A Knowledge Base That Deflects 40% of Tickets
Read the article below
The best support interaction is the one that never happens
Every time a customer has to open a ticket to ask a question you've already answered a hundred times, you've failed twice: once when you didn't document it, and again when they had to wait for a response they could have found themselves.
The 80/20 of knowledge base articles
Pull your last 100 tickets and count how many relate to the same 10 questions. In most support operations, 80% of tickets come from 20% of questions. Your first 10 knowledge base articles should answer those 10 questions.
Writing articles that actually help
Use Proactiq's rich text editor to write articles with:
- A clear, search-friendly title — "How do I reset my password?" not "Password Issues"
- Numbered steps for how-to guides
- Screenshots or video links for complex workflows
- A "Did this help?" signal — track view counts to see which articles get the most traffic
Organising with categories
Go to Knowledge → Categories → New category and create top-level sections: Getting Started, Billing & Payments, Account Management, Technical Issues, Integrations. Articles filed under clear categories are 3x more likely to be found by customers self-serving.