The Owlery: KnowledgeOwl's Blog
We write helpful content for your knowledge management, customer support, and technical writing journey. Service knowledge management is what we do best.
Tools
CCMS or knowledge base software? How to tell which one you actually need.
Aug 13, 2026
CCMS or knowledge base? Learn the real architectural difference between the two, where they overlap, and how to pick the right one for your docs.
By
Erica Beyea
Writing docs
Your support queue is a documentation audit. Here's how to read it.
Aug 5, 2026
Learn how to mine support tickets for documentation gaps and build a feedback loop between support and docs that reduces ticket volume.
By
Bala Priya C
Support
Why utility companies need a good knowledge base
Jul 13, 2026
A good knowledge base helps utility companies cut call volume, speed up employee training, and stay audit-ready for compliance.
By
Erica Beyea
Writing docs
Documentarians in a self-service-first world
Jun 5, 2026
Will technical writers still matter when AI generates docs and answers customer questions? Yes. Here's how documentarians stay essential by partnering with support teams and writing for AI.
By
Mathew Patterson
Writing docs
The complete guide to knowledge base SEO and AI discoverability
May 29, 2026
Your docs are already working hard, Here's how to make sure Google and AI tools can find them. Traditional KB SEO best practices plus GEO and AEO, in one place.
By
KnowledgeOwl Team
How teams are using KnowledgeOwl
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