Lesson 5: Creating a Great Customer Experience

Kyrie Melnyck Updated by Kyrie Melnyck

Providing a great customer experience has so many benefits! It keeps your customers happy so that they're more likely to recommend your product or service to their friends and it helps your business grow 🚀#win-win


  • Knowledge Bases are important for creating a great customer experience. A large number of customers choose to find the answer on their own first before finding other ways to get information (contacting your team etc.)
  • Keep your Knowledge Base simple and easy to navigate
  • Give your customers what they want and make sure your content is customer focused
  • Assume nothing! Avoid using jargon or terms that your customers may not understand
  • Embody your brand and let your uniqueness shine through



You want to create a great customer experience using your Knowledge Base but why is customer experience so important? Well, 37% of consumers say they would use a self service and 75% say that they would use online support if it were available. A staggering 91% say they would use a Knowledge Base if it were available and tailored to their needs.


So aside from throwing all these numbers at you, customers are looking for ways to help themselves and a Knowledge Base is a great way to do that. Not only that, by providing a great customer experience, it increases the chances that your customers will go tell their friends and family and people they know about your product or service, and a great word of mouth travels a long way!


There were a couple of things that you'll want to keep in mind when you're creating a great customer experience with your Knowledge Base. Number one is to keep it simple. Make sure that your Knowledge Base is easy to access. Make sure that it's easy to find answers and make sure that it's easy to understand.


A good way to look at this is to try to create your articles and documents like you're explaining it to a five-year-old. This allows you to create content that's accessible to all of your customers and make it simple for them to digest.


Next up, you're going to want to give your customers what they want, and this requires you to do some research. You're going to need to understand what terms your customers will search for. How they're going to find information on your Knowledge Base. You really need to dig deep into the minds of your customers to help them navigate and make it easy for them to find what they're looking for. A way to do this is by creating an organized Knowledge Base.


Make sure that your categories and your search terms are intuitive. You can also keep your document formats very similar. So if there's a standardized way that you go through an article, that'll make it easier for your customers to get used to knowing where things are within your Knowledge Base.


Assume nothing. Assume your customers know nothing about you or your product. This allows you to simplify the content and make it easy to understand. So definitely avoid using jargon or any acronyms or terms that you would use within your company that maybe someone from the outside wouldn't quite understand.


And make it readable. Make sure you're not using too many words in a document that it's not really, really long. If it is long, break it up with a table of contents if you can. If you use videos or screenshots in your articles, that's really helpful for both auditory and visual learners and allows your documents to be way more accessible to your customers online.


Lastly, you'll want to make sure that you embody your brand. Make sure you're Knowledge Base sounds like you. You can use your brand colors and your words to help your customers associate your Knowledge Base with your brand. Another good idea is to use videos from your support team for longer processes so that they can see the face behind the company and it really helps them feel connected to you.


And those are just some of the ways that you can create a great customer experience using your Knowledge Base. This really helps your brand stand out, lets your customers find what they're looking for and helps them feel connected to you.

How did we do?

Lesson 4: ​Growing With Your Knowledge Base 🌱

Lesson 6: Getting Your Knowledge Base Started