Knowledge Base

What is a Knowledge Base?

A knowledge base is a self-service portal that empowers your customers to find answers to their questions independently. With LiveAgent’s knowledge base software, you can create a comprehensive repository of articles, forums, and feedback boards that reduce support ticket volume and improve customer satisfaction.

Why is a Knowledge Base Valuable?

Implementing a knowledge base provides numerous benefits:

• Reduces support costs - Customers find answers without contacting support
• Improves customer satisfaction - 24/7 access to information
• Decreases response times - Fewer tickets to handle
• Increases productivity - Support agents focus on complex issues
• Enhances customer experience - Self-service options empower users
• Builds customer loyalty - Easy access to resources
• Supports multiple languages - Serve global customers
• Improves SEO - Rich content helps search engine visibility

How Does It Work?

LiveAgent’s knowledge base allows you to:

1. Create categories - Organize content based on products, services, or customer types
2. Add articles - Write comprehensive guides and how-to articles
3. Build forums - Enable customer discussions and peer support
4. Add feedback boards - Collect customer suggestions and feedback
5. Customize search widgets - Help customers find information quickly
6. Personalize appearance - Match your brand identity

4 Predefined Themes

Choose from four professionally designed themes to match your brand:

• Classic - Traditional, professional design
• Material - Modern, clean interface
• Minimalist - Simple, focused layout
• Montana - Contemporary, stylish appearance

Customize Your Brand Colors

Personalize your knowledge base by customizing colors for:

• Header
• Main action button
• Main action button hover state
• Secondary action button
• Secondary action button hover state
• Right box
• Category icon
• Article icon
• Item color
• Title color

Different Content for Agents and Customers

You can add separate articles and categories to your help desk knowledge base customer service software that are not accessible to your customers but can be seen only by the agents (internal articles, categories). This ensures that your customer support knowledge base can serve both external customers and internal support teams with relevant information.

Create Multiple Self-Service Portals

Have multiple brands or products that you manage with LiveAgent? No problem! You can create a unique customer portal for each brand or product line. This allows you to:

• Maintain separate knowledge bases for different business units
• Customize each portal independently
• Organize content by product or service
• Provide targeted support for different customer segments