Knowledge Base Best Practices

The quality of your agent’s answers depends almost entirely on the quality of your Knowledge Base. Follow these practices to get the most out of it.

Cover the 80% of Questions First

Look at the questions your team answers by email or chat. The top 20 questions usually cover most visitor needs. Make sure every one of them is answered somewhere in your Knowledge Base — pricing, delivery, features, comparisons, and how to buy.

Write Self-Contained Answers

Visitors don’t read your whole site — they ask one question. Each piece of content should be understandable on its own. State the answer clearly, include numbers (prices, sizes, timelines), and avoid vague marketing language.

Avoid Duplicates and Conflicts

• Keep one page/file as the source of truth for pricing, one for delivery, etc.
• When prices change, update and reload the page, then retrain — stale prices are the #1 cause of wrong answers.
• Remove old versions of documents instead of keeping both.

Use the Analytics to Improve

Review the conversations in Chat Logs. If visitors keep asking about something not covered in your Knowledge Base, add that content — the agent instantly becomes more useful.

Keep an Eye on the Limits