Knowledge Base for Customer Support: Why Do You Need It?

Having a comprehensive knowledge base is not just for tech companies. Regardless of what industry you’re in, you can improve your customer service and public image by offering your staff and customers a comprehensive knowledge base.

If you’re in the dark about using a knowledge base for customer support, read on. We’re here to provide information on implementing a customer service knowledge base into your business strategy and why one can be a game-changer for your company. If you have any questions, reach out to the TeleDirect team; we’ve been helping companies reach their customer service goalposts for over 20 years.

What Is a Knowledge Base?

The term “knowledge base” refers to a concrete platform of information about a product or service. It is typically available online to both employees and consumers, though different groups may have varying levels of access. Knowledge bases can be artificial intelligence (AI)-generated or human-made and are a helpful tool for both staff and consumers to search for important information about every facet of a company. This might include demo videos created by a video creator, FAQs, or information on areas like billing or shipments. The Demo videos can be an effective way of demonstrating how a product or service works, and they can also help to troubleshoot common issues. With a knowledge base, both employees and customers have access to the same information, which can lead to better communication and a more positive overall experience.TikTok stories can also be used as a part of a company’s knowledge base to provide visual demos and tutorials for products or services.

Why Offer a Customer Service Knowledge Base?

Great customer service is the cornerstone of every successful company, regardless of what they sell or offer. By integrating a comprehensive staff with a client knowledge base, your company can provide better customer service and that can only lead to a better future for your business.

By incorporating a knowledge base into your business plan, you will see:

More Satisfied Customers

There are lots of people who simply hate talking on the phone, no matter how helpful the person on the other end of the line is. Even folks who don’t mind a phone call have busy lives and appreciate a quick-fix solution over a phone call.

By providing your customers and leads with the option to search for their own answers to more straightforward or generic questions, you create a more convenient and better customer service experience for them. In the case that they can’t find an answer, they can simply call your contact center for a more detailed conversation. Win-win.

More Efficient Employees

Your call center agents are customer service legends—and the more time and space they have to do their job, the better. A knowledge base helps your staff in two major ways.

1. Your staff can more easily access all the information they need to swiftly support your customers and leads when necessary.
2. By allowing clients to find straightforward answers themselves, your support team will spend less time answering general questions and more time finding solutions to issues, making reservations and handling more complex customer service needs.

More Brand Engagement and Awareness

When your customers have a straightforward, transparent experience with your business, they are more likely to return as well as spread the word. This leads to more brand awareness and a better reputation, which bring more customers in.

Can You Manage Call Volume Through Customer Service Knowledge Platforms?

If your call center is receiving an enormous volume of calls, a knowledge base is a great way to defuse this problem without ignoring any customer needs. However, in order to offer the best overall customer service to your clients and leads, you must also have an experienced and professional team of customer service representatives. They will be able to handle the more complex queries that won’t be accessible in even the most thorough knowledge base. We recommend outsourcing a call center service like TeleDirect.

How to Choose the Best Internal and Client Knowledge Base Service

The best way to choose a knowledge base for your company? It’s time to put yourself in the shoes of a lead and shop around! There are several dedicated knowledge base services out there. You can do your research by reading everything; information that companies publish about their services, case studies, internet reviews, forum threads—you name it! We also highly recommend speaking to other business owners about their experience with differing services. At the end of the day, you need to choose a service that works for your unique needs. Trust your instinct—if you’ve done the research, you know what’s best.

Is a Customer Knowledge Base the Only Way to Optimize Your Contact Center?

Not at all! While implementing a comprehensive customer service knowledge base will certainly improve your contact center, it’s not a one-stop fix. If your business (and clients) are begging for a customer service overhaul, a client knowledge base is a fantastic start. However, there are a few more important changes necessary to truly provide fantastic support to your customers and leads. We believe that the most important of these changes is in how you run your overall call center—and that’s why our advice is to outsource a dedicated one.

At TeleDirect, we’ve been providing first-class customer support and call center services to American businesses for more than 20 years. Whatever industry you may be in, we promise the best-possible communication and support to your leads and clients. Whether you need 24/7 live agent coverage, booking services or outbound callback specialists, TeleDirect can provide your customized solution. Call (800) 776-1081 to learn more. We can’t wait to learn about your business and help it grow.What is a knowledge base for customer support? Read our guide for tips on the benefits of implementing one at your business—it can change everything!