Support channels

The best way to provide support is by giving users a way to find the answers to the issues they’re having. This type of support channel is called a knowledge base, and its goal is to become the source of truth (SOT) to all questions that users might have. However, there’s a fine balance between what you provide on a knowledge base and how much you invest in interactive support—where real people are involved. Lean too much on a knowledge base, and you lose a sense of what challenges users are having and oftentimes make them feel frustrated when they can’t find an answer tailored to their problems. Spend too little on a knowledge base, and you end up repeating the same answers to users who have similar issues.

The ideal scenario is a combination of a knowledge base with other support channels. Let’s first see how you can create and grow a productive knowledge base that helps users and also your own support team. The most basic knowledge...