Knowledge base integrations

Knowledge base integrations is the implementation and integration of a customer knowledge base (a help center): we connect a platform (Zendesk Guide, Document360, HelpDocs, Intercom Articles or your own stack), embed search and articles right into the site and the support widget, and link it to the ticket system so that ready answers are offered to the client before they reach out. We set up the section structure, search, article templates, permissions and analytics — which articles are read and what is not found. The point is for the client to solve routine questions themselves, while support deals with the complex rather than answering the same thing for the hundredth time. Importantly and honestly: a knowledge base reduces the load on support only if the articles actually answer the questions and are kept up to date. An empty or outdated help center does not help but annoys: the client did not find an answer and writes anyway, now also annoyed. So half the job is not the platform but the articles themselves and the process of updating them; we will set up the platform and search, but the content and its upkeep is work that someone on the team has to do. We will say so honestly. Unlike an internal knowledge base (see the “Internal knowledge base” service), which is for your team, this one is for clients: public, with a different tone and a focus on self-service. And it works in a pair with support (see the “Helpdesk integrations” service): a good base reduces the flow of requests that a helpdesk simply organizes. Also honestly about scope: if you have a couple of typical questions, a FAQ block on the site is sometimes enough rather than a separate help center — we will say so plainly. A full knowledge base is justified when there are many questions, the product is complex and the support flow is growing. Picture this: ideally a client types a question into the search on the site, immediately finds an article with the answer and screenshots — and does not write to support at all. The base price starts from 45,000 ₽: typically this is the platform, structure, embedding and help with 5-10 starting articles; complex or multilingual bases are estimated separately. It depends on the platform, the volume of articles and the depth of integration.

• Support answers the same questions a hundred times over — time goes into routine.
• Clients do not find answers on the site and write even about simple questions.
• Articles and instructions are scattered or outdated — they are not trusted.
• It is unclear what exactly clients are searching for and not finding.

• Connecting a knowledge base platform (Zendesk Guide / Document360 / HelpDocs, etc.)
• A section and category structure for your products and questions
• Embedding search and articles into the site and the support widget
• A link to the ticket system: answers before a request
• Article templates and a convenient editor for the team
• Analytics: what is searched, read and not found
• Access permissions and a process for keeping content current
• Documentation and (by agreement) support

• Clients solve routine questions themselves — less flow into support
• Support deals with the complex rather than repeating the same thing
• Answers are found in a minute right on the site and in the chat
• It is visible what clients are missing — the base grows from real queries

• We work through frequent questions, the product and where clients get stuck
• We set up the platform, structure, search, embedding and the link to support
• We help with the first articles, set up the update process, and launch

• Will a knowledge base really take load off support?

  Yes, but only if the articles actually answer the questions and are kept up to date. An empty or outdated help center does not reduce the load but annoys: the client did not find an answer and writes anyway. So half the job is the articles themselves and the process of updating them, not just the platform. We will set up the platform, search and embedding and help with the first articles, but maintaining the content further has to be done by your team — we honestly warn about this.

• How is this different from an internal knowledge base?

  An internal knowledge base (see the “Internal knowledge base” service) is for your team: policies, processes, onboarding. This one is for clients: a public help center with instructions and answers to frequent questions, a different tone and a focus on self-service. Often you need both, but these are different tasks and different audiences.

• Do we definitely need a separate help center?

  Not always. If you have a couple of typical questions, a FAQ block on the site is sometimes enough — a separate knowledge base would be excessive, and we will say so. A full help center is justified when there are many questions, the product is complex, and the support flow is growing. Then self-service really saves time for both clients and the team.