{"id":27242,"date":"2025-02-13T14:12:38","date_gmt":"2025-02-13T13:12:38","guid":{"rendered":"https:\/\/pegamento.nl\/knowledge-base\/"},"modified":"2026-09-10T14:17:20","modified_gmt":"2026-09-10T12:17:20","slug":"knowledge-base","status":"publish","type":"page","link":"https:\/\/pegamento.nl\/en\/knowledge-base\/","title":{"rendered":"Knowledge Base"},"content":{"rendered":"
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The right answer for everyone<\/h1>\t\t\t\t<\/div>\n\t\t\t\t
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Customer contact teams benefit from quick and correct answers. A knowledge base offers the solution. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t

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Knowledge base software for customer contact teams<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Customer contact teams receive many questions every day, while the information they need is often scattered across different systems and documents. For organizations with a lot of customer contact, this makes it more difficult to answer questions quickly and unambiguously.With a central knowledge base, you bring all the important information together in one place. Employees have direct access to current data and work instructions, so they can find the right answer faster and customers are helped better. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Find out what a knowledge base can do for your organization.<\/strong><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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When knowledge is not easily accessible<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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In sectors such as healthcare, government and education, customer contact teams often receive questions about specific and sometimes complicated situations.

When employees cannot access the right information quickly, it takes more time to answer questions and the likelihood of errors or misunderstandings increases. New colleagues take longer to get settled in, and teams become more quickly dependent on a few experienced employees.

Especially in organizations where questions are complex and clear answers are important, a central knowledge base helps to organize information in an organized way and make it available quickly.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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How a knowledge base supports customer contact<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Finding the right answers quickly<\/h3>

Whether procedures, work instructions or answers to frequently asked questions; employees find the right information quickly and work with the same knowledge. This saves time in the daily workflow and ensures that questions are handled more smoothly. <\/p>

Breaking in new team members faster<\/h3>

New colleagues can answer questions independently faster. As a result, they become familiar with their work more quickly and build confidence in their own way of working faster. <\/p>

Being less dependent on colleagues<\/h3>

Teams need to ask internal questions less often. This keeps knowledge better distributed within the team and creates less dependence on a few experienced employees. <\/p>

Higher customer satisfaction<\/h3>

Customers receive faster clarity and better support. Complicated questions are answered clearly, creating a positive customer experience. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Knowledge solutions that fit your organization<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Pegamento helps organizations not only store information, but also make it immediately usable while working. For more than 15 years, we have been developing knowledge solutions for organizations with complex information issues.<\/strong><\/p>

Depending on the existing systems within your organization, Pegamento offers different knowledge solutions and integrations. For example, knowledge bases can be integrated with omnichannel platforms such as Sprinklr, or extended with the Expert Engine, our most advanced knowledge solution. <\/p>

Real-time knowledge support while working<\/h3>

The Expert Engine uses semantic search technology and generative AI to find relevant knowledge quickly and formulate it comprehensibly. Employees instantly see the information that fits the query, without having to search through lengthy documents. <\/p>

Privacy-first, 100% Dutch<\/h3>

All data, models and processing remain within the Netherlands. No public AI models are used, so organizations maintain full control over their data and processes. The solution is fully AVG compliant. <\/p>

Complete control and explainability<\/h3>

Answers are always traceable to their source. Employees maintain control and can review, modify or reject answers before they are used. <\/p>

Grows with the organization<\/h3>

The Expert Engine is modular and learns from use and feedback. In this way, it becomes visible where knowledge is lacking and the knowledge base can be continuously improved. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Customer case: Mediq<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Mediq<\/span> is a healthcare organization where employees must be able to rely on clear and up-to-date information on a daily basis. With three physical locations and knowledge spread across different systems, this was not always easy, which led Mediq to search for a user-friendly knowledge environment.<\/span><\/p>

Together with Pegamento, Mediq brought all the important knowledge together. Customer contact agents like the new way of working: with the knowledge base, they quickly find the right information and can help customers quickly. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Results<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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