Best Practices for Revamping a Customer Support Knowledge Base

How to revamp your knowledge base

Insight from Knowledge Owl

The best customer support knowledge bases are clear, concise, and relevant. Nike does an awesome job.

If yours isn't, it's time for a revamp.

A successful knowledge base revamp includes three main phases:

1. Preparation → Organize your articles to then test what's working and identify gaps. Once done, set up a style guide to ensure consistency in tone and formatting. Then select a knowledge management platform based on needs and budget.

2. Execution → Write, rewrite, and quality-check the content with your team.

3. Maintenance → After launching, be sure to analyze success after the first 30/60/90 days. Be sure to install a process on how to update existing articles and fill content gaps.