What’s the big idea?

Our Knowledge Base
Products & Features

Empower your

A knowledge base can give your customer service agents the resources and the confidence they need to provide top-notch service to your customers. Quick, competent service: exactly what your customers want:

  • Ready-to-go training guide for employees
  • Searchable information at your agents’ fingertips, increasing productivity and service
  • Facilitates an easy way for agents to offer information and resources to customers above and beyond the normal boilerplate answers
  • Integrates with other customer service tools
  • Host internal documents

Let your customers
skip the line

When your customers know exactly what they want, a knowledge base gives them the chance to bypass the customer service line and go straight to the answer.

  • Fully customizable interface makes a seamless transition from your website to your knowledge base.
  • See what your customers are searching for, what they find helpful, and how they rate the information they find.
  • Add, subtract, and change your knowledge base as often as needed. Your knowledge base evolves with your business

One tool in the Customer Service

A knowledge base working in conjunction with other customer service tools, such as live chat, SMS texting, and email, becomes a powerful force in providing customer service that is fast, convenient, and comfortable.

  • Agents can offer valuable resources to customers, such as videos, downloadable PDFs, helpful tips and tricks, and other documents to help foster a good relationship with your customers
  • Transcripts from live chat sessions and ticketing systems can go directly into the knowledge base for future reference, to add new information, or to provide an update. No clunky copy and paste, no falling through the cracks
  • Give your customers the ability to interact with you the way they are most comfortable: searching on their own, through text message or live chat.

Frequently Asked Questions

What is a knowledge base?

A knowledge base is a searchable repository of information related to your business that allows your customers and your employees to access answers to questions and find resources to solve problems quickly and easily.

What size of business can benefit from a knowledge base?

All sizes can benefit from a knowledge base. If you are a small business and you have an online presence, a knowledge base will add an SEO boost, help fill out your website without hiring a developer, and give your customers a way to get the answers and help they need.

How long does it take to set up a knowledge base?

Installation takes only a few minutes. The knowledge base software integrates with your website and other technologies such as ticketing systems and live chat, and it’s ready to go. Adding information to your knowledge base—FAQs, articles, videos, etc.—is as easy as a few organizational clicks to add categories, tags, and titles.

What will my knowledge base look like?

With fully customizable options, your knowledge base will look seamless with your website’s design, using your logo, color scheme, and other brand features.

How do I know what to include in my knowledge base?

What you include on your knowledge base is, of course, up to you. However, we provide guidance and suggestions on best practices so you will get the most out of your knowledge base now and be able to continually add to it as your business grows and evolves. As a general start, we suggest you add product descriptions, technical specifications, policies and procedures such as a return policy, how-to instructions, troubleshooting guides, any videos or articles, and frequently asked questions.