Customer Experience

How to Create a Customer Service Knowledge Base

A customer service knowledge base is an online library of frequently asked questions (FAQs), tutorials and guides that your customers and agents will appreciate. Today’s internet-savvy customers have no problem looking up a knowledge base on the company website to find answers to their queries themselves. In fact, 67% of customers prefer the self-service option over talking to an agent.

A customer support knowledge base enables agents to stay updated with the latest product information and respond effectively to customers’ questions and grievances. A customer service knowledge base is a valuable training tool to bring new agents to grips with information to share with customers who call in or raise a ticket.

Business benefits of a customer support knowledgebase

Short customer wait times: Customer service agents can handily refer to their company’s knowledge base to respond quickly and correctly every time. When tickets pile up or phone ring off the hook, a customer service knowledge base will enable swift resolution, ensuring that customers are happy and agents are not overwhelmed.

Consistent information: You want your agents to say the same things on a topic!

When customers receive different answers to similar queries or fail to grasp a product feature owing to discrepancies in agents’ descriptions, they fail to make an informed decision or lose trust in your ability to solve their problems. One can cost you a sale, while the other will make you appear unreliable.

Better customer service skills: Customer service agents learn most on the job.

A knowledgebase complements instructional training; it is always available to refer, empowering agents to stay updated with product information and understand customers’ evolving needs. You can facilitate customer service knowledge, skills and abilities efficiently, and ensure that all the information is in one place to absorb and share.

Improved FCR rate: “Every 1% increase in FCR is associated with a 1% improvement in customer satisfaction.”

–   SQM Group

First contact resolution (FCR) measures the percentage of customer inquiries resolved by agents in a single interaction or conversation. A comprehensive knowledge base enables agents to respond intelligently and solve customer issues the very first time they call in. It also boosts individual and team productivity by minimizing the need to transfer customers between agents.

Lower training costs: Reduce training intervention from managers.

A good customer knowledge base software organizes information in one place, offers standardized answers to share consistent information with customers, and keeps all agents up to date with the latest information.

It allows the creation of a more empowered training environment where accountability lies mostly with agents and optimizes training costs by removing the need for additional training resources.

An effective feedback loop: Involve everyone in the feedback process.

At the end of live chats, agents ask customers how helpful the solution was to them. Surveys and other mechanisms also solicit feedback about query resolution.

Customer knowledge base software can quickly incorporate gaps in knowledge indicated by feedback and initiate requests for the creation of new knowledge assets to plug those gaps. By ensuring a feedback loop, a customer knowledge base allows the company to maintain a robust and engaging customer support tool.

One step ahead of customers: Know what your customers are most likely to ask you.

Customer feedback, agent insights and internal assessment of customer service, when incorporated into the customer knowledge base software, can enable the company to anticipate customer needs.


Early identification of what customers are likely to learn about or a preponderance of certain types of inquiries or questions related to specific product attributes or categories, is helpful in creating appropriate knowledge resources.

Features of a customer knowledge base software

Your company’s knowledge base should be a comprehensive, user-friendly and searchable repository. Here is a look at some of the essential features of a knowledge base software.

A rich-text editor: Also known as what you see is what you get (WYSIWYG), a rich-text editor enables the creation of texts, images, charts, and allows a variety of formatting options to structure your content effectively.

If you want to embed images and include visual aids to convey information, a software solution with a rich-text editor is preferable to a plain text editor.

 A search function: Obviously, you need a searchable database of knowledge to access the information you seek quickly. A search box is essential to find guides, articles, and FAQs by key phrases. A drop-down menu that allows you to refine results is also a welcome addition.

Powerful search functionality is important with regards to user experience. Agents may feel discouraged to use a knowledge base that isn’t easy to search and wastes time unnecessarily.

Adequate storage space: Ideally, the customer knowledge base software you opt for should offer unlimited space for your training content, and charge you a fee for the number of users and portals.

A software solution that charges you for the amount of storage space you use may be expensive in the long run if you keep expanding your knowledge base with videos and images.

Simple back-end system: Customer knowledge base management should not drive you up the wall. An easy-to-use back-end dashboard is pivotal in adding, deleting and organizing tutorials, FAQs, guides, and articles seamlessly and quickly.

Analytics and reporting: Analytics functionality is helpful in gauging how users engage with different types of content. It offers insights into how you can improve your training material and create a more attractive customer support knowledge base.

Some features are nice-to-have, and should be considered if you seek a multi-lingual knowledge base or want customers to access pertinent information easily online via organic search.

Translation: Customer knowledge base software can host content in different languages for the benefit of agents and customers who may not be fluent in English.

SEO: Knowledge base software with SEO capability allows the addition of meta titles and tags to ensure your portal is found on Google and other major search engines. It will help your search engine rankings and drive more traffic to your knowledge base.

Conduct a comparison of different customer knowledge base software to learn what to expect and new features that maybe suited to your unique needs.

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