We're not the only ones who noticed.
We didn't commission these. They're support and CX leaders saying publicly what everyone in the field already knows.
“Knowledge base upkeep is usually the first thing to get neglected, yet it drives the highest ROI for self-service.”
Dariia Leshchenko
Head of Customer Experience @ Reply.io
“AI can be incredibly useful, but it’s still dependent on the quality of the information it can access.”
Ann Indilicato
Learning & Knowledge Systems Specialist @ Centene Corporation
“Help center drafter is a big one! At every tech company I have ever worked for, having an updated knowledge base always fell to the bottom of the list. In my opinion, it is one of the most important priorities since it builds both internal and external knowledge, which feeds into self-service for your customers.”
Jonathan Rock
Senior Technical Support & Founder @ Rock Product Support Consulting LLC
“A customer asks for documentation. I could point them to the knowledge base — but it might be old information. So I go back to product, get the actual answer, and then the team still has to update the docs. Depending on bandwidth, that might not happen for days.”
Crystal Morgan
Customer Success Manager @ KNIME
