The significance of using a knowledge base in customer support lies in its ability to provide quick and efficient access to information. This centralized repository contains answers to frequently asked questions and troubleshooting guides, allowing support agents to resolve issues swiftly. Additionally, self-service options enable customers to find solutions independently, improving overall customer satisfaction. A well-maintained knowledge base can enhance communication, reduce repetitive inquiries, and ensure consistent messaging, ultimately leading to a more efficient customer support process.