Test July Sanity Article 2

A knowledge base serves as a centralized hub that stores information, data, and knowledge related to a specific topic or entity. Its primary objective is to facilitate users with fast and convenient access to information, enabling them to resolve issues, find answers, and make informed decisions. There are tons of reasons to have help documentation on your customer-facing site, but it’s not enough to just have them: If done poorly, your documentation may confuse or frustrate your customers even more. From top to bottom, a knowledge base should be educational, motivational, and organized. It must answer common questions efficiently to save customers time and confusion. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. There are many excellent reasons to create and publish knowledge base articles for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they're encountering. This, in turn, reduces support volume, and it also provides your support team with additional resources to share with your customers. When there is lower volume coming into the inbox, your team can focus its energy on higher impact, more fulfilling activities. Knowledge base content also shows up in search results and helps boost SEO. So in addition to helping existing customers, great documentation can help you acquire new customers. Finally, there are tons of insights into user behavior and interests that can be gleaned from knowledge base content. Reviewing which pages are most popular may suggest to your product or engineering teams where customers’ common confusions are, which could help you find ways to resolve those issues at the product level. And while there are tons of reasons to have help documentation on your customer-facing site, it’s not enough to just have them: If done poorly, your documentation may confuse or frustrate your customers even more. The examples below will give you a great basis of ideas to work from to make your knowledge base content exceptional.