One knowledge base, three places
Website, colleagues and customer conversations share the same problem: the knowledge exists, but not at the moment someone needs it.
A visitor cannot find the answer on your website. A colleague has spent twenty minutes looking for the same answer. And a salesperson promises a customer to find out. Three people, one question, three lots of lost time.
The problem
Most organisations have the same problem in three places at once:
- On the website, visitors cannot find an answer. According to Gartner, only 14 percent of customer queries are fully resolved through self-service.
- Internally, colleagues keep searching. According to Atlassian, leaders and teams lose 25 percent of their time searching for answers.
- In customer conversations, questions are left behind and the follow-up comes too late. When RevenueHero requested a demo from 1,000 B2B software companies, only 365 responded.
The cause
Organisations treat this as three separate problems, with three separate solutions. A chatbot on the website with its own copy, an intranet with different copy, and salespeople with their own notes. That means maintaining everything three times, and often three different answers.
The knowledge exists. It just is not available at the moment someone needs it.
the editorial team
And even when the answer is available, action does not always follow. A good conversation without recorded agreements still delivers nothing.
The solution
Set up your knowledge once, approve it, and use it everywhere. That is how Stiqqs works:
- Stiqqs AI Agent answers visitors' questions and books appointments.
- Ask Stiqqs is the go-to source of answers for your colleagues.
- Stiqqs Coach helps in your conversations in Google Meet and Microsoft Teams.
If a question could not be answered somewhere, it goes on one list. Answer it once, and all three know it. And because every conversation ends with agreements, a follow-up email and a follow-up meeting ready to go, you do not just ask the right questions, you act on them too. Less searching, less waiting, less duplicated work.
Sources
- Gartner (19 augustus 2024). Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service.
- Atlassian (2025). State of Teams 2025. Onderzoek onder 12.000 kenniswerkers en 200 bestuurders.
- RevenueHero (20 maart 2024). B2B lead response times: demoaanvragen bij 1.000 B2B-softwarebedrijven.