My clients have never touched the knowledgebase. But being a good web host means you don't take shortcuts so I suggest you have one.

Good and up to date knowledgebase is always good idea - not only for your customers, its hard to memorize everything, or if your support team are not made from einstenins, and good thing is to keep your answers/solutions for clients somewhere - why not in knowledgebase?

Hi!
Yes..it is very important. First..many possible customers will look at a knowledgebase as a plus when selecting a new host. I think it really helps conversions just like a active forum does. Also..a good knowledgebase allows your customers to help themselves to answer many questions..and not have to file tickets.

Yes..it is very important.

>>>I should point out it needs to be easy to use..or no one will use it.

Bryon

It is best you have knowledge on it. That would keep you from more support issues actually.

I'd second that - live chat support use it as much as the customers

It can help but many clients do in fact rather ask the host a question that solving the problem themselves.

Totally agree!! "the knowledge base is a must have". Our clients use it very much.

Hi,

Yes, I will suggest you to keep a very good knowledgebase on your site including some needed information.

This is a sign of one good hosting provider.

It did surprise me at first but a lot of our customers will check our knowledge base before submitting a ticket. I think it’s very important to have a knowledge base especially as you get bigger. Even if you have 5 articles it’s much better than an empty knowledge base (I see this on many sites).

A good kb is very valuable to any buisness, I have recently just started making a video one, my customers are starting to really like it

A video knowledge base is a great idea. Are you making them in the format of flash tutorials or actual video?

How do you intend to utilize and integrate them on your website?

I have to agree. Knowledgebase has become an important part to our daily business. My support team uses it all the time.

Knowledge base is required when you have a large number of customer and less people in support team.

Yes, you need a knowledge base, customers use them. In addition, it lowers your customer service costs. It is also a great pre-sale tool.

It's probably better for your support people to update content, but include a form for customers to open tickets or leave feedback about knowledge base content.

You'll also want to train your support team to provide a response then point to the knowledge base for more information -- rather than, point to the knowledge base for an answer. The later irritates customers.

Sincerely,

Justin

Oh yes, it is a great idea.
We currently took all our articles off as we will be adding Video Tutorials. Trust me, you do get less support ticket's when you have a KB.