The following document was drafted based on a request from a potential client to analyze the current state of their support site and suggest potential improvements.
Case Study: Defining Success, Consistent Optimization, and Measuring the Impact of Aircall’s Knowledge Base
Executive Summary: Aircall's Knowledge Base (KB) serves as a critical self-service channel designed to empower users, reduce support costs, and enhance customer experience. However, with over 900 articles managed by decentralized contributors, the KB faces challenges in content quality, findability, and scalability that hinder its ability to deliver consistent value. This case study presents a data-driven framework to transform Aircall's KB into a high-performing resource. By aligning KB performance with business goals and implementing the tactical plans outlined in this study, Aircall can create a self-service ecosystem that scales with growth while reducing support overhead.
Note: Throughout this study, certain assumptions have been made about internal Aircall processes and policies. These instances are noted in the text*.***
Study Structure
This analysis covers six key areas for improvement in Aircall's Knowledge Base:
Content Quality & Clarity
Content quality and clarity represent the most critical features of any KB. If content is unclear and unusable for readers seeking assistance, the KB fails at its most basic function.