Knowledgebase Folder(s)

The folder can be created as per the requirements of the department related to various issues. It helps in distinguishing the topic name and gives an insight into the topics which are explained inside the folder.

You can create as many folders as per category you want to make. After writing an article, you can then assign article into a particular category and respective folder to properly categorize the articles.

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Knowledgebase Category(s)

Under the Knowledgebase Folder, support staff or the owner can create multiple categories. These categories are created so that no random article or knowledge base confuses the customers.

Categories provide a path to the customer so that they can go to the right knowledge base to clear their doubts. You can create as many articles and assign them the respective category in which you want them to pop-up.

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Knowledgebase Article(s)

A knowledge base or articles are saved documents from which a customer can fetch valuable information. It is mostly used to clear the doubts at the first shot.

Creating relevant articles or FAQs helps the customer to get the solutions to their issue itself which in turn decrease the ticket volume and make sure that your agents are occupied in the priority tasks.

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