Knowledge Base features
Create a customizable knowledge base for your customers with LiveAgent. Enjoy self-service portals, articles, forums, and feedback boards. Personalize themes, a...
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Knowledge Base
Self-Service
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What is a Knowledge Base?
A Knowledge Base is a collection of information about a particular subject. - Cambridge Dictionary
A knowledge base serves as a centralized repository of information that helps organizations manage and share knowledge efficiently. It’s a critical tool for any business looking to improve internal communication and employee productivity.
What is an Internal Knowledge Base in LiveAgent?
The internal knowledge base is essentially self-service for your employees. As implied, it is only displayed internally. Meaning, only your employees can view it. Internal KB (Knowledge Base) can be a source of important company information. It can also improve efficiency, performance, and employee knowledge.
What Information Can You Share in the Internal Knowledge Base?
The internal KB can include:
- Onboarding process - New employee training materials and company orientation
- Billing/Invoicing - Financial procedures and documentation
- Company information - General company details and policies
- Organizational structure - Team hierarchies and department information
- News about the company - Awards, events, and company announcements
- Ongoing promotions/sales - Current marketing campaigns and sales initiatives
- IT self-service - How-to guides, video tutorials, and technical support for different departments
How Can You Organize Your Knowledge Base Inside LiveAgent?
To keep your company knowledge base organized, simply create different categories for different topics. For instance, you could create different sections for the onboarding process, company news, and how-to guides. This will create a structure through which your employees can easily find whatever information they need.
Moreover, you can add a Forum and Suggestions/Feedback option for each category. Thus, each agent has access to the database of common questions and answers that have been asked by other agents. This greatly reduces the time it takes for each agent to solve their problem.
How Do You Create an Internal KB?
The internal KB is usually a part of more complex software, such as help desk software. In such a system, you can create both internal and external knowledge bases.
Step 1 – Log in/Create LiveAgent Account
The first step is to log in to your LiveAgent account. If you do not have one, feel free to use our 30-day free trial.
Step 2 – Navigate to the Knowledge Base
After you log in, simply navigate to the Knowledge Base section as shown in the screenshot below.
Step 3 – Create Categories
For improved organization, create categories based on your company’s needs and preferences. Click on create and fill in all the necessary details. Don’t forget to select the internal access if you want the information to be private and only accessible by members of your organization.
Step 4 – Start Creating
After you’ve created your categories, you can begin to build knowledge base content. You can create articles, Forums, or Suggestion categories.
If you have LiveAgent, read our in-depth Knowledge base guide or check out the video demo below.
What Are the Internal Knowledge Base Benefits?
The benefits include:
- Improved customer experience - Better informed agents provide superior service
- Improved agent efficiency - Quick access to information reduces resolution time
- Higher sales - Agents can respond faster and more accurately to customer needs
- Better brand image - Consistent, knowledgeable support enhances reputation
- Enhanced level of customer service/support - Comprehensive information ensures quality responses
- Higher productivity - Employees spend less time searching for information
- Improved employee knowledge - Centralized learning resources boost team competency
Real-Life Examples
Onboarding Process
The onboarding process can be long and strenuous sometimes, especially if you do not have a proper management system. Your company has onboarded a new member of the customer service department. Thus, you need to ensure the employee is up to speed with the company information, training, and organizational structure.
More often than not, the amount of new information/knowledge is pretty stressful to remember for a new employee. Therefore, having an internal KB can ensure that the agent goes through the onboarding smoothly. All the information will be there, so the new agent can also go back and reflect on the internal information if needed.
New Company updates/Information
Even an experienced senior customer service agent does not know all the answers. Sometimes there are brand updates, new promotions, or legal changes that the agent might not be aware of. When you’re in a bind and don’t know where to find the answer to your question there is only one place to go — the internal knowledge base. The internal knowledge base enables you to search for information quickly. As a result, all agents can provide prompt and quality customer service.
How Can You Choose Software to Create a Quality Internal Knowledge Base?
When selecting software for your internal knowledge base, follow these steps:
- Write down your company’s needs and preferences - Identify what features are most important for your organization
- Research on software review websites - Look at independent reviews and comparisons
- Narrow down the best help desk software - Create a shortlist of top candidates
- Compare the price, features, usability, and customization options - Evaluate each option thoroughly
- Sign up for free trials, test each software and make a final decision - Get hands-on experience before committing
Don’t Know LiveAgent?
LiveAgent is a cloud-based help desk and customer support software that helps companies provide excellent customer service, monitor customer satisfaction, and reduce the overall cost of customer support.
To be more specific, the system displays all the customer service tickets in one place. Thus, emails, calls, social media inquiries, and live chats are all displayed in one interface and evenly distributed between your customer service agents. As a result, any company that uses help desk software can handle customer queries from different support channels in an efficient manner.
Other Popular Features of LiveAgent
- Internal calls - Make free voice calls with colleagues directly from the interface
- Automatic Callback - Reduce abandoned calls and enhance agent productivity
- Automated ticket distribution - Streamline customer support and reduce errors
- IVR - Effortlessly manage calls with customizable interactive voice response
- CRM - Manage customer interactions, track leads, and store data seamlessly
- Canned messages - Save time answering FAQs with prewritten responses
- Analytics overview - Track performance and improve efficiency
- Gamification - Boost agent engagement with badges, rewards, and leaderboards
Want to know more? Check out all LiveAgent features.
