Knowledge Base for Support Agents: Empower Faster, Smarter Customer Support

Support agents often struggle to follow every SOP and still keep customers happy. It’s not easy to give the right answers quickly, especially when the information is scattered or outdated. This can affect both agent performance and customer satisfaction.

A knowledge base for support agents helps solve this problem. It gives agents easy access to the right information at the right time, making their job easier and improving the overall customer experience.

In this blog, you’ll find out how you can increase CSAT using a knowledge base.

What is a knowledge base?

A knowledge base contains all data or information stored on a single platform called a knowledge management platform. The knowledge management platform enables access to the knowledge base of different files. A knowledge base is beneficial to customer satisfaction in many ways. Let us look at a few benefits of KM for CSAT.

4 Outputs that can help increase CSAT

1. Single source of truth

With a knowledge base software, any contact center employee can access information from anywhere as long as they have access to the data. All content that is seen on any touchpoint from the systems in the store to the self-service on devices is consistent and reflects just one single answer to the particular question.

A single source of truth makes customers find consistent information without confusion on the website when wandering on their own. If a customer happens to contact the contact center or a call center agent has all information on one platform, answers to various queries are present. Quickly finding information without delay wastes neither the customer’s time nor agents. It reflects that you value time a lot as an organization.

2. Interactive call handling methods

A knowledge base does not just have boring files of comprehensive information.  Content on a knowledge base platform can be stored in various formats. A part of knowledge management software like Knowmax involves features like decision trees. It is a uniquely interactive method to solve customer problems.

For example, A decision tree (a graphical tree that helps get to the following best action) can be deployed in a chatbot. Our knowledge base platform can be integrated with the chatbot making the customer feel like they are talking to a real agent.

3. Solution in the preferred language

For a customer to communicate in a foreign language makes things lost in translation. It is crucial to understand the customer and the problem they have clearly before proceeding to the solution.

Knowmax’s knowledge base platform has multilingual options. The customer can seek solutions in the language they prefer with this feature of the knowledge base. Speaking or communicating with the customer in their preferred language helps resolve the problem and increases customer satisfaction.

4. First contact resolution

Customers do not prefer switching to different modes of communication or put through additional call transfers for a resolution. With knowledge management, you have all your information on a single platform. A knowledge base for support agents aims to break data silos that cause a delay in providing answers.

With data silos broken through access to the knowledge base through knowledge management software, answer your customers the first time they call or contact you and close the complaint. Resolving problems, the first-time customer calls increase CSAT.

Case Study: 60% CSAT increase using Knowmax

One of our case studies includes the integration of Knowmax’s knowledge base for a delivery company. The well-known delivery company faced the following problems:

• Dropping of SOPs due to difficulty adhering to SOPs.
• High handle time increases support costs.
• Agents did not have a single source of truth to refer to.
• Simple errors lead to a decrease in customer satisfaction (CSAT).

Boosting CSAT with Knowmax: Trusted by Support Teams

What was Knowmax’s solution to these problems?

The solution to the problems stated above that Knowmax came up with is

• Decision trees that helped agents adhere to SOPs.
• Intelligent tagging in documents that reduced error.
• AI-powered knowledge base integrated into the CRM.
• Deployment of visual guides and intuitive knowledge.

How did deploying the AI knowledge base help?

Having an AI knowledge base for support agents has helped the company improve a lot of factors, including CSAT.

Take a look at what they achieved through a AI knowledge base like Knowmax.

1. After implementing Knowmax, the delivery company has overcome the problems stated above with fruitful results.
2. There has been a 59% reduction in AHT.
3. Agent error was reduced by 48%.
4. CSAT improved by 60%

Conclusion 

A well-structured knowledge base, powered by an AI knowledge management system, helps support agents deliver accurate answers faster, ultimately boosting customer satisfaction. It’s a simple yet powerful solution to many support challenges.

But real impact comes only when your knowledge base is smart, adaptable, and built for your customer service environment.