OUTSOURCING KNOWLEDGE BASE MANAGEMENT

HelpSquad knowledge base as a service.

Creating, Managing, and Optimizing your internal or customer facing Knowledge Base derived from customer interactions so you don’t have to and so you can Improve Customer Experience.

Let's face it, managing your product or service knowledge base is a drag. Let us handle it for you, we truly do love it!

Offer effective searchable knowledge base to your employees and customers and save 50-80% of your customer support costs.

Here is a startling statistic: 98% of knowledge bases either abandoned or not maintained.

There is no tool, AI or automation that can solve creating and updating your business knowledge base.

To maintain an effective knowledge base you need to dedicate human resources possessing the following skillset:

  1. Knowledge of your product and service inside and out .
  2. Intimate familiarity with evolution of your product and service, development pipelines and lifecycles.
  3. Have excellent people skills to establish direct line of communication with product development, customer success, customer service and sales departments.
  4. Excellent technical writing skills.
  5. Mastered logical thinking and excellent memory.
  6. Loving this job and being satisfied with the compensation provided therefore having no desire to look for other opportunities.

Sounds like a unicorn? Because it is. And even if you are lucky enough to have a person like this employed by your organization can you scale it? What happens if this person decides one day he/she no longer wants to work for your company?

 

This is why so many decide to abandon knowledge base upkeep and resort to more traditional ways to support customers via chat, email and phone, burning through cash, time and never ending customer and employee complaints.

 

It is time to rethink knowledge base management! Welcome to HelpSquad’s knowledge as a service!

Introduction to Knowledge-as-a-service (KaaS)

HelpSquad was started in 2014 by founders of LiveHelpNow help desk software with a simple idea of helping businesses outsource customer support easily, effectively and with 0 quality loss. We have grown by leaps and bounds since by helping thousands of businesses optimize customer experience via 24/7 chat, SMS, email and social media coverage.

 

And then we looked at the conversational data we collected and thought “Why not create indexed resources based on those conversations for our agents to be more productive?” and we did, and then we thought “Why not ask our customers if they want to publish those resources on the web for their customers and employees to quickly find answers to common or not so common questions instead of starting live conversation with an agent?”, and we did ask. And our customers replied with a question “How quickly can you do that?”

 

4 years later we have 2 dedicated squads of 6 experts in each committed to managing knowledge bases for our customers.

It is affordable, effective, up to date and most importantly, SCALABLE!

 

We welcome you to try our knowledge base management service free for 14 days or talk to one of our friendly squad members to have all your questions answered!

 

You have tried managing your company knowledge base many times over, and you failed just the same. Try the new way, HelpSquad way!

"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, it can feel incredibly annoying and it is also very expensive. 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%. Do not wait to try this service."

– 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!

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