There is this story of a magnificent castle in a magical land far, far away. And in the centre, suspended on bright incandescence, glowing as ever is a huge book of Spells, with answers to every question your support reps and customers have ever had. Unfortunately, in the real world, the book isn't all in one place. It's been stripped by chapters and lives in the minds and tacit information of your senior support reps. The question is, how do you tap all this knowledge and make it useful for the rest of your team?
A knowledge base is all about shared knowledge. Your genius, combined with the smarts of wizards past, wizards distant, and wizards to come. All in one place, available to any person who seeks it. Freshdesk lets you create and organize all your knowledge into categories, folders and individual solutions that you can then jump back into anytime.
Magic isn’t magic if it doesn’t come to your rescue when you need it the most. Smart suggestions help you do just that. Unsure of the solution when replying to a ticket? Sort through your knowledge base and find the Holy Grail from the same page!
Your knowledge base is a great way to help customers help themselves to your solutions and best kept secrets. But to truly help your customers, you need to be able to understand them completely. With the google analytics integration, you even know how you are helping them, and where!
Most knowledge doesn’t rest in wands and libraries. It rests in the old email conversations between your veteran agents and customers. Freshdesk lets you directly copy the strokes of genius from your emails right into your knowledge base before you can forget (or say Oblivion, for that matter).