In addition, outside the customer support org, use any reasonable opportunity in the customers’ journey to let them know about the help available: welcome emails, onboarding emails or customer success communication.
Last but not least you need to build and enhance customers’ trust in the help articles available. Think about it this way:
every time a customer successfully gets a resolution from an article will act as a positive reinforcement towards changing his default behaviour (creating a ticket).
Next time, the same customer will be more likely to look for help in the knowledge base first.
To earn customer’s trust, the help content needs to be clear, complete and up to date. This article
explains how to use data analytics to grow and improve your help center.