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Teams replacing outdated documentation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Outdated or scattered documentation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 LCP was 4.8 seconds and Google was punishing us for it. They audited the build, dumped two plugins we did not need, moved hero images to a real CDN, and rewrote the critical CSS. LCP came down to 1.6 seconds within three weeks. Bounce rate on the pricing page dropped by a quarter without us touching the copy.

Sarah K.

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.

Proof