Provide the best customer experience with our self-service customer portal. Improve the daily routine of your customer support agents, and provide an amazing user experience with self-service support options. Take advantage of LiveAgent’s knowledge base tools and provide relevant articles, how-to guides, and other useful information for every single customer. Give our knowledge base platform a try today and see how it can help you improve your customer support.
A knowledge base is a platform where customer support agents can share articles with customers. The platform serves as a single source of institutional knowledge that can be accessed easily. A knowledge base is a part of a self-service customer portal. Your customers can browse your knowledge base and self-service portal content to find advice from forums or share knowledge with other customers.
Knowledge base software
A knowledge base usually comes packed with an intuitive interface, rich text editor, and other essential features that can help agents prepare content for their customers. Smart knowledge base features include multi-language support, powerful search engine, custom themes, discussion boards, and more essential features.
Just some of what your agents can use:
Provide easy answers to questions and cut down your response time. Our tool comes with multiple types of knowledge bases,
search functions, and team collaboration tools.
Our What-you-see-is-what-you-get (WYSIWYG) editor can help you create articles, guides, how-tos, and information segments to help you grow your knowledge hub. Knowledge sharing is easy with our beautiful editor. Format your texts, add images or take advantage of other advanced features at your disposal. It also functions as a markdown editor, so you can also use HTML or CSS to create custom designs.
LiveAgent forum is an integral part of your knowledge base platform. Any customer or customer support team member can engage in a forum conversation. It is possible to troubleshoot problems, offer suggestions, and determine solutions to issues together with them. You can also take advantage of internal forums, and collaborate on internal knowledge base issues with one knowledge base solution.
Gathering feedback and reading suggestions from customers improves both your knowledge base and your business. It can help you improve learning content and build better relationships with customers if you read suggestions and respond to them. Offer your customers the opportunity to suggest changes or give you new ideas for improvement. Add and customize the feedback button to your liking.
Your customers can use a search box to help them quickly find answers or specific topics within your knowledge base. With our powerful search engine bar, our knowledge management software is easy to use, especially when there is a lot of content. By offering an easy search function, you can assist customers in finding knowledge articles and decrease the number of support tickets for common problems.
Having an effective knowledge base is about helping your clients with relevant content. However, you should not forget about your employees as well. Having a user-friendly dashboard in a knowledge management tool is another key feature, which might be often overlooked. LiveAgent’s interface lets your agents create new articles with little to no training time. Ready to try it out? Try the free demo and see for yourself.
The whole point of creating an online knowledge base software solution is for it to be easily searchable. However, the more content your business makes, the more it can get chaotic. As a result, LiveAgent allows you to create categories for your customers, and you won’t get lost in the content. Create various categories for the most common topics that need to be answered and divide learning content as you see fit.
LiveAgent’s knowledge base solution is an excellent way to offer a self-service option 24/7 in multiple countries. Your business only needs to create essential articles and provide them in languages that your customers need. This solution can improve customer experience and, thus, customer satisfaction. Create a category for each language to update your knowledge base content for new audiences.
A multi-knowledge base comes in very handy if your company sells several products, brands, or provides several independent services. A single LiveAgent account gives you the opportunity to create unlimited knowledge bases, with each of them having its own unique design, settings, and content. Provide your customers with the knowledge they want with stunning guides.
Write comprehensive articles filled with useful information and keep them organized and easy to find. Articles are easy to write with LiveAgent’s WYSIWYG editor. Spread knowledge and let your customers find solutions on their own. Looking to educate your customer support team members? Internal knowledge base articles can serve as educational material and they can help your agents solve issues faster.
Looking to enhance your written knowledge with attachments? Add pictures, screenshots, photos, audio files such as recordings, or even video files and embed videos from services like YouTube. Attachments can make your articles easier to comprehend and read, or make them more entertaining. Add video tutorials or demos to your how to guides, or show step by step instructions with product screenshots.
You know your customers the best. Give them the information they need and focus on their satisfaction.
A well-written knowledge base article provides your customers with the fastest assistance. Draft, design, and edit all knowledge base articles with a WYSIWYG editor.
Lost customers can churn. To prevent that, create FAQs (frequently asked questions) and technical product guides as a part of your support portal.
Do you want to provide stellar customer service with limited resources? Decrease the load of incoming emails and chats by creating a knowledge base.
Improve your business in all important aspects and start meeting customer expectations with the right knowledge base solution
Gain an advantage
A majority of companies focus their customer service teams strictly on direct support. Get ahead with knowledge base management software and provide the right resources for customer self-service.
of companies use knowledge bases
Don’t skimp on self-service and gain an edge over the competition with a knowledge base for your customer base. Give your customers a reliable self help option
Customers expect relevant answers without the need to contact a customer support team. Our search functionality can help you provide instant answers, and decrease the number of customer queries.
of customers prefer self-service
The majority of customers try to solve their issues on their own before contacting customer support. Improve their satisfaction by providing powerful self-support tools.
Create customer loyalty
The majority of knowledge base visitors turn into paying customers thanks to plenty of knowledge base articles. Broaden your customer base with effective knowledge base software.
of customers come from knowledge bases
Knowledge base articles can help you get more customers and increase customer retention thanks to helpful and knowledgeable advice
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Knowledge base management is a software designed to manage databases and support your users. Knowledge bases provide how-to articles, forums, adn FAQs.
Building a knowledge base starts with deciding what information you want to include. After that, decide on the structure of your first article and begin writing it. Make your content user-friendly by adding screenshots or video tutorials. Include FAQs and forums. Publish your knowledge base and receive feedback and suggestions from your users, to see what else needs to be added.
Each account comes with a free Customer portal/Knowledge base example, which you can fully customize based on your preferences. For customization, navigate to Customer Portal>General>Settings.
Knowledge bases are important because they reduce the workload of customer service agents, and save time for customers. Instead of having to contact businesses and wait for an answer, customers can immediately find the answer they need online without having to contact anyone.
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