A great customer support team is crucial in building a stronger product, and knowledge management is key to its success. A strong knowledge base empowers customers with self-service support portals and in-product support, supports internal teams with consistent processes and access to information, and involves the support team in improving the customer experience. Organizations can build powerful knowledge bases that reduce costs through self-service options, more efficient support processes, and greater consistency, leading to increased customer satisfaction and revenue growth. To measure the effectiveness of customer support, it's essential to look at outcomes that tie to product strength, efficient processes, and job fulfillment, such as identifying and solving root causes behind recurring complaints, empowering customers with self-service options, and tracking employee happiness. By unifying silos of knowledge and integrating the knowledge base with other business systems, companies can create a seamless combination of self-service and live support, leading to improved customer experiences and increased revenue.