Knowledge Base Creation & Management

Overview

What we deliver

We build and maintain knowledge bases for support teams and customers, with clear articles, governance, and regular content reviews.

We design, build, and maintain knowledge bases that reduce repeat questions and shorten agent handle time. Our content team interviews subject matter experts, audits existing material, and structures content into clear, search-friendly articles for agents, customers, or both. We define information architecture, write or rewrite articles, add screenshots and short videos where helpful, and tag content for accurate search. Once the base is live, we manage ongoing updates as products, policies, and processes change, and we retire stale content on a defined cycle. We track article views, helpfulness ratings, and deflection metrics, and we share monthly reports that show which content drives outcomes and which gaps still exist. We also coach your internal authors so contributions stay consistent. The result is a knowledge base that agents trust, customers actually use, and leaders can rely on as a single source of truth.

Fit Check

Built for teams like yours

Who it's for

Support leaders with high repeat volume
Product teams launching new features
Customer-facing organizations of any size
Teams replacing outdated documentation
Self-service initiatives

Pain points we solve

Outdated or scattered documentation
Long agent handle times
Low self-service adoption
Inconsistent answers across channels
No clear content ownership

What's included

Capabilities

Everything we cover in this engagement.

Content audit and gap analysis
Information architecture design
Article writing and editing
Screenshot and video creation
Search and tagging setup
Governance and review cycles
Performance reporting
Author training and templates

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Audit

We review existing content and identify gaps.

02

Structure

We design categories, taxonomy, and templates.

03

Build

We write or rewrite articles with SME input.

04

Launch

We publish, configure search, and train users.

05

Maintain

We update content and report on usage.

What you get

Deliverables & outcomes

What you get

Content audit report
Information architecture map
Article library
Author style guide
Monthly usage reports
Governance playbook

Outcomes you can expect

Shorter agent handle times
Higher self-service deflection
More consistent customer answers
Faster onboarding for new agents
Clear content ownership

Timeline

4 to 8 weeks to launch

Engagement

Monthly retainer, Project, Sprint

Tools we use

Zendesk Guide, Salesforce Knowledge, Confluence, Notion, Document360

KPIs we track

Article views, helpfulness rating, deflection rate, handle time reduction, content freshness

Client stories

What clients say

"

Our SDRs were spending two hours a day copying lead data between Salesforce, Outreach, and a Google Sheet nobody owned. They mapped the whole flow, stitched it together in n8n, and added a dedupe step we did not even know we needed. Got 38 hours a week back across the team. The SDRs were the ones who pushed to expand it further.

Rebecca F.

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

Proof