Your customers shop around. They're often very aware of the best prices and services in your sector. And an understanding of the wider industry, and your company’s standing and market position within it, is key to your customer service team knowing what makes your offering unique. It’s all about what you do better than your competitors, how you sell your products and services, and what is your perceived brand value.
Leveraging domain knowledge improves the way your customers view and interact with your business. This will allow your agents to better support your target demographics, and drive new customers and new business.
With greater satisfaction and faster average handle time for tickets, your new and existing customers may come to view your support channels as more effective and knowledgeable than your competitors.
Allowing your customer service staff to build first-hand knowledge through joining relevant meetings, conversing with subject matter experts and taking part in cross-team dialogues, is a much better way to help them gain domain knowledge than fact sheets and feature lists.
At all times the goal is to create a foundation of knowledge and understanding that can be expanded upon and repurposed. If outsourcing is required, meetings and discussions can easily be handled remotely and still engage everyone involved.