Knowledgebase software for self-service support
By providing your customers with 24/7 access to answers on an online knowledgebase, you can reduce customer support tickets.
Create an article once, that solves an issue for hundreds of customers in the future.
Give your customers the knowledge platform they deserve
Improve the quality of your content and support with a publishing platform where you can provide customers with more than just a helpdesk.
Reduce the number of tickets created by suggesting articles in your knowledgebase if they match a customer's queries.
Help yourself
Empower your customers with a Knowledgebase
Ticket Deflection
Create an article once, that solves an issue for hundreds of customers in the future. Ticket deflection occurs when customers are able to help themselves to information instead of opening a ticket with customer support. When done right, ticket deflection empowers your customers and frees up your support team to handle only the issues that require human intervention.
If your customer can’t find the answer they’re looking for or prefers to contact you from the start, they will start by submitting a ticket to your helpdesk.
As a customer is typing in the subject of a ticket, related knowledgebase articles that might solve their problem are suggested.
If a suggested knowledgebase article looks like it might solve a customer’s problem, they can go directly to that content and find out.
The top level goal for our knowledgebase is to steer the customer to some level of self-help, because in order for our business to scale, we need customers to have access to online-based resources that allow them to answer their own questions.
Director of Operations
find answers
Make finding the right answer easy for everyone
Customers want to find answers to their problems quickly. Help customers find solutions to their problems with ease by organizing your Deskpro knowledgebase.
Instant Search
Give customers instant answers with powerful search across the whole knowledgebase. Intelligent search suggests articles as they're typing.
Labels
Organize your library of content and help customers and agents find answers faster when they search by assigning labels to published content.
Related Content
Articles are optimized for search engines and related content can be linked. Ensuring that when customers are googling questions they will discover your answers.
metrics
Check to see if you are actually helping
Understand what answers your customers are looking for. So that you can measure and improve your knowledgebase content.
Views
See how many times your articles have been read.
Comments
Decide whether you want to allow comments on articles and posts, providing a place for customer engagement.
Helpfulness Rating
Customers can rate each article as helpful or not, giving an overall helpfulness rating.
text editor
Collaborate for easy editing and knowledge management
Creating new knowledgebase articles and keeping old ones up-to-date is easy with the fully featured publishing interface. Author content using rich and easy-to-use publishing tools with HTML.
subscriptions
Ensure your customers never miss an update
Subscriptions allow customers to be notified via email of any new articles, changes and updates to the knowledgebase.
Individual articles, categories and the whole knowledgebase can be subscribed to.
We’re always referring people to our Knowledgebase that contains over 500 articles. Customers love it that they can help themselves at any time, day or night and our agents love it because it reduces the number of tickets we receive.
President, Mariner Software
content translation
Delight customers of any language with friendly localized content at scale
Speak the language of your customers and build stronger relationships across the world by publishing articles in different languages.
Multi-brand
Scale your self-service support with Multi-branded knowledgebases
Provide support to multiple independent brands, products, services, or audiences with unique knowledgebases you can manage from one software.
control who sees what
The right content for the right audience
With Deskpro you can make content available for internal and external use on the same knowledgebase.
Usergroup Permissions
Specify permissions to limit what content customers can view.
Permissions may also be set up for internal knowledge management such as employee training, answering HR questions, or storing important documents on the same self-service support site as customer FAQs.
Your choice of deployment
Deskpro is one of the few knowledgebase systems that you can choose to run in the Cloud (Hosted) or On-Premise (Self-Hosted). Same great product, just different deployment choices.
On-Premise
Cloud
Migration Made Easy
Can't Decide?
More than just knowledgebase software
Deskpro comes complete with a whole range of powerful helpdesk features.
Deskpro is a very flexible and easy to use ticketing system environment. The integration with our Active Directory was a breeze and customer support was phenomenal. I’m very happy with the product and recommend it to every business.
