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Announcing Comm100’s New Knowledge Base—Better Customer & Agent Experiences Through Self-Service

It’s no longer enough to provide excellent human-led customer service – modern customers want great interactions with agents to be coupled with easy-to-use self-service functionality.

Many customers prefer self-service options even over contacting customer representatives. Rather than being a nice-to-have, self-serve is now a clear customer expectation, with 70% of customers now expecting a company’s website to include a self-service application.

Self-service functionality also helps organizations get future-ready, with big cost benefits. According to Gartner, by 2020, the customer will manage 85% of their relationship with enterprises without interacting with a human, providing serious resource savings for businesses.

We recognize how essential it is for organizations to meet these new expectations and take advantage of self-service cost and resource savings for years to come. That’s why we’re now launching our new Knowledge Base integration with our Live Chat product.

Our Knowledge Base allows customers to benefit from self-service options through a knowledge base search function within the chat window. Prompting your customers to search Knowledge Base before a chat allows them to get answers to their questions in fewer time and clicks, without needing to wait for an agent to respond to them.

Additionally, your agents can also view knowledge base articles within their Agent Console. This allows them to copy knowledge base articles and use their content like canned messages, saving them time. They can also easily switch back and forth between the knowledge base and the Agent Console to supply answers for visitors, increasing the accuracy and quality of information given.

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If you’re running a large contact center, you’ll know that your agents’ time and effort is best spent on complex queries that need human assistance, not wasted on simple, repetitive queries. By providing self-service options directly within your chat window, you can filter out those queries, allowing your agents to spend more time with the customers who need their help most.

Let’s explore our new Knowledge Base in detail.

The Basics

Comm100’s new Knowledge Base is a new channel that integrates with Comm100 Live Chat. It allows you to:

  • Build a repository of help articles using a WYSIWYG editor, categorizing and tagging them.
  • Create multiple knowledge bases so that each product, branch, or department can have their own knowledge bases.
  • Set knowledge base status and visibility, and allow Helpful/Not Helpful ratings.
  • Upload and manage images.
  • Create custom pages and use them as the home page of your knowledge bases.
  • Customize the designs and styles of your knowledge bases.

Integration with Comm100 Live Chat

Our knowledge base can be integrated with Comm100 Live Chat through just a few clicks.

1. Visitors Can Search KB Articles within Chat Window Prior to Chatting

You can choose which knowledge base to integrate with your live chat campaign, and choose whether or not to allow visitors to search the knowledge base before chatting, or submitting an offline message.

You can also set the greeting message of the knowledge base integration page, and the total number of articles to show in the search results.

search knowledge base before chatting

When visitors click on an article from the results, the article will be opened in the Side Window which sits on the left hand side of the chat window. If you’re familiar with our audio/video chat functionality, the knowledge base side window displays in the same way as the audio/video chat window.

This is a simple and clear way for customers to get the answers they need, without needing to open any new tabs or navigate to any new pages.

knowledge base side window
2. Agents Can Search KB Articles within Agent Console During Chatting

When the integration is enabled, a Knowledge Base tab will show up alongside the Info, Navigation, and History tabs.

We have also added a quick search feature, which allows agents to perform one-click searches from any phrase within customer chats. This shaves valuable seconds of time from each search, which can add up to a lot of time saved in the long run (as well as getting your customers the answers they need even more quickly!)

quick access to knowledge base within agent console

Want to Learn More?

Our new knowledge base helps businesses improve the experiences of their customers and agents, while reaping serious resource savings. Get in touch with one of our experts today to learn more about how our new knowledge base can do this for you and your business.

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Kaye Chapman

About Kaye Chapman

Kaye is an internationally-experienced writer and trainer, and an MA graduate of University College London, the world’s #1 center for Education and Social Science. Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike. Connect with her on LinkedIn.