How to Build and Maintain an Effective Knowledge Base
04/08/25 • 46 min
1 Listener
A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today!
Mentioned in this episode:
- The Supportive Podcast & Blog
- Help Scout - Creating a Customer Knowledge Base
- Help Scout - Best Customer Service Software in 2025
Support in Real Life: Tech Recommendations
Get in touch with Mat:
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!
A great knowledge base can make life easier for your customers and your support team—but where do you start? In this episode, we're joined by Mat Patterson from Help Scout to talk about building helpful, well-maintained articles that can actually eliminate repetitive support questions. Whether you’re a support team of one or leading a larger team, this episode is packed with practical advice you can put to work today!
Mentioned in this episode:
- The Supportive Podcast & Blog
- Help Scout - Creating a Customer Knowledge Base
- Help Scout - Best Customer Service Software in 2025
Support in Real Life: Tech Recommendations
Get in touch with Mat:
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!
Previous Episode
Communicating Effectively with Developers and Tech Support
1 RecommendationsWe're diving into the complex dynamics between customer support teams and developers. Buzzsprout Co-Founder, Tom Rossi, joins us to explain how strong communication between these groups significantly impacts product quality and customer experience.
In this episode, you’ll learn how strong communication between customer support and product development fosters better teamwork, ensuring support teams stay informed and confident when changes roll out. Discover strategies for improving collaboration, from setting clear expectations and sharing positive feedback to involving support in feature planning and aligning release schedules.
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!
Happy to Help | A Customer Support Podcast - How to Build and Maintain an Effective Knowledge Base
Transcript
Welcome to Happy to Help , a podcast about customer support from the people at Buzzsprout . I'm your host , Priscilla Brooke .
PriscillaIn this episode , we're joined by Mat Patterson to talk all about knowledge bases . We'll cover the importance of investing in your knowledge base and some tips for developing and maintaining one over time . Thanks
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