A well‑structured knowledge base is the difference between a user finding an answer in 10 seconds or abandoning your site. Here’s how to get it right.
1. Start with user intent
Before writing a single article, analyse what your users actually search for. Look at support tickets, chat logs, and search queries. Group questions into categories (e.g., "billing", "setup", "troubleshooting").
2. Create a logical taxonomy
Your categories should mirror how users think, not your internal org chart. Use simple, jargon‑free names. Aim for 5–7 top‑level categories, each with sub‑sections if needed.
3. Write for scanning
Most users scan, not read. Use short paragraphs, bullet points, and clear headings. Put the most important information first — don’t bury the solution.
4. Use search optimisation
Make sure your search bar returns relevant results. Tag articles with synonyms, use meta descriptions, and regularly review search analytics to see what’s not being found.
5. Keep it fresh
Schedule regular content audits. Outdated information erodes trust. Our maintenance plans include monthly reviews and updates.
Want to see your current knowledge base perform better? We can audit and restructure it in under two weeks.