As customer expectations continually escalate, possessing knowledge is only half the battle. The other half is ensuring this knowledge is immediately accessible for every unique customer situation – quickly, clearly, and to the right person. This is the formula for building a customer service organisation that is not only sustainable and scalable but also meets your customers’ expectations.
✔️ Knowledge not shared becomes a bottleneck: Isolated expertise, even when deep, loses its value if it cannot be effectively shared. By converting hidden knowledge into an accessible resource, we eliminate bottlenecks and create a flow of efficiency. The result is faster handling times, increased productivity, and a customer service organisation ready to scale without impacting quality.
✔️ The right structure creates efficiency: Well-organized information, combined with clear processes and tools, is fundamental to efficiency. With structured information, your customer service agents immediately access the correct answers. This reduces handling times, increases First Contact Resolution (FCR), and creates a frictionless customer experience.
✔️ Accessible information raises quality and customer satisfaction: When customer service staff have access to accurate and updated information, they can deliver quick and precise responses leading to improved customer interactions and enhanced customer satisfaction. This leads to happier customers, stronger customer loyalty, and a customer experience that exudes competence and reliability.
The Challenge!
A hidden risk in many customer service organisations is that key knowledge is concentrated in just a few individuals. This works – until these individuals leave, fall ill, or are otherwise engaged. Then, gaps in quality, pace, and trust arise. We often encounter clients who have their customer service documentation written from the end-user’s perspective – often in the form of self-service guides. This is rarely concrete or adapted enough for customer service agents who need to deliver friendly, competent, and efficient service. The information is simply written from the wrong perspective (there’s a difference between helping oneself and helping someone else) and this creates different expectations when one seeks help from a customer service agent. It is common for documentation not to be effectively structured so that the right information can be found quickly to troubleshoot and resolve issues efficiently.
The Solution!
Our solution is to work systematically with the existing material early in our collaboration. Alongside our client, we rework the information into a format that works long-term – a tailored tool for daily customer service operations, continually incorporating missing information and keeping it up-to-date.
Structured knowledge sharing is the key to accessibility. Tailored information for the agent – not just the customer. Sustainable growth requires shared competence.
Our approach: From person-dependence to shared structure
Over the past 30 years, we have refined a method that transforms fragmented knowledge into a living knowledge bank. We collaborate closely with our clients to create an internal FAQ that serves as a powerful tool for their customer service agents.
Case Study: A major e-commerce actor struggled with long handling times and inconsistent responses. By implementing our solution, their AHT decreased by 20% and their CSAT increased by 15%.
Here’s how we do it:
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We take whatever material the client has (internal training, procedures, terms of purchase… everything!)
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We restructure the content from the customer service agent’s perspective
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We create an information structure, practically an internal FAQ, with clear headings, step-by-step solutions, and examples
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We develop the material together during training and coaching of customer service agents with real cases that concretise and deepen the material.
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We update all material continuously – the FAQ evolves in step with our client and their business development. Learning That Never Ends
An internal FAQ is not a document that one “finishes” – it is a working method and a knowledge platform. Our customer service agents are encouraged to report directly if information is missing or unclear. This leads to:
Faster spread of knowledge Fewer interruptions and detours in customer dealings. A culture where “what you learn, helps everyone”
Structures That Delivers Impact
When the right information is available, three things happen:
- AHT decreases – agents find answers faster
- FCR increases – customers get the right answer immediately
- CSAT rises – more confident agents create a better customer experience
A good FAQ shortens the induction time by several days – especially in complex assignments.
Common challenges – and our solutions
Many customer service organisations wrestle with recurring bottlenecks that hinder efficiency and customer satisfaction. Here are some of the most common challenges we see – and how we work around them:
| Challenge | Our Solution |
|---|---|
| 📄 Documentation is designed for the end-user – not for the helper. | We restructure the material into tailored steps |
| 🧠 Person-bound knowledge | We capture and transfer knowledge across the entire team |
| 📂 Unstructured information | We create a FAQ that is easy to search and update |
Results? Not just more efficient customer service agents. Several clients testify that our work has had unexpected positive effects on their internal processes and documentation – a win-win for everyone.
Long-term expertise = sustainable growth
Currently, we mainly work in shared Google Docs – a flexible and effective way to collaborate with our clients. But we aim even higher:
- A central knowledge base for all projects
- Smart tools like GetGuru or AI support
- Proper access to the right information for the right person
It’s about building a structure that grows with you – without increasing complexity.
Co-development that strengthens both parties
When we build a FAQ together with a client, we’re not just creating a working document. We’re building a partnership.
✔️ Clients gain insight into the real questions that arise
✔️ Our agents become more confident, quicker, and more autonomous
✔️ The collaboration becomes closer, more honest – and more effective
“It’s particularly rewarding to see how motivated our clients often become – it clearly enhances their own operations as well.”
Conclusion: Knowledge is useless unless it can be applied
The real competitive advantage in the future of customer service isn’t just technology or speed – it’s the ability to get the whole team to act as one knowledgeable individual.
When knowledge is:
✔️ available
✔️ relevant
✔️ alive
… everything else works better. And you can grow – without losing quality.
Want to see how your customer service can become more scalable, learning-driven, and sustainable?
👉 Contact us, and we’d be happy to explain further.
