SLA targets in Freshdesk Source. Zendesk is a cloud-based knowledge management and helpdesk solution that offers tools to build customer service portals, knowledge bases, and online communities. It offers a customizable front-end portal, live chat features, and integration with other applications such as Salesforce and Google Analytics. Live chat in Zendesk Source. Zoho Desk is a cloud-based knowledge management suite that offers ticket management features, self-service capabilities for customers, and agent productivity tools.
It helps you convert Facebook or Twitter posts into tickets that can be easily tracked and responded to from the tool. You can add specific keywords to filter social media posts and messages and have them converted into tickets automatically. Ticketing dashboard in Zoho Desk Source. Here are a few key questions to consider asking:. This article was updated on April 9, Content Writer at Capterra, passionate about technology and software research.
Based in New Delhi, India. I love playing cricket and listening to music. Comment by baguz on Aug. But need best conversation for it. Comment by Tirena Dingeldein on Jul. Choosing software can be time-consuming and difficult. What kind of software are you looking for? Comment by Christopher D Hill on Jul. Comment by Tirena Dingeldein on Jun. Comment by Ahmad Saeidifar on Jun. Comment by Nora on May.
Comment by Gillian Foster on Mar. You can keep the Knowledge Base internal to the company, or share certain articles on the public web. For example, two options might have the same cost, but if one gives you access to other tools along with knowledge base capabilities, it probably holds a lot more value, making it the better choice. First, you can consider how many separate functions a tool can perform.
You could also think about how well it integrates with other tools you might use in conjunction with it. Second, you can consider how well a tool will grow with you and your needs as time goes on — there should be a balance between buying for now and for the future.
But buying a tool that can cover your needs for the next months is probably a smart move. That applies to both those using it internally and those using it externally. With knowledge base software, you need to consider the experience of creating and maintaining a piece of content as well as the experience of finding and interacting with content as a customer. The only way to really know how easy or difficult something is to use is by actually using it.
Getting hands-on experience with a product will give you way more insight than any demo ever could. You should also ask to see existing examples of knowledge bases created using their software. That way you can get a better idea of how a customer would experience interacting with the product, too.
Investing in a new tool is always a big decision. Make sure you define your needs and goals upfront. As you learn more about different products, they may shift some, so you need to be a bit flexible, too. After spending a few years working as a support agent, Jesse made the switch to writing full-time.
He works as a Content Writer at Help Scout, hoping to help improve the agent and customer experience. Want to learn what Help Scout can do for you? See for yourself with a free trial — we'll happily extend you if you need more time. Try for free. Help Scout vs. Zendesk Customers rank Help Scout's support tools higher than Zendesk in nearly every category — and it's just a fraction of the price.
Compare side-by-side. Recommended Reading. Jesse Short After spending a few years working as a support agent, Jesse made the switch to writing full-time. It provides users a place to find answers to questions and guides related to a product, all by themselves. Simply put, a knowledge base is a platform that includes a collection of questions, answers, guides, and documentation related to a product or service. Users are able to type a few words and find answers to common questions about the product.
There are also private knowledge bases. These are collections of documents you create as a resource for your teams. For example, you can create a private knowledge base for your customer support team to help them find answers to common questions much faster. This involves waiting hours until you receive a reply to your email.
Or waiting on-hold on the phone, jumping from one support representative to the next. Knowledge base systems are a great solution to this decades-old problem. It provides a convenient self-help service to users. More importantly, it helps save businesses lots of resources otherwise spent answering common user questions. Another benefit of making a knowledge base is discoverability. A knowledge base gives your business a huge boost in SEO to rank well on Google.
You can rank for search terms like questions related to your product using your knowledge base articles as well. Start by making sure your KB software supports these features. One of the main features of an effective knowledge base is the search box. Users need to be able to search for articles and guides on your knowledge base to find solutions to their problems.
As a result, a properly functioning search system provides is a must-have. When building a knowledge base you should always put users first. Being able to easily create all these types of content using a simple and easy-to-use back-end system will go a long way to serve your customers better. With lots of knowledge articles in one database, you could easily get lost while updating and adding new content. A simple archive and categorization system help keep the entire knowledge base organized.
As well as make it easier to browse. Sometimes when sharing knowledge through an article you need to include additional downloadable content in your guides and posts. Like PDF files, templates, video files, etc. If your knowledge base system supports file attachments you can attach these additional files directly in the articles.
A great way to improve your knowledge base is to get feedback from users. A simple thumbs-up system is more than enough to learn if an article in your knowledge base was helpful to users or not. With analytics, you can learn which knowledge base posts perform better and which creates more bounces. This will allow you to keep improving your knowledge base and create more helpful guides.
KnowAll is our best selling theme that allows you to build a fantastic knowledge base on your WordPress site without any coding knowledge. KnowAll is a theme built for WordPress. WordPress is a free platform you can use to build all kinds of websites, including complex knowledge bases.
The KnowAll theme will add all the functionalities you need to build a well structured knowledge base. Plus by adding plugins to your WordPress site, you can add new features, functions, and integrate third-party apps with your knowledge base in just a few clicks.
KnowAll has a beginner-friendly user interface, simple category management, and a great customizer to align the design of your knowledge base with your branding. Setting up a knowledge base website using WordPress is really easy. You need to start by hosting your website.
Compared to other cloud-based knowledge base systems, this is much cheaper. Some hosts offer to install WordPress for you.
Once you have WordPress setup and installed, you can then get a WordPress theme and a knowledge base plugin to turn your WordPress installation into a complete knowledge base system. WordPress is completely free to download and use forever. However, you still need hosting, a theme, and a knowledge base plugin to setup a knowledgebase system. Document is an extremely simple software designed for doing nothing but creating well-organized knowledge base platforms.
The software is trusted by many leading brands such as Microsoft and Harvard University as well. The cloud-based app features a beautifully minimal and clean user interface for making both private and public knowledge bases. It also includes an easy-to-use markdown editor. Document features a very beginner-friendly setup process. And it provides tools to serve both content creators and customer support, representatives.
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