Knowledge Base

How do you answer thousands of unique questions without taxing your call center? The Service Suite Knowledge Base is a powerful self-service solution that delivers instant answers to your customer’s questions. Our 100% web based solution requires zero software to install and can handle organizations of any size. Deployment requires only cut and paste of HTML snippets on your website. If you require a solution hosted on your own servers see our Enterprise Server.

Your customers will love the ease of use and relevant results the knowledge base offers while your staff will enjoy the powerful managerial features.

Key Features

• Powerful Natural Language Search Engine
  Most of your customers don't know what a boolean expression is. Why force them to understand them? Our system understands questions in plain English and delivers relevant results. More answers found in less time equal satisfied customers.
• Web Site Spider
  Your staff spent lots of time developing your web site… why not make it more accessible to your customers? The Service Suite Knowledge Base includes a search engine spider which indexes your web site pages and returns relevant pages with search results.
• Solution Wizard
  Help your web visitors troubleshoot problems step by step with a Solution Wizard. Customers select from a variety of questions to drill down and find a solution to their problem.
• Automatic FAQ Generation
  Frequently asked questions are automatically created and ranked based on knowledge base usage.
• Batch Import
  Do you have a large amount of documents you wish to import into Service Suite? Use our convenient batch import facility. Adding new documents and categories is quick and effortless.
• Support for Popular File Types
  Service Suite Knowledge Base is compatible with most popular file types including Word, Excel, PDF, HTML, and more.
• Glossary
  Explain acronyms and technical terms with ease with a web site glossary.
• Fully Embeddable & Customizable
  Change the look of your knowledge base to match the rest of your web site or embed it directly into an existing web page. Either way Service Suite Knowledge Base can accommodate you.
• Escalation to Different Channels
  If your customers can't find the answers they're looking for they can escalate the search to a chat or other channels including a web form, e-mail, or telephone.
• Reporting
  Powerful managerial reporting gives you the full picture of your knowledge base activity. Article popularity, success rates, and search keywords are all tracked.

Learn More

Intrigued? Feel free to contact us for more information.