“Yes, could I put your call on hold for a minute?”

If you were part of the inner circle of the support world – you would have guessed that an agent is, in fact, referring to his helpdesk system.

He is accessing the knowledge base – not in all cases – but let’s assume he is for this situation.

He opens up a repository of articles, images and videos – which he refers to as he resolves this customers ticket.

Why do you need a Knowledge Base?

In fact, studies found that 40% of customers now prefer self-service over human contact.

This means it’s never been more important for your company to set up an online knowledge management system where customers can engage with support content – as well as with your agents.

But – the keys to a knowledge base that puts the power of self-service in customer’s hands are;

1. Elaborate articles with workflows

2. A keyword-driven search bar to pull up relevant articles

3. A chatbot to engage with pre-written templates

4. An option to get in touch with a live agent


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The DO’S of a Knowledge Base

Knowledge Base Do # 1 Elaborate Articles with categories and an Index

Kapture CRM’S internal knowledge base system is our muse for this example.

Our pre-sales team uses this to quickly get familiar with the process of pitching our product

If you will see the image below – it has been designed like a blog with a search bar, categories and easy to navigate interface.


It is absolutely essential that a search bar that recognizes keywords and directs users to the right articles be a part of your knowledge base game.

knowledge base

Articles must be written out in an index plus content format.

There should be an index to let readers navigate down to their immediate knowledge gap
You could also have a feedback icon at the end of the article asking readers if this article was useful for you or not.

Knowledge Base Do # 2 – A Chabot

Chabot’s are 24/7 support engines that need no human intervention – up to a point.

Chatbots can scan queries for keywords and refer users to the right article in case they have difficulty finding it.

Kapture CRM’S Chabot, for example, has a configurable conversational UI.

What do I mean by this?

You see different queries lead to different chat response flows.

You can set up customer welcome and agent connect message and also create templates for each flow which the bot can pick and choose from.

Knowledge Base Do # 3 Eye Relief

Your articles need to be formatted with heading and sub-headings.

An article that has been designed as an elaborate on how to will yield higher self-serve resolutions.

Imagine you are writing a long letter to your best friend and explain everything to him.

This keeps the language tight and contents easy to read.

Knowledge Base Do # 4 Offer an Option to Connect with an Agent

Self-service through knowledge bases may offer a surface-level resolution, maybe a customer needs to speak to an agent.

Offer them an option to either chat with or have an agent call them back to avoid irate customers and ticket escalations.


Knowledge Management systems must play a key role in your customer service strategy.

Be it internal or customer-centric – setting up these online knowledge banks will shift CSAT ratings in your favour, as you’ve gifted customers with the most valuable asset of all – time saved.

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