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Leverage FAQ software to optimize your customer self-service experience
Self-service is rapidly becoming the first choice for a growing number of consumers when it comes to customer support. Research shows that 2 out of 3 consumers would rather look for answers themselves than talk to a customer service agent, making FAQs the most frequently used self-service option.
With LiveAgent’s help desk and FAQ software, you can empower your customers to find answers they are looking for on their own in a fast, efficient, and convenient way.
What is FAQ software?
When multiple customers contact your support team over and over again with the same questions, it prevents agents from handling other issues and lowers their productivity. FAQ (frequently asked questions) software allows businesses to address the most common questions they regularly get from customers about their products or services and reduces the workload of customer support teams. It typically comes as a part of a more complex customer support platform.
Why FAQs are a powerful tool for your customer support strategy
FAQ software offers more than one way to organize, store, and display your organization’s knowledge to your customers. It benefits both customers and agents. Here’s how:
Get fewer repetitive questions
FAQs are an effective addition to your self-service features that help reduce the number of repetitive questions from customers, giving your support team more time to focus on more advanced issues.
Increase customer satisfaction
Over 70% of consumers prefer to look for answers to their questions on a company’s website instead of contacting customer support. A FAQ section enables them to find answers quickly and boosts satisfaction.
Enhance agent productivity
FAQ software can improve agent efficiency and productivity. Build an internal knowledge base for your support team and keep the important information easily accessible in one place.
Help your customers help themselves with LiveAgent’s FAQ and knowledge base software
Set up a comprehensive knowledge base with FAQs in 4 simple steps to answer common customer questions, provide 24/7 self-service support, and enable your customers to help themselves.
Easily create content with a WYSIWYG editor
With a simple yet powerful built-in WYSIWYG editor, you can easily create neatly formatted content that can be organized into articles under various categories. Add images and other visuals to make the content more engaging and easier to digest.
Supplement articles with attachments
Make your knowledge base content even more helpful and valuable by supplementing it with downloadable attachments that your customers can store on their computers and access whenever they need.
Differentiate content for customers and agents
When creating categories and adding articles to your knowledge base and FAQs, you can choose whether the content will be publicly available and accessible by all customers or remain internal and visible only to your support team in the agent panel.
Set up multiple knowledge bases and FAQs
By using LiveAgent’s knowledge base tools, businesses can keep their customers informed and satisfied by giving them easy access to the information they need. Set up an unlimited number of knowledge bases and FAQs for different audiences in a single LiveAgent account, each having its own unique design, settings, and content. It comes in very handy if you manage multiple businesses, products, services, or brands.
Enable a search widget with smart suggestions
Enable your customers to find the information they are looking for quickly and effortlessly with a search widget that automatically generates real-time suggestions. The widget will suggest related content from your knowledge base, based on the inputted keywords.
Make knowledge base and FAQs a part of your brand
Ensure your self-service portal aligns with your company’s identity. Easily customize your knowledge base with a theme that best suits your corporate image, logo, brand colors, header or footer alterations, custom CSS, and more.
What else can LiveAgent offer?
FAQ and knowledge base software is only a part of our complex multichannel solution that is packed with over 180 features. Improve your overall customer service strategy and enhance customer satisfaction by using all the advanced functions LiveAgent has to offer.
Powerful ticketing system
Enjoy a full range of ticket management features, including smart ticket routing, automation rules, SLAs, ticket responsibility management, canned responses, agent collaboration tools, robust reporting features and much more. Easily manage all your multichannel customer communications from a single place with our universal inbox.
Real-time live chat
63% of consumers are more likely to return to a website that provides live chat support. LiveAgent’s live chat tool offers both common and advanced features – from multiple chat distribution options, proactive chat invitations and online visitor monitoring to chat history, internal chat, and real-time typing view.
Voice and video calls
Build a virtual cloud-based call center, integrate with any VoIP provider and receive calls from landline phones or right from your website (both voice and video) with no additional per-minute charges. Design complicated and personalized IVR trees, make unlimited call recordings and more!
Social media support
LiveAgent smoothly integrates with the most popular social media channels such as Facebook, Twitter, and Instagram. Keep track of all your social media messages, comments and brand mentions, manage them from a single dashboard with no need to manually monitor multiple accounts or share login credentials.
Self-service portal
90% of consumers expect brands to offer an online portal for self-service. Apart from a knowledge base and FAQs, you can expand your self-service capabilities with a community forum that enables your customers to easily submit support tickets and monitor their status right from your customer portal. This can be easily accomplished using a knowledge base software.
Choose the right plan and get the best value for your money
LiveAgent offers 4 different plans – with no contracts and fully transparent, fair pricing. Our self-service capabilities equipped with a knowledge base and FAQs are built into every paid plan. Choose the one that is best suited for your business and take your customer service to the next level.
Small business
- Unlimited ticket history
- 3 email addresses
- 3 contact forms
- 1 API key
Medium business
- Everything in Small, plus
- 10 email addresses
- 3 live chat buttons
- Departments management
Large business
- Everything in Medium plus
- 40 email addresses
- 10 live chat buttons
Free
- 7 days ticket history
- 1 email address
- 1 chat button
- 1 contact form
You Will Be in Good Hands!
Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!
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