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…