Investing in knowledge base software is one of the smartest moves an organisation can make — for both its employees and customers. But like any digital tool, its real value is only clear when you can measure it.
Whether you’re using a knowledge base to support internal knowledge sharing or to power customer self-service, understanding the return on investment (ROI) is crucial. In this guide, we’ll walk through how to calculate ROI from both perspectives.
Why Use Knowledge Base Software?
A knowledge base (KB) is a centralised library of articles, FAQs, how-tos, policies, and troubleshooting guides. It’s designed to make information accessible — whether for staff or customers.
Internally:
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Employees access company policies, IT instructions, SOPs, etc.
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HR and IT teams spend less time fielding repetitive queries
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New hires onboard faster with self-serve training content
Externally:
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Customers find answers without raising a ticket
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Support teams handle fewer basic queries
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CSAT scores improve thanks to quicker resolutions
What Does ROI Look Like?
Return on Investment (ROI) is a measure of the benefits gained relative to the cost of the investment. For knowledge base software, benefits come in the form of:
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Time savings
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Cost reductions (e.g. fewer support tickets)
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Faster onboarding and training
- Higher customer and employee satisfaction
PART 1: Measuring ROI for Internal Knowledge Sharing
Step 1: Identify Key Metrics
| Metric | What It Measures |
|---|---|
| Time saved searching for info | Reduction in average time employees spend finding information |
| Decrease in internal queries | Fewer questions sent to IT, HR, or managers |
| Onboarding time | Time new hires take to become productive |
| Employee satisfaction | Measured via surveys on access to resources |
Step 2: ROI Example
Let’s assume:
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Average employee salary = £35,000/year (~£17/hour)
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100 employees
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Each employee saves 20 minutes/week by using the KB
Time Saved Per Year:
20 minutes × 50 weeks = 1,000 minutes = 16.6 hours per employee
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16.6 hrs × £17/hr = £282 saved per employee/year
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£282 × 100 employees = £28,200/year saved
Add in Onboarding Improvements:
If onboarding time reduces by 1.5 days (~12 hours):
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12 hrs × £17/hr = £204 saved per new hire
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Hiring 30 people per year = £6,120 saved
Total Benefit:
£28,200 (time saved) + £6,120 (onboarding) = £34,320/year
Software Costs (Example):
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Annual software licence: £8,000
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Setup & training (one-off): £3,000 (split over 3 years = £1,000/year)
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Maintenance/content updates: £3,000/year
Total annual cost = £12,000
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PART 2: Measuring ROI for Customer Support
Step 1: Identify Key Metrics
| Metric | What It Measures |
|---|---|
| Ticket deflection rate | % of customer queries solved via self-service |
| Cost per support ticket | Average cost to resolve one support case |
| Average resolution time | Time saved by agents |
| CSAT | Customer satisfaction improvements |
Step 2: ROI Example
Let’s assume:
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Average cost per support ticket: £4–£7 (source: industry benchmarks)
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Monthly ticket volume: 3,000 tickets
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KB reduces tickets by 25% = 750 fewer tickets/month
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750 × 12 = 9,000 tickets avoided annually
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9,000 × £5.50 (average cost) = £49,500/year saved
Agent Time Saved:
Assume each deflected ticket saves 5 minutes of agent time:
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9,000 × 5 mins = 45,000 mins = 750 hours
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Agent wage: £25,000/year (~£12/hour)
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750 hrs × £12 = £9,000/year saved in time
Total Customer Support Benefit:
£49,500 (ticket savings) + £9,000 (time savings) = £58,500/year
Tips for Tracking ROI Over Time
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Use Built-in Analytics
Track searches, views, and article ratings. -
Survey Users
Get feedback from both staff and customers about ease of access and satisfaction. -
Monitor Support Metrics
See how your ticket volume, resolution time, and CSAT evolve after implementing a KB. -
Review Usage Regularly
Identify popular articles and gaps in content.
Using your ROI metrics beyond proving your investment
A well-managed knowledge base doesn’t just reduce support costs — it enhances efficiency, employee experience, and customer satisfaction. With the above cost estimates and metrics, it’s clear that the ROI can be significant when the software is effectively implemented and maintained. By taking a structured approach to measuring ROI, you’ll not only prove its value—you’ll also learn how to make it even more impactful.
Whether you’re aiming to scale support, empower employees, or preserve institutional knowledge, the numbers speak for themselves.
Thinking of implementing a knowledge base solution?
Start by measuring your current support and internal processes — and watch how a well-structured Knowledge Base transforms your organisation.
