KNOWLEDGE BASE MANAGEMENT AS-A-SERVICE

Let HelpSquad create, manage, and optimize your Knowledge Base so you can offer the best self-help possible to your employees and customers. Be the first to experience this one-of-a-kind service with our beta trial launching in 2023.

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According to Forrester research, 70% of customers prefer to use a company’s website to get answers on their own.

Let HelpSquad Build A Knowledge Base Your Team And Your Customers Will Love

Did you know that by offering a searchable Knowledge Base to your employees and customers, you could save 50-80% on customer support costs? That’s a significant reduction, yet there’s currently no tool or AI capable of independently creating and maintaining an effective, up-to-date Knowledge Base for your business.

 

To keep a Knowledge Base accurate and useful, you need dedicated employees with a rare combination of skills:

 

  • In-depth knowledge of your product or service
  • Intimate familiarity with your product’s pipelines and life cycles
  • Excellent communication skills to convey information clearly
  • Superior technical writing ability to make complex details accessible

Sounds like a unicorn? Because it is. This is why so many businesses ultimately give up on Knowledge Base upkeep.

 

But it’s time to rethink Knowledge Base management with HelpSquad! We bring the expertise, structure, and support you need to keep your Knowledge Base a valuable, living resource for both employees and customers. Connect with us to learn how we can make Knowledge Base management easier than ever.

How We Make Knowledge Base Magic Happen

Getting started with HelpSquad’s Knowledge Base service is straightforward and highly customizable to your business:

 

  • Gather & Share Content: Start by providing any existing materials, such as:
    • Customer conversation transcripts (from chat, voice, and social media)
    • Existing Knowledge Base articles, FAQs, or product documentation
    • Internal training guides and onboarding materials
  • Customized Structure: HelpSquad’s team will take time to understand your business thoroughly and propose an architecture for your Knowledge Base that suits your unique needs and supports streamlined information access.
  • Content Development: We’ll create diverse, impactful content, including:
    • Detailed articles, step-by-step guides, and troubleshooting resources
    • Engaging videos for visual learners and complex topics
    • Content optimized for sharing across social media channels
  • Ongoing Optimization: Our service doesn’t end with initial setup. We’ll regularly analyze customer interactions, updating and refining content to ensure your Knowledge Base stays relevant and continues meeting evolving customer expectations.

 

By partnering with HelpSquad, your Knowledge Base will become an actively managed, powerful resource designed to enhance customer support and engagement. Fill out the form below to get started on building a Knowledge Base system tailored for success.

Learn More About Knowledge Base Management As-A-Service (KaaS)

With rich conversational data from clients, we now offer a way to transform this information into a custom Knowledge Base (KB) that brings significant benefits to your business. An up-to-date, well-managed KB enhances the customer experience by acting as a reliable, 24/7 resource, increasing customer satisfaction and building trust.

By redirecting costly, time-consuming support inquiries to a streamlined KB, customers have fast access to answers for common questions, allowing them to resolve issues with ease. Beyond customer support, a KB also serves as an invaluable training tool and reference point for employees, keeping your team informed and well-prepared.

Our Knowledge Base management service has officially launched in beta! Connect with one of our friendly team members today to explore how this innovative service can elevate your business, creating smoother support interactions and empowering both customers and employees alike.

"It’s a never ending struggle to deliver captivating customer service. When we're buried in phone calls, support tickets and live chats, and finding ourselves answering the same questions again and again. HelpSquad helped us by taking over the management of our knowledge base! Our live support volumes are down by 40%, our handling and wait times are down 70%."

– Satisfied HelpSquad Client

You’ve got questions? We’ve got answers.

Our friendly chat support agents are here to answer your questions. HelpSquad BPO has omnichannel support solutions for businesses of any size, helping businesses outsource chat, email, SMS/Texting, phone, social media customer support as well as knowledge base management, and we’re committed to helping you find the right plan to meet your needs. Fill out the form on the right, and one of our team members will be in touch shortly!

Knowledge Base As A Service FAQ

What is Knowledge Base Management as-a-Service (KaaS)?

HelpSquad’s KaaS is a full-service solution where HelpSquad creates, manages, and optimizes your Knowledge Base. This provides quality self-help resources for customers and employees, reducing support costs and enhancing the user experience.

Can HelpSquad provide the knowledge base software?

HelpSquad focuses on managing, optimizing, and enhancing your Knowledge Base. We can work with your existing Knowledge Base platform or implement HelpSquad Knowledge Base software through our partner. Our team ensures that your Knowledge Base is structured and maintained to deliver the best results, regardless of the platform you use. If you don’t currently have a Knowledge Base setup, we can guide you on choosing the best software for your needs and provide end-to-end management services.

Can AI use my knowledge base to answer questions?

Yes, HelpSquad can use your knowledge base to enable AI systems to answer common customer queries effectively. By integrating HelpSquad’s Hue AI chatbot, your Knowledge Base becomes a powerful self-help resource, providing instant, accurate responses to frequently asked questions. AI is most effective when your Knowledge Base is consistently updated and well-organized—services that HelpSquad specializes in providing. HelpSquad can assist building your knowledge base and AI so they work perfectly together.

How can HelpSquad improve my company's knowledge base?

HelpSquad builds and keeps your Knowledge Base up-to-date by analyzing customer interactions to identify new topics and working with your experts to improve content quality. This creates relevant, searchable content, helping users find answers quickly.

What types of content do I need to provide to get started?

To begin, HelpSquad needs access to resources like chat and call transcripts, existing Knowledge Base articles, product materials, and training documents to build a customized Knowledge Base.

How does HelpSquad ensure my knowledge base remains up-to-date?

HelpSquad regularly reviews customer interactions to find new topics for the Knowledge Base. They add fresh articles, update content, and even create videos to ensure the Knowledge Base meets evolving needs.

What are the benefits of having a searchable knowledge base?

A searchable Knowledge Base allows users to find answers easily, leading to faster resolutions. It reduces support inquiries by up to 80%, cutting costs and providing convenient self-service options.

How much can I save on customer support costs with a knowledge base?

A well-optimized Knowledge Base can cut support costs by 50-80%. Deflecting routine inquiries to self-service options allows your team to focus on complex issues, saving time and money.