The first thing your customers will notice when they contact customer support is how well your staff know the product. Training, knowledge sharing, and generating product experience through discussion and interaction across your company all help with understanding the product line. In turn, this increases customers’ satisfaction and confidence.

An in-depth knowledge of what your business does is as important as an understanding of your products.

If your customer service teams don’t have a thorough understanding of what you offer, how can they cross-sell or provide recommendations? Whether insourced or outsourced, your team must always know more about your business than your customers.

If a customer mentions they are also looking for another service or product you offer, a team member must be able to discuss this with them clearly and effectively.

Effective ongoing training, including in-depth company overviews and updates on service offerings, will ensure your agents are knowledgeable about your company, culture and values.

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.

Deep domain knowledge can also inform many aspects of your customer support service. It isn’t just agent knowledge that improves. Their insights can also provide a deeper view into how your customers use your service.

Within the scope of customer journey mapping, domain knowledge helps to create an accurate visual representation of how a typical customer interacts with your agents and service.

The buyer personas created from deep domain knowledge are invaluable when it comes to identifying potential gaps and pressure points within your service flow. Customer journey maps are also markedly improved when your agents understand the product and business. In this way, identifying and analyzing strengths and weaknesses in your service becomes more rewarding. Change management also becomes easier to implement, as agents better understand why and where these changes are occurring.


Ultimately, deep domain knowledge is vital to enhancing customer experience. By refining the information you gain from your customer’s journey into knowledge-based actions, you can create opportunities for more easier, more enjoyable interactions for your customers and agents. And what better way is there to build strong, lasting customer relationships?