Use rich text editors in free knowledge base software with attachment support, so you can write answers to frequently asked questions. Build a database of solutions to common problems and create tutorials so your customers can solve their own problems.
Make your team’s technical know-how easily accessible to customers. Use meta information to optimize your knowledge base articles for maximum discovery. With our automatic indexing feature, your answers will show up at the top of search results quickly.
Offer help in the language in which it is needed. Provide translations of solution articles and manage them better in your helpdesk with language-specific tags to help your customers understand your solutions easily.
The best knowledge base management software let you maintain separate knowledge bases with articles relevant to customers and internal articles for agents, by controlling the visibility of your content. Make sure your knowledge base is easy to navigate so your readers aren’t overwhelmed.
Do you write extensive explanations on email? Reuse them as solution articles. With a knowledge base software like Freshdesk, you can easily convert agent responses to solution articles with only a few clicks.
Gain insights into what your customers are searching for. Track how your knowledge base is being used and make sure you have the write content available for customers to use and fix their problems.
The best knowledge base software let you customize it, so it is a reflection of your brand to reassure customers when they come in search of answers. Change colors, add logos, make design modifications as you see fit for a seamless customer experience.
With answers available upfront via a knowledge base, your customers will solve problems themselves reducing the number of tickets you have to answer
The best knowledge base is comprehensive enough to handle all the easy repetitive questions so your agents can focus more on solving the tough problems.
Instead of waiting for an agent's answer, a good self-service portal ensures customers are deflected to the right solutions when they ask a question.