What is a Knowledge Base?
A knowledge base is a centralized collection of information that stores, organizes, and retrieves knowledge. In customer support, it serves as the foundation for self-service help and AI-powered assistance.Types of Knowledge Bases
•External — Customer-facing help centers and FAQ pages
•Internal — Employee wikis and documentation
•AI-powered — Content indexed for chatbot retrieval (like SiteSupport)
Building an Effective Knowledge Base
1.Organize by topic — Use clear categories and tags
2.Write clearly — Use simple language and short paragraphs
3.Keep updated — Regular content reviews and updates
4.Include visuals — Screenshots, diagrams, and videos
5.Measure usage — Track which articles are most helpful
Knowledge Base + AI Chatbot
With SiteSupport, your entire website becomes your knowledge base. The system:•Crawls all your pages automatically
•Processes and indexes the content
•Uses it to answer visitor questions in real-time
•Updates when you re-crawl your site