Do Customers Actually Read the Knowledge Base?
Table of Contents
Do Customers *Actually* Read the Knowledge Base?
Many support managers ask an important question. Are customers really reading the knowledge base? Support reps report users bypassing self-service options. They open tickets instead. Some say customers won't read FAQs or any articles. Yet knowledge bases remain core to help center strategies. They're still relevant. They reduce wait times. They offload support tasks. They improve customer satisfaction.
Today's environment requires attention to several factors. Visibility matters. User behavior influences engagement. Content format affects usability. People learn in different ways. Some prefer reading text, while others like quick videos or step-by-step instructions. Organizations that handle sensitive data need strong security controls, so self-service resources must align with those standards. Here's how to boost knowledge base usage effectively.
Why Do Some Customers Skip the Knowledge Base?
Some customers want quick fixes without searching. They might not trust self-help resources. Sometimes they can't see these resources easily. Others need extra guidance. They don't recognize the value of the help center. Many fear finding outdated information.
Tips to Increase Knowledge Base Usage
Make knowledge bases highly visible. Place direct links in support portals or apps. Use clear labels like "Help Center" or "Knowledge Base." Provide functional search bars. Use plain language in article titles. Content hidden behind multiple clicks goes unused.
Offer variety in content formats. Some users prefer short instructional text. Others respond better to videos or screenshots. Self-help resources should include multiple media types. Keep all content brief. Materials must be easy to read or watch. Complex topics need breaking into smaller articles. Bullet points help users skim for answers.
Keep knowledge bases current. Customers avoid outdated content. Organizations handling sensitive data need secure environments. Always follow your industry's guidelines for protecting information to build customer confidence.
Video Knowledge Base
Videos increase user engagement significantly. Many users avoid reading text paragraphs. They prefer watching brief clips demonstrating procedures. Videos complement text-based content. They don't replace it. Combine both formats for maximum effectiveness. Keep videos short. Highlight key points clearly. Embed videos directly in portals when possible.
Compliance matters when showing user data. Avoid exposing real personal information in public articles and use secure software with proper permissions. These steps reduce accidental leaks and improve data governance.
Measuring Knowledge Base Success
Review analytics regularly. Track page views carefully. Monitor time spent on pages. Watch for quick bounces from articles. This indicates unhelpful content. Count tickets opened on topics covered in the help center. Decreasing numbers suggest increased knowledge base usage. High ticket volumes need investigation. Articles might miss details. They might be difficult to find.
Request user feedback consistently. Ask if articles solved problems. Enable voting or comment features. This data identifies areas needing revision. Over time, feedback refines knowledge base practices effectively.
End
Some customers skip knowledge bases entirely. Many others use them when properly designed. Well-maintained self-service sections save time. They benefit both customers and support teams. Mix different content formats strategically. Keep everything updated regularly. Integrate with secure support systems. Following your organization's policies carefully leads to fewer support tickets and better customer satisfaction while keeping costs down.
Frequently Asked Questions
1. Why is a knowledge base important?
Knowledge bases help customers find solutions quickly. They reduce support tickets significantly. They improve overall customer satisfaction.
2. Do people prefer text or video tutorials?
Preferences vary among users. Some prefer reading text articles. Others respond better to videos. Offering both formats works best.
3. How often should I update articles?
Update articles when product changes occur. Revise content after receiving feedback about outdated information. Regular reviews maintain accuracy.
4. Can a knowledge base contain sensitive data?
Yes, with proper protections. Use secure storage systems and control access carefully according to your internal policies.
5. What if customers still open tickets on already-documented topics?
Review content findability first. Improve article visibility. Simplify content presentation. Make information easier to locate and understand.
6. Is video knowledge base content too large for mobile users?
Not with proper optimization. Keep videos short and compressed. Optimize for mobile streaming capabilities. Provide text alternatives when needed.
7. What are good metrics to measure usage?
Track several key metrics. Monitor page views and engagement time. Collect user feedback regularly. Measure ticket volume for covered topics.
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About The Author
Eugene Mi
Drawing from extensive decades-long experience in the software industry, Eugene Mi is a proven authority who helps businesses harness AI and automation to solve complex operational challenges.
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