Knowledge Base for Customer Service

Boost efficiency with 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.

Integrations

Comprehensive APIs helps utilize your knowledge base in external systems like help desk, chat, CRM and email support.

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 pros

The first step in digital transformation is understanding your existing capabilities along with your vision.

 

Omnichannel customer service

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

Low-code app development

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.