Posted On: January 21, 2021

How to strengthen internal communication using knowledge base

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Remember heavy folders?

How difficult was it to find a single piece of information from those piled up knowledge sources?

And organizations have an endless number of such folders. The only leap today in document management systems is, they are managing it in an online folder (Excel, Pdfs, google drive, etc.)

But my question remains the same! How quickly are your agents able to extract the actionable information?

Not to forget, how many times your customers are waiting on the other side of the call/chat/email to get the answer they are looking for?

What is a knowledge base?

A knowledge base is a centralized repository where you can store your existing information, create new information, organize it, and disseminate it across organizations.

Talking about an external knowledge base, a place where your customers can go to learn everything they’d ever need to know about a company’s products & processes.

On the other hand, an internal knowledge base is typically utilized as a way to improve your information dissemination allowing agents to collaborate and distribute all company knowledge internally.

Why knowledge base is important?

  • Over 70% of your customers expect to be helped either immediately or within 5 minutes.
  • Around 73% of customers prefer self-service.

Organizational data and information are everywhere and their volume increases rapidly every passing year. This information is creating silos and many companies are trying to build an intelligent information system for analysis and interpretation of these data silos.

Do you think a knowledge base is a perfect answer? Have a look at Best 8 Knowledge base examples in 2021

Benefits of customer service knowledge base

Organizations that adopt a knowledge-based approach to customer service can very quickly begin to reap the benefits of implementing a robust knowledge base:

  • Improved agent’s efficiency
  • Reduced OPEX
  • Increased customer trust and loyalty
  • Improved content quality and consistency

A great customer experience is crucial in today’s technologically connected customer-focused world. These operational improvements can elevate the customer experience (CX) with multifold impacts.

Agent’s productivity beyond customer happiness

Knowledge management solutions with machine learning capabilities are the perfect answer to everything. KM tools are aiding enterprises in their ability to track processes, workflows, documents, and data to monitor and improve how content is utilized in the enterprise.

The AI Backed knowledge management platform:

  • Help your service agent easily find and use relevant information
  • Get instant answers to a complex customer question
  • Improve real-time decision-making
  • Route customers to the right department
  • Accelerate response time
  • Integrate seamlessly with CRM systems

Consistency in information across all customer touchpoints

As going omnichannel is the need of the hour, contact centers use a one-stop knowledge base to support multiple channels.

This delivers accurate, consistent information for faster resolutions and frees up your agents to deal with the rest of customer queries, thus using agents efficiently without duplicating effort, call hold & transfer, or creating unnecessary costs.

Thus, using agents efficiently without duplicating effort, call hold & transfer, or creating unnecessary costs.

Consistency gives customers a sense of satisfaction as well.

They can get the information they want quickly, reducing uncertainty or misinterpretation.

Having your information maintained in a central knowledge repository at your contact center means that it’s been updated in one location, resulting in less complexity and minimizing the possibility of inaccuracies.

Customer self-service using knowledge base

Not all customer support queries require assistance from your support agents. Most of the questions customers ask are already addressed in your knowledge base in the form of FAQs. By empowering an AI-powered chatbot on your digital channels, both answer these FAQs and deflect them from landing into your agent’s inbox, resulting in agents addressing more complex issues.


Every piece of information you have today might represent hundreds of future customer questions answered, even without your agent’s help.

A knowledge base can make both your customer support team and customers happier. So, why don’t you adopt one?

Bonus – Steps to create a knowledge base Get Started


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