Knowledge Base Statistics For Self-Service in Business [2024 Edition] 

Updated : Jan 23, 2024
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Knowledge Base Statistics For Self-Service in Business [2024 Edition] 

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Talking about customer service help, customers or visitors always look to help themselves. When any business fails to provide self-help to their customers, they tend to leave and move on to their competitors. If you are facing such a situation, it is time to look forward and update your knowledge base articles right away for your customers so that they can help themselves. 

Some of the knowledge base statistics will put you in awe and you will wonder why you never used knowledge base in your business before.

A great Knowledge base helps customers or visitors to find their answers without contacting anybody or a support team. Similarly, customer support agents have relief in management of the customer queries that are mostly repeated or very common. 

Talking about me, whenever I use any new tool or software, I would always prefer to read the knowledge base if I am facing any objections or hurdles to move forward with the same. 

This blog is all about making you understand the knowledge base use case and importance in the industry that you are running. It will not only help your support team but win your customer’s hearts with a sense of satisfaction with the answers that they have.

Let’s dig in and know everything about the Knowledge Base, I am sure you will be up to making one excellent knowledge base after looking at the statistics.

The Transformative Power of Knowledge Base Statistics in Enhancing Customer Experience

The findings of a Salesforce survey are quite revealing in the context of customer service preferences, especially among millennials:

☑️ A staggering 89% of millennials turn to search engines for answers before opting to call customer service.

☑️ 67% have raised their customer support expectations over the past year.

☑️ A single poor customer service experience is enough for 78% of millennial customers to take their business elsewhere.

These figures indicate the necessity of providing superior customer support with minimal human intervention to maintain customer loyalty.

Customers need straightforward guidance, user-friendly manuals, and a comprehensive set of FAQs, all presented within a sleek and intuitive interface.

Essentially, customers need to have access to an easy-to-navigate knowledge base. This resource should enable them to quickly find answers independently, without external assistance.

Self-service support is crucial for a generation that has been raised in a digital environment. Millennials, known for their high expectations from brands, seek quick and efficient solutions, whether for personal or professional reasons.

Adopting this strategy is key not only for retaining millennials but also for appealing to other demographic groups, including Baby Boomers and Generation Z.

These statistics underscore the critical importance of developing a knowledge base in today’s digital landscape.

The Impact of Knowledge Base on Customer Satisfaction

The effectiveness of a knowledge base is evident in its impact on customer satisfaction. A well-organized, user-friendly knowledge base can significantly reduce the number of customer support calls.

Simply improving your help section can reduce the number of calls by up to 5%. This not only enhances the customer experience but also frees up valuable resources for businesses.

We all know that customers are looking for instant help, just like instant coffee. Customers use an online source of information whenever they are struck and so it becomes obvious ways that we should always create a knowledge base more interactive so that it is easily grasped by customers or visitors. 

Statistics to Know: The Numbers Behind the Success

Recent studies and statistics shed light on the critical role of knowledge bases in today’s business landscape:

☑️ 88% of customers expect a company to have an online self-service knowledge base.

☑️ Companies that offer a knowledge-based solution have seen a 20% increase in customer satisfaction.

☑️ 70% of customers prefer to use a company’s website to get answers before contacting customer support.

In 2009, a BBC customer service investigation revealed that some of the UK’s largest communication companies kept customers waiting for up to 24 minutes to reach their customer service lines. Fast forward to today, such wait times are inconceivable for businesses aiming to boost customer loyalty.

Modern customers, accustomed to rapid service, find traditional methods like phone calls or lengthy emails cumbersome. In today’s fast-paced world, immediate access to information is not just a convenience; it’s a necessity.

Consider these compelling statistics of Knowledge Base Management

☑️ According to Econsultancy, 31% of customers demand instant online help, and 40% expect assistance within 5 minutes.

☑️ Harvard Business Review notes that 57% of customer calls originate from individuals who have already visited the company’s website.

These figures highlight the urgent need for an intuitive, customer-centric knowledge base.

☑️ A well-structured FAQ section accessible from any device can significantly enhance customer experience. It’s essential that customers can independently navigate through various topics to find the solutions they need.

☑️ Developing a personalized knowledge base portal is crucial. This portal should offer a tailored experience based on the customer’s history with your brand and include insights from previous interactions. This data-driven approach ensures comprehensive and accurate responses, reducing the need for follow-up interactions.

☑️ However, simply having a knowledge base is not enough. Regular content updates and keyword optimization are vital to stay relevant and assist users in swiftly finding what they need on your website.

☑️ Oracle’s study reveals that 36% of customers believe companies should enhance their search functionality and website usability. A sophisticated search engine that can handle misspellings and vague queries is essential for improving user experience.

The preference for knowledge bases over traditional support channels is growing:

  • Econsultancy reports that 51% of customers favour technical support through a knowledge base.
  • Forbes states that 40% of customers prefer self-service to human interaction.
  • Social Media Today found that 91% of customers would use an online knowledge base if it met their specific needs.

These statistics underscore the importance of a user-friendly, 24/7 accessible knowledge base, especially for global companies catering to customers across different time zones.

Knowledge base is more than a tool; it’s a critical component of customer service strategy. By focusing on creating a responsive, well-organized, and customer-focused knowledge base, businesses can not only meet but exceed customer expectations, leading to higher satisfaction and loyalty.

How to Build an Effective Knowledge Base Solution?

To build a knowledge base that resonates with users, it’s essential to focus on quality content, ease of navigation, and relevance. An intuitive knowledge base should be:

✅ Start with Customer Insights:

Gather feedback from customers who have interacted with your company’s website. Use these insights to tailor the knowledge base to their needs.

✅ Focus on Search Functionality:

Companies should improve their search functionality. Incorporate keywords that customers frequently use to ensure they can easily find answers.

✅ Organize Content Effectively:

Structure your knowledge base as a well-organized, helpful resource. Categorize information for easy navigation.

✅ Ensure Mobile Accessibility:

Develop a web or mobile self-service option. A knowledge base should be accessible on all devices.

✅ Personalize the Experience:

Create a knowledge base tailored to individual user needs. Personalization can significantly reduce the number of calls by up to 5%.

✅ Update Content Regularly:

Keep the knowledge base content current and relevant. Regular updates reflect the evolving nature of your business and customer queries.

✅ Utilize Customer Feedback:

Encourage customers to provide feedback on the knowledge base. This input is crucial for continuous improvement.

✅ Integrate with the Company Website:

Ensure the knowledge base is seamlessly integrated with the company’s website for a cohesive user experience.

✅ Optimize for Self-Service:

Aim for a knowledge base that allows customers to get their answers with no human interaction, enhancing the customer-company relationship.

✅ Build for Scalability:

Ensure your knowledge base can grow with your business. It should be robust enough to handle an increasing volume of content and user queries.

✅ Incorporate Diverse Content Types:

Include a variety of content types like articles, videos, and infographics to cater to different learning styles.

✅ Measure Effectiveness:

Regularly analyze how customers use the knowledge base and make improvements based on these metrics.

✅ Promote Knowledge Base Usage:

Encourage customers to use the knowledge base first before reaching out for support.

✅ Align with Business Goals:

Your knowledge base should align with the broader customer service and business management strategy.

✅ Ensure Easy Access to Knowledge:

The knowledge base should serve as a gateway for customers to access knowledge quickly and efficiently.

Why do Businesses Need a Knowledge Base Software in their Business?

A knowledge base is more than just a repository of information; it’s a dynamic tool that empowers customers and employees alike. Statistics reveal that an overwhelming majority of customers prefer to use a self-service knowledge base to find answers to their questions rather than reaching out via phone or email.

This shift towards self-service is not just a trend but a reflection of the modern consumer’s preference for instant, accessible information. Let’s see the reasons in detail why your business needs a knowledge base; 

📌 Efficient Knowledge Management: A knowledge base centralizes and organizes company information, making it easier to manage and disseminate internal knowledge.

📌 Streamlined Access to Information: An online knowledge base provides instant access to information, reducing the time spent searching for answers.

📌 Improved Customer Self-Service: Customers can use an online knowledge base to get answers to their questions quickly, enhancing their experience and satisfaction.

📌 Reduction in Support Calls: Statistics show that a well-organized knowledge base can reduce the number of customer support calls by up to 5%, increasing efficiency.

📌 Boost in SEO and Online Visibility: By incorporating relevant keywords and FAQs, a knowledge base improves search functionality and website usability, attracting more traffic to the company’s website.

📌 Insights from Data Analytics: Knowledge-based analytics provide valuable insights into what customers are looking for and how they use the knowledge base, helping businesses improve their content and strategy.

📌 Competitive Advantage: Companies that create a knowledge base more interactive and easy to use are more likely to stand out in the market, as noted by sources like Harvard Business Review.

📌 Support for Remote and Global Teams: An internal knowledge base supports remote and global teams by providing access to consistent, up-to-date information regardless of location.

📌 Cost-Effective Customer Support: A self-service knowledge base can help reduce operational costs by minimizing the need for live customer support interactions.

📌 Adaptability to Customer Needs: Modern knowledge bases can be easily updated and adapted to meet the evolving needs of customers and the market.

📌 Support for External Knowledge Sharing: External knowledge bases provide a platform for sharing information with customers and partners, enhancing transparency and trust.

Conclusion: Create a great Knowledge Base that customers prefer to get their answers

In conclusion, the statistics and trends indicate that a knowledge base is not just a nice to have but a necessity for businesses aiming to thrive in the digital era. By leveraging the power of knowledge base statistics and investing in the right tools and strategies, companies can significantly enhance their customer experience and satisfaction.

You must provide the information they need and are looking for in your management system. Whenever any customers have any queries regarding your service or products, they tend to look and visit the company’s website first. It is important to create a knowledge base as a well-organised piece of information that customers can go through and get references from.

I am sure that you are now ready to build up the knowledge base for your company but through what? When you are finally convinced to build an effective knowledge base management system, can be the perfect to build and enhance self-service options for customers and visitors. Not only that but is has some unique ways to present a knowledge base through a live chat widget on your website and a different help desk portal in a way specially built for customers.

Frequently Asked Questions

A knowledge base is crucial because it empowers customers to find answers to their questions independently, without needing to contact customer support. This self-service capability improves customer satisfaction by providing instant access to information, reduces the volume of customer support calls by up to 5%, and meets the expectations of modern consumers who prefer quick and efficient solutions.

How Does a Knowledge Base Improve Customer Satisfaction?

An effective knowledge base should be intuitive, easily accessible on all devices, and organized for straightforward navigation. It must include a powerful search function with keyword optimization to help users find answers quickly. Regular updates and the inclusion of diverse content types, such as articles, videos, and infographics, are also essential. Personalization and feedback mechanisms to tailor content and improve based on user interactions further enhance its effectiveness.

Gaurav Nagani

Gaurav Nagani

As Founder & CEO of, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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