Empower customers with knowledge
Create a self service experience that supports your brand and improves customer satisfaction.
A win-win Situation
Customers want instant answers to simple questions without having to wait for agents. Agents want to spend less time on answering the same questions so they can focus on the more complex problems.
Let customers search and find answers to the simple problems they face while using your product or service.
Group articles into folders and organize them so that customers can easily and quickly navigate your knowledge base.
Foster an active community where customers can ask questions and engage in discussions about your product.
Prevent multiple agents from editing the same article using agent collision detection.
Writers can be notified about the feedback given by the readers about an article.
Monitor metrics like number of views, likes and dislikes to understand the effectiveness of the article.
Route more organic traffic to your knowledge base using the SEO friendly features.
Similar topics can be merged under one single topic to avoid duplication.
Ensure that suspicious posts don't go live immediately without supervision.
Convert critical issues raised in the community into tickets so they get the required attention.
Know which ideas and solutions are popular with the number of upvotes.
Create separate support portals for multiple products from a single helpdesk, without having to pay for any extra products.
Create knowledge base articles in multiple languages for a single portal. Freshdesk will detect the language of the user and show corresponding articles.
Leverage extensive customization options in Freshdesk to make your self-service portal look and feel like an extension of your website.