Knowledge Management

Increase self-service and agent productivity with a single source of truth.

Provide consistent service to your customers

AppBase allows you to easily customize your ideal knowledge base. Use either an internal base, a support agent-only base, or a customer facing help desk, for any of your knowledge management needs.

Help customers help themselves

Your customers are always on the go, they want to use your knowledge base more than they want to contact support. Create a branded help center that embeds right into your existing portal and integrates with your chatbot.

Onboard new employees quickly

Grow your team more effectively by organizing all relevant knowledge in one place so new agents don’t have to run around for help. Plus make it easy to roll out new products or services.

Keep content fresh and accurate

Teams can review, approve, and publish content across the entire enterprise. Define who can manage certain articles—including editing and publishing permissions—ensuring that the right people are always in the loop.

Assist agents with article recommendations

Proactively offer knowledge suggestions to agents, in real time, while they are handling calls or chats. Leverage information about the customer, their products, and their journeys to ensure both accurate and relevant answers.

The right tools to manage knowledge

Multiple knowledge spaces

Separate knowledge into different product lines, departments, customer segments and roles.

Microsoft Word authoring

Import articles from Microsoft Word to make the knowledge authoring experience and learning curve simpler and shorter.

Powerful APIs

Design sophisticated customizations to automate and enhance the customer experience with AppBase’s thousands of APIs or easily create new APIs.

Likes, dislikes and comments

Identify what’s working and where there are bottlenecks by seeing how your employees rate and comment on articles.

Rich content

Create articles with photos, video, embedded YouTube and more with an easy-to-use WYSIWYG editor. Customize on the HTML level if you need even more control

Access control

Choose who can view your knowledge base. Keep content for agents-only, certain teams, or open it to the public in your help center.

See how AppBase helps you keep your promise to your customers

AppBase for Customer Service

Extend service beyond the contact center and scale by connecting people, functions and systems

AppBase for Back-Office

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Finance

Customer Service

A large financial services company reduced their call center costs and reduced disputes

Customer Stories

Disputes

Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.