-Departmental Collaboration: An internal knowledge base encourages collaboration between departments, such as support teams and engineering, as they can easily share insights and solutions.

Best Practices for Creating an Internal Knowledge Base

Gather Comprehensive Content: Include a wide range of information from troubleshooting guides, product manuals, FAQs, policy documents, to case studies. The content should be relevant to all the departments involved.

Ensure Easy Accessibility and Searchability: The knowledge base should be user-friendly, with a robust search function to allow team members to find the information they need quickly.

Regular Updates and Maintenance: The knowledge base must be regularly updated and maintained to ensure that all information is current and relevant.

Encourage Contribution and Feedback: Create a system where team members can contribute their knowledge and provide feedback on existing content. This not only keeps the knowledge base growing but also ensures its accuracy and relevance.

Implement a Structured Organization: Organize the content in a logical, structured manner with clear categories and tags. This helps in navigating the knowledge base efficiently.

Integrate with Other Tools: If possible, integrate the knowledge base with other tools and platforms used by the team, such as CRM systems or communication tools, for seamless access to information.

Track Usage and Effectiveness: Implement analytics to track how the knowledge base is being used and its effectiveness in resolving customer issues. This data can guide future improvements.

Step-by-Step Guide to Building a Knowledge Base for Customer Support

Creating a knowledge base requires a structured approach:

Identify Knowledge Gaps: Start by assessing areas where information is frequently requested or lacking. This helps in focusing on the most needed content first.

Gather Stakeholder Input: Collaborate with different departments to ensure the content covers all aspects of your product or service. This also helps in getting diverse perspectives.

Select the Right Platform: Choose a platform like Tettra, known for its seamless integration and user-friendly interface. This makes accessing and updating the knowledge base easier for everyone.

Organize Content Strategically: Arrange the information in a way that’s intuitive and easy to navigate. This enhances the user experience significantly.

Develop Content Collaboratively: Involve subject matter experts in the content creation process to ensure accuracy and depth.

Implement Feedback Mechanisms: Set up ways for users to provide feedback on the knowledge base. This is vital for continuous improvement.

Launch and Promote: Introduce the knowledge base to your team with adequate training and resources to ensure its effective use.

Best Practices for a Customer Service Knowledge Base

To ensure your knowledge base is effective and user-friendly, follow these best practices:

Regular Updates: Regularly review and update the content to keep it current and relevant.

User-Friendly Design: Make sure the knowledge base is easy to navigate and understand.

Incorporate Multimedia: Use different formats such as text, images, and videos to cater to various learning preferences.

Measure Effectiveness: Utilize analytics to track how the knowledge base software is being used and its impact on customer service efficiency. Adjust content and strategies based on these insights.

Foster a Knowledge-Sharing Culture: Encourage all employees to contribute to and update the knowledge base. Your knowledge base is only as good as the knowledge that’s in it–that means everyone needs to contribute to transfer the knowledge out of their head and into Tettra.

Learn more about how Tettra helps customer support teams.