Get Started
Tell us a bit about you
First name
Last name
Work email
Job title
Company
Country
Country code
Phone number
Submit
Centralized knowledge with high accuracy
It‘s able to centralize knowledge, make everything searchable, enable agents to capture the right information at the right time.
Flexible and customizable views generated based on needs
Help teams make more informed decisions through readily available and relevant information.
Better satisfaction by time-saving and high efficiency
Shortening response time, preventing knowledge loss, and up-leveling the customer experience.
Why is a knowledge base necessary for businesses?
Centralized knowledge
Centralized knowledge
Access information in disparate knowledge bases with simple search functionality to cut out extra work for agents.
Targeted answers
Targeted answers
Reduce agents’ mental burden by making it easy to access relevant information, ensuring agents have what they need and customers are getting the right answers.
Consistent responses
Consistent responses
With workflows and effort saving search capabilities, agents can access the right information, right when they need it, easing pressure and boosting consistency.
Flexible search
Flexible search
Rather than relying on precise search terms, making agent just input fuzzy search so they can focus on conversations rather than memorization.
How to build a contact center knowledge base
Prepare the product or service documentation base you already have
Prepare the product or service documentation base you already have
Even when it looks like you need to start creating your knowledge base from scratch, it is rarely so. Big or small, your product / service range is already described, so collect that documentation and organize it logically into a comprehensive base which your call center staff can easily use.
Analyze the most common customer queries
Analyze the most common customer queries
Identify your customers’ most frequent questions and create a knowledge base of the most common ones. Note which products or services attract more questions and try to understand why. Is there enough knowledge to address these questions? Try to single out the most popular cases and scenarios. Then you can add less common and more unique ones.
Categorize the questions
Categorize the questions
Once you have a base of popular questions, look for a logical way to organize them. What big categories of knowledge do they fall into? Think of easy tags, key words and headers to facilitate search.
Make the content plain and simple
Make the content plain and simple
An abundance of complicated terminology, passive and impersonal constructions and complex sentences do not empower your base to share knowledge easily, but providing clear, unambiguous, well-illustrated answers and is accompanied with images and/or videos. Once the base content is ready, check it with your call center staff because they are the ones who will have to use it.
Provide easy search and navigation
Provide easy search and navigation
Take advantage of cutting-edge technologies to implement autocomplete recommendations, pop-up tips and suggestions. What is the use of a knowledge base if it takes hours to find an answer? Artificial Intelligence and Machine Learning can make the needed knowledge available in the base quickly.
Allow for updates
Allow for updates
A knowledge base cannot be drawn up once and for all. It needs to be updated and curated, when elements that become obsolete are replaced with up-to-date bits of knowledge. The content must be continuously managed along with the changes your business is living through.
Canned Messages
Easy to use canned messagesfor productive agents
Build canned messages from FAQ anytime without code
Build canned messages from FAQ anytime without code
New canned messages can be built by any agents anytime with multi-layered categories, content quality will be ensured by supervisor and then published.
More easily use canned messages by shortcut
More easily use canned messages by shortcut
Shortcuts are the best way to quickly insert your canned messages and text snippets everywhere you need them.
Monitor and update canned messages from time to time
Monitor and update canned messages from time to time
Creating canned messages for all potential FAQs will not allow you to relax, it is essential to regularly monitor these responses as well. If a canned me ssages no longer fulfills its intended purpose, it is necessary to update it in order to maintain its relevance and usefulness.
Used to respond customer in live chat and inbox
Used to respond customer in live chat and inbox
Agents can use canned messages during customer conversations in both web chat and inbox. These messages are readily available and can be easily accessed by agents, allowing them to provide prompt and efffient replies to common customer queries.
Several pointers to guide you in creating top-notch chat canned messages:
Leverage common queries
Leverage common queries
New canned messages can be built by any agents anytime with multi-layered categories, content quality will be ensured by supervisor and then published.
Create a flexible portfolio
Create a flexible portfolio
Use the collected information to develop an adaptable lib rary of canned messages. Continuously update and improve this compilation to match changing customer demands and evolving product offerings.
Personalize chat canned messages
Personalize chat canned messages
Avoid generic phrasing and opt for personalized expressions. Acknowledge customer concerns with empathy and accountability.
Craft messages from a customer’s perspective
Craft messages from a customer’s perspective
Envision how you would appreciate receiving information and support. Ensure that your tone remains respectful and accommodating.
Go for flexibility
Go for flexibility
Understand when to employ canned messages and when a personalized reply is essential. Allow your support agents to deviate from the scripted approach when scenarios demand individual answers.
