What is a knowledge base?
Knowledge base is a part of your Help Center, which offers self-service content. It provides the customers with documentation of your products.
Knowledge base can be beneficial for both the customers and agent. Customers can find solutions to their problems here, without having to contact support team. Agents are enabled to work with less tickets and can see them directly in the Knowledge base. With free knowledge base software, your agents can focus on critical issues and spend less time dealing with repetitive inquiries.
Learn more about Knowledge Base in LiveAgent.
Watch a video about the knowledge base
LiveAgent help desk software is a powerful customer service and knowledge base tool. It helps businesses provide quick and efficient customer service solutions for their customers. Its knowledge base is an expansive and well-designed database of information. It helps customers quickly search for answers to their questions, and reduces time spent on solving customer inquiries. LiveAgent also provides an intuitive user interface and analytics about the customer service process, allowing businesses to track performance and maintain high customer satisfaction.
- concept of knowledge base
- types of knowledge bases
- what to include in a knowledge base
This video discusses the concept of a knowledge base, its types, and what should be included in one. A knowledge base is a library of information about a product and includes frequently asked questions, how-to guides and troubleshooting instructions. The video explains how knowledge bases can scale out customer support programs and improve overall customer experiences. There are two types of knowledge bases, namely internal and external, with each having unique benefits, including increased productivity, reduced onboarding costs, and improved communication and collaboration. A comprehensive knowledge base can reduce customer support costs while increasing customer satisfaction and reducing wait times. The video lists various items that can be included in a knowledge base, such as FAQs, how-to guides, tutorials, reference documentation, release notes, white papers, case studies, news and updates, community forums, and glossaries. Specialized knowledge-based software can be used to create, update, and organize knowledge bases systematically. The video ends with a call to action to subscribe to their channel to get up-to-date information on technical writing, information architecture, and related subjects.
Frequently Asked Questions
What is a knowledge base?
A knowledge base is an online self-service library that contains information about products and services, specific issues, and other brand-specific topics. They help clients, but also employees, to acquire knowledge that they do not have and they need to solve the problem.
What does a knowledge base include?
What the knowledge base contains depends on its purpose. If it is needed for internal use of the company, it contains information on individual processes of the HR department or the legal department, explains exactly how the product works, and how to solve the client's problem. It can also be for external use, in which case it will contain information about products and services that may be useful to customers.
How does the knowledge base work in LiveAgent?
The Knowledge Base in LiveAgent allows you to create categories in the customer portal based on your products and services as well as customer types. Customers have access to content (in a form of articles, videos, tutorials, etc.) that can help them handle problems they may experience while using products or services offered by your company. You can customize it according to the available templates or adapt it to your needs.
A knowledge base empowers customers to find solutions quickly and efficiently while freeing up agents to focus on complex issues. It is an essential tool for providing stellar customer service.
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Bitrix24 offers a customizable knowledge base editor with various features and pricing plans. While it may be complex for some users, it is ideal for those seeking deep customization.