B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
91%
91% -- customers willing to use online knowledge base for customers (2025)
91% of customers state they would use an online knowledge base if it were tailored to their needs.
- Conditioned on the knowledge base being tailored to customer needs
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
91%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Zendesk
Primary
Tier C
https://www.droxy.ai/blog/smart-knowledge-base ↗
Source Article
Top 13 Smart Knowledge Base Software Platforms - Droxy AI
Top 13 Smart Knowledge Base Software Platforms
Top 13 Smart Knowledge Base Software Platforms
Comparisons
17
When you build bots on the Best Chatbot Development Platform, the difference between a helpful bot and a frustrating one often comes down to the quality of its knowledge base. Scattered docum…
Original Research
Zendesk
· Original study ↗
Methodology
Zendesk report as cited by article
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers: 91% customers willing to use online knowledge base. Source: Zendesk (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-would-use-online-knowledge-base
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<blockquote cite="https://lighthousedata.io/data/customers-would-use-online-knowledge-base" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>91%</strong> -- customers willing to use online knowledge base for customers<br><small>Source: Zendesk (2025) · <a href="https://lighthousedata.io/data/customers-would-use-online-knowledge-base" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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