What Should I Know About Customer Support in 2025?

Ungated: Top-Performing Knowledge Bases Are Public and Searchable

Over the past two years, around 70% of the highest-performing knowledge bases have been fully public and searchable. Open access KBs now show a 10% higher resolution rate compared to those gated by login or form walls.

Personalized: Content Is Segmented by Product, Persona, and Use Case

There's been a 3.8x increase in teams using segmented help content. Whether it's by product line, customer type, or onboarding journey, segmentation has become the top strategy for reducing Tier 1 ticket volume.

Supabase’s team, for example, uploaded 3 months of support tickets into InstantDocs and received over 60 polished help articles ready to publish. Their support team saved days of writing and significantly increased deflection.

We uploaded 3 months of tickets and got over 60 articles, fully formatted and ready to publish. It’s the fastest way we’ve ever built help docs.

- Alex Yuen, Head of Support at Supabase

How Does Help Documentation Compare to Last Year?

According to a scan of 5,000 public help centers and survey responses from 300 InstantDocs users, AI-generated documentation is now mainstream.

• 34.6% more SaaS companies now use “how-to” videos in their knowledge base
• Teams report a 2.5x increase in publishing speed compared to traditional writing workflows
• The most successful documentation setups integrate screen recordings, AI-powered article generation, and a modern knowledge base in one system

KamiApp and Plato have both seen measurable business results by investing in AI documentation and demo-led onboarding.

Our Demo Arena has generated $1M in pipeline. $100K of that is closed-won. Demo-to-opp conversion is 3x higher than isolated product pages.

- Maya Lin, CX Lead at KamiApp

Our Demo Arena has generated $1M in pipeline. $100K of that is closed-won. Demo-to-opp conversion is 3x higher than isolated product pages.

- James Lee, Operations at Plato

Sources

1. Salesforce's AI usage and ticket resolution improvements
2. Klarna's AI impact on support and profits
3. AI and knowledge base usage trends
4. Trends in customer service segmentation
5. Use of screen recordings in SaaS onboarding
6. Generative AI in customer support