Done right, a knowledge base can do wonders for your business. For one, you’ll ramp up efficiencies: With decreased reliance on phone-based customer support, you’ll save valuable company resources and people-hours. You’ll also keep your user base happier since your customers can seek the answers they need at any time of the day, at a moment’s notice.

Done wrong, however, a knowledge base can wreak havoc on your business. Imagine your own personal frustrations in reading unhelpful articles, having roundabout conversations with automated or outsourced live chat representatives, or fumbling around trying to get a quick piece of information.

What’s the point of creating a knowledge base if you’re not empowering your customers? High-performing knowledge bases are win-wins for your business and your community. Here are the steps you need to take to create your knowledge base from scratch.