Free Email Course
Sign Up For Our Free 3-Step Email Course:
Scaling Support With a Knowledge Base
Congrats, you've enrolled! Do check your inbox these days, as we'll be emailing you!
"Really love Helpjuice, especially for the price. The support is very helpful and responsibe. " – Alan F, Cofounder, Boomtown
We use our KB as an internal tool to ensure everyone in our organization has quick access to all the information they need. First, every customer has an account page in our KB with all the details about that account including overviews, escalation information, key contacts, billing information, products they sell, and more. They also have specific pages for process flows and support topics. We also use the KB as a more standard KB for technology systems that we support.
We used Google Wiki/Sites (forget the actual name), which was a nice free offering in the early days to get us started but we quickly outgrew it, especially as we needed to build out a true knowledge base with a fast search function.
Primarily for ease of use and affordability. We did not need a ticketing system and many other KB platforms had to be attached to a ticketing system. Also, it was one of the easiest systems to get up and running with (included customization and easy to learn navigation).
More robust APIs would be nice. We build a lot of bots and are seeing if we can access info from our KB via APIs, but it's quite limited on what we're able to pull.
1) Easy edit button right from front end view.
2) folder structuring
3) auto creating side nav bars using H2 tags (and having customization help setting this up). (Sorry, more than one :))