Knowledge Management
Increase self-service and agent productivity with a single source of truth.
Provide consistent service to your customers
AppBase allows you to easily customize your ideal knowledge base. Use either an internal base, a support agent-only base, or a customer facing help desk, for any of your knowledge management needs.
Help customers help themselves
Your customers are always on the go, they want to use your knowledge base more than they want to contact support. Create a branded help center that embeds right into your existing portal and integrates with your chatbot.
Onboard new employees quickly
Grow your team more effectively by organizing all relevant knowledge in one place so new agents don’t have to run around for help. Plus make it easy to roll out new products or services.
Keep content fresh and accurate
Teams can review, approve, and publish content across the entire enterprise. Define who can manage certain articles—including editing and publishing permissions—ensuring that the right people are always in the loop.
Assist agents with article recommendations
Proactively offer knowledge suggestions to agents, in real time, while they are handling calls or chats. Leverage information about the customer, their products, and their journeys to ensure both accurate and relevant answers.
The right tools to manage knowledge
Multiple knowledge spaces
Separate knowledge into different product lines, departments, customer segments and roles.
Microsoft Word authoring
Import articles from Microsoft Word to make the knowledge authoring experience and learning curve simpler and shorter.
Powerful APIs
Design sophisticated customizations to automate and enhance the customer experience with AppBase’s thousands of APIs or easily create new APIs.
Likes, dislikes and comments
Identify what’s working and where there are bottlenecks by seeing how your employees rate and comment on articles.
Rich content
Create articles with photos, video, embedded YouTube and more with an easy-to-use WYSIWYG editor. Customize on the HTML level if you need even more control
Access control
Choose who can view your knowledge base. Keep content for agents-only, certain teams, or open it to the public in your help center.
