Harvard Business Review found that 81% of customers attempt to fix problems themselves before reaching out to a live rep. That’s why Comm100 Knowledge Base allows you to make resource savings and achieve faster resolutions with a self-service option for customers. It has the same features as many common knowledge base systems, but with the added ability to integrate with Live Chat – allowing you to provide faster time to resolution with self-service.
Visitors can search for an answer in the knowledge base in the chat window. This helps them quickly locate what they need, especially when agents are offline or even before engaging with an agent.
Visitors can browse knowledge base next to a chat window to reach out for extended questions where needed. Providing a knowledge base search function allows you to reduce your chat volume so your agents can focus on more complicated queries.
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 quick access to key information improves agent knowledge and responsiveness.
Creating a repository of help articles is easy with our editor. You can also categorize and tag your articles accordingly as well as enable ratings from clients for improvements. Fully customize your KB, or even create multiple KBs for different products, branches or departments.