Custom Knowledge Base
A custom knowledge base ensures that users know how to use your software effectively and remain customers for longer. Customers will be happier when they understand your software and how to use it effectively.
We build easy-to-use knowledge bases and help articles that enable users to learn how to use your platform and do it more efficiently. With a custom knowledge base and articles, your software will experience lower churn rates and higher Net Promoter Score (NPS) scores.
Schedule a free consultation with the knowledge base experts.
Happier Customers, Longer Subscribers
The happier your customers are, the longer they’ll remain subscribers.
What makes customers happy? An awesome tool, which you already have. But what about awesome help so they can use your awesome tool? That’s where we come in!
Our expertise in web design, instructional design, and creating online help articles will equip customers with the knowledge they need to utilize your tool more effectively. If they know how to take advantage of your tool and use it to their benefit, then they’ll stay subscribed and continue to pay you money.
Why You Should Have an Exceptional Knowledge Base
Investing in a knowledge base with high-quality articles means you’re investing in users. When you have better help available, customers understand how to use your tool to benefit from it.
All these benefits come with a customer knowledge base (see our example, featuring a few articles) that showcases articles created by instructional designers who know how to simplify complex technical knowledge into easy-to-understand help articles.
The more someone knows about your tool, the more likely they are to continue using it and become a power user. That means users who start using your tool faster will likely stick around longer and recommend your product more.
Reduce Customer Churn
If you build it, they will come. They sure will, and then they’ll head for the door when they don’t know what to do next or how to use your tool. A knowledge base ensures help is available so they can use your tool to benefit their work.
Even if they don’t head for the door immediately, not having quality and enough help available means users likely won’t know how to use it properly. That leads to them not seeing the benefits and being more likely to cancel.
Bring More Customers
With a public knowledge base and articles, those will rank in search engines and can be referenced in AI tools. That means users trying to do specific tasks that your software can streamline will run across your tool when searching for answers.
The more help available, the more likely you will make current customers happy and help new customers find you. It’s a win-win for your tool because it will bring new customers on every front.
Customer Onboarding
With the right organization, a knowledge base can provide new users with a great onboarding experience. They’ll get the information needed in the right order to make the most of your software.
A getting-started article can provide a sequential list of all the most important tasks to complete and take advantage of your tool’s features.
Improved Support
Email, chat, and phone support are expensive ways to help customers. What if users could get help whenever they need it with 24/7 support and a quick and powerful search of the knowledge base?
Quality help articles decrease calls, chats, and emails to your support team and improve user support quality because users can find answers immediately, no matter the time of day. That means enhanced customer support and fewer support agents needed.
Built For You
We’ll build a custom knowledge base online and work with you to create articles that help people use your software. The more knowledgeable they are, the more likely they are to stay customers.
You provide the platform and the expertise, and we’ll build the KB platform and high-quality articles. We can even take it a step further and build contextual help into your application with a Digital Adoption Platform.
Work With the Best
You could build a knowledge base yourself because you have the technical skills at your company, and it’s your tool. It often leads to complexity and technical jargon that doesn’t translate well to non-technical users.
We’ve been working in the tech industry for decades and honed our skills in translating technical topics into something non-technical users can understand. Instructional designers are skilled at simplifying topics and helping people learn. We’re expert instructional designers specializing in technical topics that help people do their work better.
Other Benefits
We build your KB platform on WordPress with everything custom for you. That means you get the following benefits:
- Onboard Customers: Provide a guided onboarding sequence of articles that helps customers maximize the use of your application.
- Own the Platform: We’ll build it on your hosting, or we can host it for you, but you own the platform and all the customizations. It can go where you want it.
- Powerful Search: Customers can search your help documents easily with a powerful and dynamic search tool from anywhere in your knowledge base.
- Analytics: Make better informed decisions by seeing what people view, search, and react to.
- Localized Help: Potential to translate articles in any language your application uses.
Ways Stripe Says To Reduce Customer Churn
- Address customer satisfaction
- Leverage data to identify high-risk customers
- Improve onboarding processes
- Address different types of churn
- Implement customer retention programs
- Optimize customer service
- Conduct exit interviews
Knowledge Base & Articles Sample
We put together a sample knowledge base, featuring some basic articles. The goal is to give you an idea of what we can do for you and how simple and easy-to-follow articles can and should be.
Numerous articles online cover these topics, but the instructions are complex, difficult to follow, and often lack visual clarity. This was a great opportunity to enhance them and demonstrate how these articles can benefit your SaaS customers, ultimately converting them into long-term clients.
Knowledge Base Questions and Answers
We tried to predict some of the common questions you might have about a custom knowledge base built by us and preemptively answer them.
If you have a question not here, check out the general questions and answers, or contact us to ask your own question.
- Do you build the knowledge base and articles?
Yes, we can build one or the other or both. We’ve built many knowledge base systems on top of WordPress. Our instructional designers are also skilled in building KB articles that are simple, straightforward, and easy for users to understand.
We can build articles for you if you already have a knowledge base platform like Zendesk, Zoho Desk, or anything else. While we don’t recommend this route, we can still accommodate it if you want to build the articles yourself.
- How much does a knowledge base and articles cost?
The knowledge base platform requires setup and monthly hosting costs unless you provide the hosting. This might be the case if you want the knowledge base accessible only to internal employees.
Building the platform in preparation for building streamlined and easy-to-find articles costs about $2,000 to $6,000, depending on the complexity of the build. Hosting for the platform, if we provide it, typically costs $400 to $720 per year or more, depending on the size of the knowledge base and traffic to the platform. We also provide platform and license maintenance at $49 per month.
The price of the articles can vary greatly. Quantity is also factored into the cost of articles. While each article can cost $1,000 to $1,500, it can decrease to $500 to $1,000 when more articles are needed and we build them in quantity.
- Do I own the platform and articles?
Yes. While we build, host, and maintain the platform, it is still yours. You can move it to whatever host you’d like and maintain it yourself.
You’re free to create your articles on the platform we create for you, or add any additional articles, even if we created the original articles. We don’t lock you in, and we don’t take ownership of your content.
- What if I need to make changes?
You’ll have full access to the platform and the ability to create or edit any article. You can make any change you’d like or work with us to make changes.
See Some Of The Training We've Developed
We've developed custom technical training for many types of projects, including custom knowledge bases. These help customers do more with products, and the articles rank in search engines to draw in new customers.