{"id":1224,"date":"2025-06-25T11:30:00","date_gmt":"2025-06-25T11:30:00","guid":{"rendered":"http:\/\/www.buywyo.com\/?p=1224"},"modified":"2025-06-30T11:30:45","modified_gmt":"2025-06-30T11:30:45","slug":"how-to-perfect-the-search-function-of-your-knowledge-base","status":"publish","type":"post","link":"http:\/\/www.buywyo.com\/index.php\/2025\/06\/25\/how-to-perfect-the-search-function-of-your-knowledge-base\/","title":{"rendered":"How to perfect the search function of your knowledge base"},"content":{"rendered":"

Your company\u2019s <\/span>knowledge base<\/a> is the informational lifeblood of customer self-service and internal efficiency. You could have hundreds of <\/span>top-quality articles in your knowledge base<\/a>, but if your knowledge base isn\u2019t searchable? They might as well be invisible.<\/span><\/p>\n

I\u2019ve seen how knowledge base search functionality is the difference between a static, underutilized pile of help docs and an interactive self-service portal that meets customer needs and lightens the load on support teams.\"\u2192<\/a><\/p>\n

In this post, I\u2019ll break down seven best practices for creating a searchable knowledge base that delivers relevant, easy-to-find answers for your customers and your team.<\/p>\n

<\/a> <\/p>\n

<\/strong><\/p>\n

1. Use keywords in your titles and page copy.<\/strong><\/h3>\n

I like to say that optimizing your knowledge base for search is just like tuning up your website\u2019s SEO.<\/p>\n

When crafting an article in your knowledge base software<\/a>, think about the keywords that best summarize its core topic. I like to consider the phrases your customers would use when searching for help on a specific subject, and intentionally weave them into the title and copy of your post.<\/p>\n

Want an example? Just scroll up. In the intro to this post, I used phrases like \u201csearchable knowledge base\u201d<\/em> and \u201cknowledge base search.\u201d<\/em> That was no accident. Using consistent, descriptive keywords optimizes your help docs so they show up reliably when people search for those terms (and similar ones).<\/p>\n

Pro tip<\/strong>: Add your primary keywords to the alt text of any images in your article. Search engines index that alt text, giving your content an extra search boost, even if users never see it (unless they inspect\u2026 see below).<\/p>\n

\"add<\/p>\n

2. Leverage long-tail keywords.<\/strong><\/h3>\n

Long-tail keywords are specific phrases, often composed of multiple words or even entire sentences. They are searched less frequently than broad keywords but deliver better matches by aligning your knowledge base content with precisely what people are looking for.<\/p>\n

Incorporate long-tail keywords in your content to ensure that the right articles surface at the right time.<\/p>\n

Pro tip<\/strong>: Analyze your support tickets and chatbot conversations to discover long-tail keywords. Use these insights to identify the phrases customers use when seeking help on specific topics, and incorporate them into your content.<\/p>\n

3. Improve the visibility of your search bar.<\/strong><\/h3>\n

\"hubspot<\/p>\n

Don\u2019t be shy \u2014 display your knowledge base search bar front and center. If your search bar is too small or tucked away in a corner, customers are likely to miss it and assume your knowledge base isn\u2019t searchable.<\/p>\n

Pro tip<\/strong>: Make your search bar big, bold, and inviting. I like how HubSpot\u2019s search bar is prominently placed at the top of the page with a clear CTA: \u201cSearch the Knowledge Base.\u201d<\/p>\n

4. Optimize for mobile users.<\/strong><\/h3>\n

\"hubspot<\/p>\n

Mobile devices account for over 60% of global web traffic<\/a>. It\u2019s safe to assume users will visit your knowledge base from their phones, and I know it\u2019s critical to create a mobile-friendly experience for them.<\/p>\n

If your knowledge base isn\u2019t fully responsive and your search bar isn\u2019t easy to tap on mobile, you risk heightened customer frustration, higher support ticket volume, and ultimately, lost revenue.<\/p>\n

Pro tip<\/strong>: Test your knowledge base on your phone to ensure maximum compatibility. Curious about how your knowledge base search works on other mobile devices? You can preview multiple screen sizes and device types using your browser’s developer tools<\/a>.<\/p>\n

5. Connect related pages with topic clusters.<\/strong><\/h3>\n

A topic cluster is a group of related articles connected through internal links. Instead of relying solely on knowledge base search, users can navigate between related articles, provided they are connected via topic clusters.<\/p>\n

\"knowledge<\/p>\n

For example, HubSpot\u2019s Knowledge Base<\/a> has dozens of articles on the \u201cknowledge base\u201d topic (meta, I know). Luckily, every article is linked together via a topic cluster for the term \u201cknowledge base,\u201d which you\u2019ll find at the end of this post.<\/p>\n

\"topic<\/p>\n

Here\u2019s a screenshot in case you don\u2019t make it that far. As you can see, there is a Topics <\/em>tag with a clickable link that compiles every article on the subject.<\/p>\n

I find that using topic clusters helps customers find what they need more quickly by enhancing the relevance of your search results.<\/p>\n

Pro tip<\/strong>: For further improved internal linking, include a \u201crelated articles\u201d section at the end of each post that displays 3-5 closely connected articles.<\/p>\n

6. Format articles for skimmability.<\/strong><\/h3>\n

Even if your knowledge base is perfectly optimized for search with keyword-rich articles and a big, bold search bar, poorly formatted posts can still drive customers away and toward your phone lines.<\/p>\n

I can\u2019t remember the last time I read something thoroughly online. Everyone skims these days. I search for what I want, click on a seemingly related article, and scan until I find the section or paragraph that answers my specific question. If you think about it, skimming is like the modern human brain\u2019s search functionality, quickly parsing through content to find what matters.<\/p>\n

Make your knowledge base articles skim-friendly by doing the following:<\/strong><\/p>\n