Knowledge Base / Customer Portal Demo

hey guys
in today's video i'll be talking to you
about our live agent knowledge base
and customer portal and the difference
between the two
so firstly what's the difference well a
knowledge base
is a part of a customer portal as you
can see right over here
and a customer portal has three
functions firstly it lets you
view the tickets that you've submitted
in the past and lets you view all the
responses that you receive to them
second it allows you to submit tickets
and thirdly it lets you view knowledge
based content such as how to articles
faqs forums and feedback and suggestion
boxes
so why do we recommend that every
business has a customer portal
well the first reason is that it's a
great self-service option for both your
agents
and your customers let me explain let me
navigate over here inside of live agent
to our customer portal by clicking this
customer portal icon right over here
then let me click on our already
existing customer portal
as you can see there are multiple
articles in here
some are marked as internal while others
aren't so what this means is that
internal articles are
available only to your agents they can
view them for training purposes or
onboarding purposes to get more familiar
with your products
the articles that are not marked as
internal are available to the public
therefore your users and they can use
them to
figure out things about your product on
their own such as this
article that says how to create chat
buttons in live agent if you look over
here you can see it right over here
and your users can access it to
basically use it as a self-service
option
so instead of having to contact your
agents about simple tasks like how to
create a chat button
they can simply view this guide and find
the answer themselves
the second reason we recommend that
every business has a knowledge base or a
customer
portal is that it's a great seo content
generator
by creating long guides that such as
this one that have focused keywords you
can basically improve your google
ranking
and have a larger exposure more clicks
views
and even sales the last reason that
every business should have a customer
portal is that it allows you to track
the progress of the tickets that you've
submitted so if i had an open ticket at
this point
i could track its progression now that
you know why it's important to have a
knowledge base
and a customer portal let's get into the
live agent side of things and let me
show you how everything works in real
time
so to navigate to your customer portal
you want to click this icon over here
then it'll take you to this overview
where you can start creating your
customer portal by clicking this button
but since we already have a customer
portal in place i'll be working with the
one that we have available
which is this one so let's get in on
there
so now let me show you how to edit an
article in real time
i'll simply click over here and i can
modify it however i like
so i can bold it i can underline it i
can change the font
and i can even add an image or anything
that i like so let me add a photo
let me upload it
okay and there it
is so now i'll just save and i'll show
you how
that looks and how it's updated in real
time so let me just
go back over here into this how to
create chat buttons
and as you can see the heading was
changed the image was added so that's
how it works
so as you can see we have a great what
you see is what you get editor
that you can work with there's many many
things you can do
right over here in this panel so you can
really get familiar with this in our
free trial if you'd like
but now i'll show you how you can
customize
the knowledge bases style entirely to
match your
website and just your business style so
if you have a talented graphic designer
you can just have them work on this and
make it match your business completely
so all you would have to do is click
here on settings
once you have your portal selected so it
could be this one
or it could be the general one click the
settings and here's the configuration
button
right and so you can start um editing
and you can put your logos up here you
can do the design from
selected themes or you can do your own
custom css and this is where
your talented designer would do their
magic
so as you as you've already seen
um this is fully editable you can make
it look however you like and
you can post different kinds of things
like how to articles
faqs um that looks something like this
you have a question and an answer
you could alternatively post forms
forms look something like this
and you could even post feedback and
suggestion boxes
so guys this is how everything works i
hope this video was helpful to you
and if you have any questions please
leave them down in the comment section
below
thanks so much for watching have a great
day