Numerous studies indicate that most of today’s consumers would rather find information online and solve issues on their own rather than call customer support. With LiveAgent’s help documentation software, you can easily create a comprehensive knowledge base with support documentation to enable self-service 24/7.
Provide your customers with knowledge on the fly whenever they need it most – and without requiring direct assistance from your agents. With LiveAgent you can successfully reduce the workload for your team and satisfy your customers at the same time.
Support documentation provides official information explaining the use, functionality, creation, or architecture of a company’s product or service. It can include anything from the basic ‘how-to’ user guides to the advanced technical tutorials in your knowledge base.
Support documentation is created for customers, support agents, and anyone else on your team who needs to know the ins and outs of how your product or service works. In particular, support documentation is a must-have for SaaS and tech companies that are selling complex software solutions.
Thorough support documentation delivers business benefits at multiple levels. On top of that, it’s essential for both your customers and your support agents.
Enable your customers to find answers to their questions and resolve product or service issues on their own whenever they need instant support – without having to contact your team.
Knowledge base documentation is essential for your support team. With everything neatly documented, your agents will always have the right information at hand to provide quick and consistent answers for your customers.
Consumers increasingly prefer self-service over human interaction. A comprehensive knowledge base and support documentation empowers your customers to fix problems before they even have to ask for help.
By offering your customers a reliable, accurate, relevant, and comprehensive source of information about your products or services, you can build better brand authority and earn more customers’ trust.
With LiveAgent’s knowledge base and online help documentation software, you can consolidate all your support documentation in a centralized knowledge base and make it easily accessible to everyone who needs it.
With a powerful WYSIWYG visual editor, creating, editing, and formatting your knowledge base and support documentation has never been easier. You can add images, videos, tables, and other visuals to ensure your content is appealing, engaging and easily consumed.
Build an internal knowledge base with essential documentation that will be visible only to your support team. Provide agents with instant access to the right information and enable them to resolve customer issues quickly without having to waste hours in search of solutions.
Set up an unlimited number of knowledge bases, one for each of your brands, products, services or departments - all in a single LiveAgent account. Each knowledge base is completely separate and will have its own unique design, settings, and content.
Supplement your support documentation with additional helpful resources by attaching downloadable files to your knowledge base articles. Make your content even more informative and valuable, and help customers dig deeper into the topics of their interest.
Help your customers and your support team to easily and effortlessly navigate around your knowledge base documentation by enabling a search widget that automatically suggests relevant content in real-time based on the keywords typed into the search bar.
Make sure your knowledge base documentation matches your brand style with a range of settings and customization options. You can change the logo, title, select a theme, define your colors, insert your own HTML and custom CSS or add tracking codes.
Keep all your customer communications in a single place and enable self-service support. Easily handle tickets, emails, chats, calls, and social media messages with an all-in-one unified customer support solution.
In addition to building support documentation, you can set up a complete self-service portal where customers can submit and manage their tickets, share feedback, and interact with each other in a community forum.
From smart ticket distribution, workflow automation rules, and easy responsibility management -- to canned responses, SLAs, robust reporting and team collaboration tools – LiveAgent provides a full range of ticketing features.
LiveAgent comes with a cloud-based built-in call center and allows you to integrate with any VoIP provider. Receive calls from landline phones or right from your website (both voice and video) with no extra per-minute charges.
Integrate with Facebook, Twitter, and Instagram to streamline all your social media channels into one inbox. Easily monitor and reply to all messages, comments and brand mentions from a single dashboard without having to go back and forth between different social accounts.
We combined ticketing, chat, voice and video, social media, and self-service support in a single tool.
LiveAgent has been the most reviewed and #1 rated help desk software solution for SMBs in 2019-2020.
We’ve been providing our customer support system to businesses across various industries since 2004.
With 4 subscription plans to choose from and fully transparent and fair pricing, LiveAgent can benefit any business-- no matter the size or the industry you operate in. Start a free 14-day trial to test it out and see how it can enhance your customer support experience.
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