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.
Topics
- concept of knowledge base
- types of knowledge bases
- what to include in a knowledge base
Video summary
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.
Expert note
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.
Knowledge base: Getting started templates
Craft engaging marketing emails with urgency, personalized messages, and strong CTAs. Use attention-grabbing subject lines and promotions. Try SendX for automated and affordable campaigns. Streamline customer support with LiveAgent's features like ticketing and live chat for improved response times and personalized experiences. Call center managers highlight the importance of customer service and offer various support channels. LiveAgent provides exceptional support through live chat, ticketing, and automation. Access first-contact templates for call centers for guidance on handling customer inquiries and issues. Subscribe to LiveAgent for updates and discounts.
Indicators show that many solution providers focus too much on product features. Automated customer service processes and sales automation can improve efficiency. Support automation can help streamline daily tasks. Help desk software and ticketing systems are essential for customer support. Customer service should prioritize customer satisfaction. Soft skills such as empathy are important in customer service. Building customer loyalty and appreciation is crucial for business success. Effective customer communication and handling complaints are key. Customer feedback is valuable for improving business operations.
Looking for a free knowledge base software?
Telecom and tech service providers are discussed, offering various services like virtual PBXs and CRM software. LiveAgent is promoted as a customer service software with user-friendly interfaces and excellent support. Feederloop offers video chat integration for LiveAgent. The Internal Links plugin automates the process of adding internal links to WordPress articles, improving SEO efforts.
Bitrix24 knowledge base review
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.
