Knowledge Base for ServiceJourney
A single source of truth that promotes self-service and empowers your contact center
Overview
Help customers find answers on their own, guide agents, and provide a single source of truth for every department.
Problem
Content is often scattered across team-owned knowledge bases, PDFs and employees’ “tribal knowledge.” Not only does this inhibit your customer’s ability to find information but makes it increasingly difficult for AI, chatbots and employees to suggest articles to them.
Solution
Knowledge Base for Customer Service is an AppBase application for creating, consolidating, and promoting content to your customers and employees. It works as a stand-alone solution or can be integrated into your contact center, CRM and service desk software.
Benefits
Drive customers to self-service
With easy-to-find answers, your customers will solve problems themselves reducing the number of tickets or calls you have to answer.
Shorten call-handling time
Help agents keep conversations short and accurate with knowledge that’s served directly inside your contact center software.
Speed up onboarding
Employees get up-and-running fast with a single place for them to find all the knowledge they need to thrive
Your service knowledge hub
Ensure customers and agents quickly find the most useful information by eliminating the need to search multiple locations for content.
Publish rich content
Provide easily consumable content such as videos, documents and pictures, or go further with custom HTML, CSS and rule-driven content.
Manage multiple spaces
Centrally manage and brand content for different product lines, departments, audiences and roles. Easily drill down and navigate between spaces.
Integrate everywhere
Embed articles into your customer portal, agent desktop, CRM or ticketing system. Further centralize information by pulling information from other sources.
Find and deliver answers fast
Powerful tools to help customers help themselves and for agents to be productivity superstars.
Suggest truly useful articles
Suggest relevant answers based on what the customer is trying to achieve, their recent transactions, their open tickets and other contextual data.
Search in real-time
Deep search the entire knowledge base, not just article titles, with a powerful engine that returns context-aware results.
Improve with knowledge insights
See how knowledge is used by both your customers and agent, identify the most important information, spot gaps and identify trends.
Create content with ease
Get started by migrating your legacy knowledge base, then continuously enhance knoweldge with powerful editors and governance tools.
Control the article lifecycle
Improve information quality and accuracy with approval workflows, archival policies and knowledge access control.
Build confidence with feedback
Track the performance of each article by allowing readers to rate your content, or provide more thorough feedback if they can’t find an answer.
Create with Microsoft Word
Make it easier for people who prefer a desktop writing experience to create articles with Microsoft Word.
Enterprise-grade knowledge management
AppBase for Customer Service is great for mid-sized and large organizations that need an end-to-end solution that meet your unique needs.
Multi-lingual
Support a global audience and worldwide workforce by creating articles in multiple languages.
Multi-brand
Customize the look and feel for every one of your brands and products. Automatically serve content under the right context.
Contact-center ready
Boost FCR by suggesting articles during a call or chat right in the agent’s desktop based on the customer journey. See an example.
Get in touch with experts
