Knowledge bases have become a core part of effective customer support, knowledge management, and business analysis. They serve as self-service resources, streamline information access, and reduce the load on support teams. But just how impactful are they?

This post dives into 31+ essential knowledge base statistics that reveal the value of well-maintained knowledge bases for businesses.

If you’re a knowledge management professional, business analyst, or part of a customer support team, these numbers will give you solid insights.

You’ll see how knowledge bases drive customer satisfaction, save costs, and boost productivity across various functions.

31+ essential knowledge base statistics

70% of customers expect companies to offer a self-service portal on their website.
91% of customers would use an online knowledge base if it was available and tailored to their needs.
79% of millennials are more likely to use customer support portals if they’re intuitive and useful.
53% of organizations primarily use knowledge bases for customer support, followed by employee training.
Companies with knowledge bases see a 23% reduction in customer support tickets.
65% of high-performing customer service teams leverage knowledge bases to resolve issues faster.
Self-service interactions, including knowledge bases, can cost as little as $0.10 per interaction compared to $12 for live support.
40% of companies report a reduction in support costs after implementing a knowledge base.
Only 41% of customers feel their questions are answered through company websites, highlighting a need for optimized knowledge bases.
A knowledge base can improve internal team productivity by 35% by streamlining information access.
60% of companies say that self-service is one of their top priorities for customer experience.
Customers are 33% more satisfied when they can quickly find answers in a well-maintained knowledge base.
85% of customer interactions will be handled without human agents by 2025, with knowledge bases playing a significant role.
Customers prefer self-service solutions 81% of the time over waiting to speak with a representative.
50% of businesses report improved employee onboarding with knowledge bases.
40% of call center volume can be reduced by implementing a knowledge base.
A 26% improvement in first-contact resolution is achieved with the support of knowledge bases.
89% of millennials use search engines as their first source of information, emphasizing the need for SEO-optimized knowledge bases.
75% of customers say self-service is a convenient way to handle customer service issues.
Knowledge bases reduce the average handle time of support calls by 12%.
High-performing customer service teams are 2.4 times more likely to use a knowledge base than underperforming teams.
Knowledge bases reduce employee training time by 20%.
40% of users abandon websites if they can’t find information within 2 minutes, underscoring the need for accessible knowledge bases.
Self-service portals increase operational efficiency by 25%.
Only 31% of companies have a comprehensive knowledge management strategy.
81% of customers try to resolve issues themselves before reaching out to a representative.
Knowledge bases can lower customer churn by 10% when effectively utilized.
38% of companies report an improvement in customer satisfaction after implementing knowledge bases.
Businesses experience a 24% improvement in customer retention when using a self-service portal.
Knowledge bases help companies increase upselling by 10% through enhanced customer satisfaction.
60% of employees report feeling more confident when they have access to a well-organized knowledge base.
35% of customers say their biggest frustration is finding reliable information quickly.
Support agents save 20-25% of their time on average when they use knowledge bases.
Self-service options increase brand loyalty by up to 15%.
A 27% increase in customer lifetime value (CLV) can be linked to the use of effective knowledge bases.
Over 40% of companies use AI-driven search functionalities within their knowledge bases.
Customers who use self-service options are 73% more likely to stay loyal.

Impact on Knowledge Management Professionals

Knowledge management professionals rely on data to justify the resources and strategies needed to build and maintain effective knowledge bases. The statistics above highlight how knowledge bases directly impact customer satisfaction, reduce operational costs, and increase team productivity.

Supporting Knowledge Management Strategies: With only 31% of companies having a comprehensive knowledge management strategy, there’s a clear gap and opportunity for professionals to advocate for the benefits of knowledge bases. By showcasing the 23% reduction in support tickets and 40% lower support costs, knowledge managers can present a strong case for the adoption or enhancement of knowledge bases.
Efficiency in Access and Search: Statistics reveal that 35% of customers struggle with finding reliable information quickly. This signals the need for knowledge management professionals to prioritize searchability and organization within the knowledge base. Investing in user-friendly layouts, keyword optimization, and tagging can lead to quicker information retrieval, which also improves internal productivity by 35%.
Integration with AI and Search: With over 40% of companies using AI-driven search functionalities within their knowledge bases, knowledge managers have a powerful tool to enhance the search experience. AI-driven suggestions, automated updates, and predictive text can help users find accurate information faster, ensuring the knowledge base remains relevant and useful.