Customers are increasingly opting for self-service options like knowledge bases, help centers, and chatbots over human support, with 81% willing to try self-service before reaching out to a human being. A knowledge base is a powerful tool providing easy access to information, deep insight into products and services, and contextual information at the right time. It can replace phone service as the most commonly used communication channel, reducing costs for staffing and maintaining call centers or customer-facing teams. A knowledge base also serves as an excellent resource for employees, providing consistency across the organization, standardizing common definitions, and solidifying support solutions. By analyzing search data and page hits, a knowledge base can provide valuable insights into what customers want and need, improving products, support materials, and content. Additionally, it keeps information in a single repository, charting a company's growth and expansion over time.