Jordan Reyes

Contributing Writer, Knowledge Base & Self-Service

Jordan writes about knowledge management and self-service support, drawing on a background in technical documentation to cover how teams structure, maintain, and measure a knowledge base.

Knowledge base strategySelf-service supportTechnical documentationKnowledge base SEO

Published work

GuideHow to Build a Self-Service Help Center
A practical, step-by-step process for building a help center that actually deflects support tickets, not just one that exists.
GuideWhat Is Knowledge Base Software? A Complete Guide
A plain-language guide to what knowledge base software does, how it differs from a wiki or help desk, and who actually uses it.
Best ofBest Knowledge Base Software in 2026
Three knowledge base options worth considering in 2026 — two dedicated platforms and one built-in option if you're already using a help desk suite.
GuideHow to Measure Knowledge Base Effectiveness
A knowledge base full of articles isn't the same as a knowledge base that works. Here's how to measure whether your help content is actually helping.
GuideKnowledge Base vs. FAQ Page: What's the Difference?
An FAQ page and a knowledge base both answer common questions, but they scale very differently. Here's when a simple FAQ page stops being enough.
GuideKnowledge Base SEO: How to Get Help Articles Ranking
Help articles can bring in organic traffic long before someone becomes a support ticket. Here's how to make knowledge base content findable in search.
GuideHow to Structure a Knowledge Base for Self-Service Support
A knowledge base only reduces tickets if customers can actually find answers. Here's how to structure categories, articles, and navigation that people use.
GuideInternal vs. External Knowledge Base: What's the Difference?
Internal and external knowledge bases serve different audiences and need different structures, permissions, and tone. Here's how to tell them apart.
GuideWhat Is a Knowledge Base? A Complete Guide
A knowledge base is a self-service library of help content. Here's what belongs in one, who maintains it, and how it fits alongside live support.