The State of Knowledge Base Traffic: How Users Are Finding Help Articles in 2025

Is your knowledge base performing at its best? Should you be adjusting your strategy, especially with the rise of AI reshaping how users interact with self-service support?

For most companies, the knowledge base is the first line of customer support—but do you know how customers are actually finding your help articles? Are you maximizing organic search, direct visits, and referrals to drive self-service engagement?

This 39-page page report of goodness will help you find the answers.

What’s Inside the Report?

📊 Exclusive traffic insights – See how knowledge base traffic is distributed across organic search, direct visits, referrals, and internal search, and how you can optimize each channel.

📈 Key Traffic Trends – Learn how seasonality, search optimization, and AI-driven knowledge management influence your KB’s success.

🔍 Actionable Insights – Strategies to boost SEO performance, increase referral traffic, and improve internal search success rates.

🚀 Self-Service Optimization – Reduce ticket volume and enhance customer experience with AI-powered knowledge base strategies and best practices from industry leaders.

Who Should Read This?

🎫 Customer Support Leaders – Optimize self-service, implement AI-driven ticket deflection, and reduce support costs.
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🛠️ Product & CX Teams – Improve knowledge base usability, engagement, and accessibility for users.
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📢 Marketing & SEO Specialists – Enhance organic reach, optimize content for search engines, and drive referral traffic.