Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout.

In this month’s The Supportive, we’ll trace knowledge bases from Ancient Egypt through to modern times, and review HelpU’s September content.


Your knowledge base isn’t just helpful for customers, it’s also useful for your staff . A well-structured, clearly written, and cleanly designed knowledge base helps customers help themselves, acts as a learning tool for new staff, and can even be a source for machine learning.

The time and energy spent creating help documents is lost if those documents are hard to find or hard to read. All this month on HelpU, we’re giving you actionable advice on knowledge base software design.

Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.