If your knowledge base was built years ago and hasn’t been touched since, it’s probably doing more harm than good. Here are five warning signs it’s time for a refresh.
1. High ticket volume about basic questions
If your support team is still answering questions that should be covered in your knowledge base, it means users aren’t finding the answers. Run a ticket audit to identify top topics and check if they’re actually in your KB — and if they’re easy to find.
2. Outdated screenshots or references
One of the fastest ways to lose trust is showing a user an interface that doesn’t exist anymore. If your screenshots are from a version two years ago, users will question the reliability of everything else.
3. Broken links
Internal links that 404, or links to external resources that no longer exist, create frustration. Run a link checker monthly.
4. Low search success rate
Most knowledge base platforms show you what users searched and whether they clicked anything. If “no results” or “zero clicks” are high, your content is either missing or poorly tagged.
5. Stale articles with no last‑updated date
If articles haven’t been touched in over a year, they’re likely out of date. Add last‑updated timestamps and schedule regular reviews.
Not sure where to start? We offer one‑time audits and ongoing maintenance plans to keep your knowledge base trustworthy and effective.