Comm100 Knowledge Base is a new channel that integrates with Comm100 Live Chat. It has the same features as many common knowledge base systems, but with the added ability to integrate with Comm100 Live Chat – allowing you to provide a better customer and agent experience through self-service.
The integration between Comm100 Knowledge Base and Comm100 Live Chat allows you to offer a self-service option through a knowledge base search function within the chat window prior to chatting. Additionally, your agents can have quick access to knowledge base articles within their Agent Console.
Visitors may have quick questions that can be resolved by simply viewing a link. However, sometimes they may have to ask your live agents because they don’t know where to find your knowledge base articles.
Allowing visitors to search the knowledge base within the chat window before chatting, or submitting an offline message, helps them to quickly locate what they need – which is especially useful when agents are offline.
When visitors click on an article from the search results, the article will be opened in the Side Window which sits on the left side of the chat window. This allows visitors to keeping browsing or doing operations on the same page while reading trough the knowledge base article.
Providing a knowledge base search function directly within your chat window means you can stop your agents being asked simple questions by customers. This can help you to reduce your chat volume so that your agents can focus on the customers that need their help most.
Being able to search the knowledge base within the Agent Console allows your agents to copy knowledge base articles and use their content like canned messages. This means that they don’t need to switch back and forth between the knowledge base and Agent Console to find and supply answers to visitors.
Each business has its unique branding and preferences on designs. Our New Knowledge Base allows you to fully customize the CSS code of the knowledge base, as well as the designs of your articles, categories, search results, and 404 Error (page not found) pages.
You can create multiple knowledge bases if different products, branches, or departments need to have their own knowledge bases with different visibilities and settings.
Building a repository of help articles is simple by using our WYSIWYG editor. You can organize your knowledge base articles by categorizing and tagging them, as well as enabling Helpful/Not Helpful ratings to gain insights for improvements.