知识就是力量。通过创建智能且可自定义的知识库,让客户能够帮助自己,简化代理的日常工作。
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A knowledge base is a single source of institutional knowledge that your company provides to customers 24/7 without requiring customer interactions. It is basically a directory full of content, which can help your clients troubleshoot their issues or find information/solutions they seek.
Nowadays, it is quite a popular tool to answer common questions, so the customers don’t need to contact agents and wait in line unnecessarily. Instead, agents can simply answer repetitive questions by creating articles for clients.
LiveAgent’s knowledge base is a part of a self-service portal. Thus, you will not only get to create knowledge base articles, but you can also create forums and allow your customers to track their inquiry statuses and history.
将您的知识库与论坛,客户反馈和无限制的Ticket历史相结合,以让您的客户满意。
LiveAgent 整合了杰出的实时对话、Ticket系统和自动化功能,让我们可以为客户提供出色的支持。
Peter Komornik, CEO
知识库平台可以在您的整个客户支持中发挥关键作用。
Knowledge base articles are a great way to provide self-service for your customers 24/7. But, what if you want to offer the same option for your internal team? LiveAgent has got you covered.
LiveAgent’s internal knowledge base function lets you customize an online library that contains information about the onboarding process, company knowledge, events, awards, new promotions, etc.
The internal knowledge base functions the same way as the one for your customers. Thus, you can categorize the topics neatly and have a search box, so your employees can immediately view relevant content.
Having an internal knowledge base tool not only improves your employee productivity and workflows but also enables your customer service team to provide professional assistance without any delays.
LiveAgent’s forum is a powerful tool for knowledge sharing between customers. It is an excellent place for customers to engage and help each other troubleshoot their problems and get instant answers.
Moreover, businesses can also create internal forums, which significantly improve team collaboration. For example, the internal forum can be an excellent medium for discussing solutions and proposals with colleagues. Further, the employees can view previous questions that colleagues may already have answered.
Feedback is an essential and inevitable part of every business. Even if you don’t want it, it is still there. Your business should always view user feedback as a tool to improve services/products and grow. Moreover, allowing your clients to provide feedback and suggestions makes them feel heard, ultimately improving customer loyalty.
LiveAgent offers a highly customizable and easy-to-use feedback button, another powerful feature that prompts visitors to give feedback/suggestions. In this way, your company demonstrates that it is open to customer feedback and will strive to meet clients’ needs.
It is essential to have a powerful search engine bar so that your customers can find information quickly and easily. Organizing your knowledge base content by category is a great way to make it easy to search, but most customers won’t take the time to do that just to find the relevant article.
Furthermore, it is essential to remember that having quality knowledge base articles is not enough. If visitors cannot find appropriate content, they are likely to contact your customer representatives unnecessarily. So, do not underestimate the quality search functionality inside a knowledge base and check out LiveAgent’s easy-to-use search bar with multiple customization options.
Having an effective knowledge base is about helping your clients with relevant content. However, you should not forget about your employees as well. Having a user-friendly dashboard in a knowledge management tool is another key feature, which might be often overlooked.
LiveAgent’s interface lets your agents create new articles with little to no training time. Ready to try it out? Try the free demo and see for yourself.
The whole point of creating an online knowledge base software solution is for it to be easily searchable. However, the more content your business makes, the more it can get chaotic. As a result, LiveAgent allows you to create categories so your customers, and you won’t get lost in the content.
Customer service departments often need to share file attachments with clients, such as PDFs or video tutorials. This is why it is beneficial to have knowledge management software that accommodates such functionality – so that you no longer have to go through the hassle of sending a google doc through google drive to a customer. Instead, you can simply create a relevant article, which also includes a file attachment.
创建知识库可以很简单。您要做的就是创建特定类别,方便浏览您的知识库。然后使用内置的WYSIWYG编辑器,在这些类别中填充内容。使用您喜欢的标题、颜色、样式和图片设置内容的风格,为文章创建更好的结构。简单几步,令您的知识库更加便于访问。
Knowledge means power. However, delivering it to your customers doesn’t have to cost you hundreds of bucks. Our pricing is built with this in mind and that’s why the knowledge base system is a part of our cheapest plan.
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If your business operates internationally, it can be challenging to provide support without hiring extra customer support agents. LiveAgent’s knowledge base solution is an excellent way to offer a self-service option 24/7 in multiple countries.
All your business needs to do is create essential articles and provide them in languages that require your customer assistance. This solution can improve customer experience and, thus, customer satisfaction.
Depending on your company’s size, you can create a category for each language, or if you need to develop extensive content, we suggest creating multiple knowledge bases. Moreover, you can apply this tactic to your internal company knowledge base.
Thus, if you have a multinational company, you can ensure that your employees stay up-to-date with company news, product/service updates, etc.
知识库软件,通常称为支持文档软件,可以在一个地方捕获、存储和共享所有重要数据,客户可以轻松访问这些数据。这款在线自助数据库为任何需要您产品信息的人提供了最快、最方便的帮助。
即使您的代理不在线也能为您的客户提供支持,所以结构良好的知识库可以为您的公司节省大量资源。
定制选项、创建整齐结构以及轻松添加新内容的能力,是公司在选择合适知识库系统时要考虑的一些主要因素。一款精选的用于知识库管理的软件可以无缝整合到您的其他客户支持渠道中,并为您的客户提供流畅的体验。LiveAgent的知识库软件是客户门户的一部分,该门户也是多渠道服务台软件的一部分。
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LiveAgent 的支持库软件整合了多个沟通渠道并提供接近 200 项功能。
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