The customer support center desperately needs a better help desk tool. You get the same level of support from both, however the email tool puts it in writing and "represents" you. (See "Wish List: A Little Respect" for screen shot. -- Is this *really* what you want?)
SUGG #1 - Spend the money to buy a well-established knowledge base tool.
SUGG #2 - Spend the money to have them help you with the logic and database conversion.
You need professionally designed logic and search criteria so that saying "It's Not x" doesn't key as "It is x".
You need to sanitize your data so that it's all in the same format, and that there is a quality review process, a standardized format, etc.
It cost AOL a lot of money, but saved us the cost of spending all our time reading about it on message boards, and listening to users complain for the first 2 minutes of every phone call. (Add 3 minutes, whenever the rep actually solves the problem, because the customer describes their past experience when assuring the rep how grateful they are for their help. )
You're too big and heavily exposed to continue to use what feels like a "homegrown' tool, or at the very least, a cheap one that you bought about 15 yrs ago.
And, on that thought... I bet your customer service turnover is high, even in today's economy. I bet this would help reduce it by allowing them all to do their job equally well.