24/7 Self Service Support
Knowledge Base software to empower efficient support and self-service
Streamline information sharing and provide self-service options, improving customer satisfaction and reducing support team workload with Deskpro's Knowledge Base solution.
Knowlegebase software
What is Knowledge Base Software?
A knowledge base is a tool for creating and managing support content. Often referred to as Help Center Software, a knowledge base provides organizations with a 24/7 support solution for customers to self-serve information.
Some key features of a knowledge base include resources for creating FAQ sections, a searchable platform that reduces customer inquiries through ticket deflection, and a way to analyze or monitor the use of support articles.
Give customers the knowledge management software they deserve
Improve the quality of your support content with knowledge base software features that provide customers with more than just a support service.
Ticket Deflection
Create a knowledge base platform that never stops working for you
Create a hub of support articles where your customers can find answers themselves instead of opening a ticket with your support team.
Your existing knowledge base articles will deflect tickets, empowering your customers and freeing up your support agents to handle the issues that require human intervention.
1 Customer goes to submit a support ticket
If someone can't find an answer or tries to contact you first, they'll start by submitting a ticket to your help desk.
2 Helpful articles related to their query are suggested
As a customer is typing, your knowledge base software will automatically suggest articles that might solve the problem.
3 Customer opens a relevant article
If a suggested knowledge base article looks like it might solve a customer’s problem, they can go directly to that content and find out.
4 Success!
Your customer has solved their problem, and your knowledge base software has intelligently deflected a ticket.
The top-level goal for our knowledge base software is to steer the customer to some level of self-help. For our business to scale, we need customers to access online-based resources that allow them to answer their own questions.John Issa Director of Operations
find answers
Help customers find the right answers
Users can search the customer-facing knowledge base to find specific articles quickly.
An organized knowledge management system lets users solve their problems, which reduces the number of tickets submitted to your help desk.
metrics
Build an effective knowledge base platform
Analyze how helpful your support content is and understand what customers are looking for to improve your knowledge base content.
text editor
Collaborate for easy editing and knowledge management
Creating new knowledge base 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 knowledge base.
Individual articles, categories and the whole knowledge base can be subscribed to.
We’re always referring people to our Knowledge Base 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.Mike Wray President
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 knowledge bases
Provide support to multiple independent brands, products, services, or audiences with unique knowledge bases 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 knowledge base.
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.
Cloud or On-Premise
Your hosted or self-hosted knowledge base
One of the benefits of Deskpro's knowledge base software is that you can choose between Cloud or On-Premise deployment.
The same great product with two deployment methods. Deskpro offers you complete flexibility and control over your support solution.
More than just knowledge base software
Deskpro comes complete with a whole range of powerful help desk features.
50% of inquiries were questions people could answer themselves, making the implementation of a knowledge base priceless.David Brooks 247Time, Leicestershire
FAQs