KnowledgeBase
Optimize product information, empower support agents, and deliver round-the-clock customer support.
Executive Summary
KnowledgeBase by LiveChat is a software solution designed for creating and managing comprehensive knowledge bases. It empowers businesses to provide lightning-fast customer support and facilitate effortless self-service by centralizing product information and support content. This tool is an essential add-on within the LiveChat ecosystem, optimizing information flow for both agents and customers. The platform helps businesses streamline their support operations by enabling support agents to quickly find relevant content and assist customers more efficiently. Concurrently, it supports round-the-clock customer support through a self-service portal where customers can browse topics or search for answers independently, significantly reducing the load on live support teams and improving customer satisfaction.
Use Cases
- Providing self-service options for customers to find answers independently.
- Empowering support agents with quick access to product information and solutions.
- Optimizing product documentation and support content management.
- Reducing customer support volume by deflecting common inquiries.
- Creating an internal knowledge base for agent training and consistency.
Features
Visibility
- Agent App Integration: Access and utilize the knowledge base directly within the LiveChat Agent application for seamless support.
- Public & Private Content: Manage content visibility, allowing specific articles for customers (public) and others for internal agents (private).
- Intuitive Content Editor: Create and format articles easily with a user-friendly editor.
Intelligence
- Search Analytics: Analyze customer search queries to understand information needs and identify content gaps.
- Article Performance Tracking: Monitor views, ratings, and feedback for individual articles to optimize content effectiveness.
Support
- Self-Service Portal: Provide customers with a searchable, always-available portal to find answers independently.
- Agent Assist: Empower support agents to quickly find and share relevant articles during live conversations.
- Chat Widget Integration: Seamlessly connect KnowledgeBase with the LiveChat widget for integrated customer support.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Integrations
- LiveChat
Security & Compliance
Certifications: GDPR, HIPAA, Privacy Shield, CSA STAR, SOC 2
Pricing
- Model
- Monthly subscription
- Starting Price
- $49/mo
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Monthly
- Free Trial
- Yes, 14 days (no credit card required)
About livechat
LiveChat is a public SaaS company that provides an AI-powered customer service platform, offering live chat, helpdesk, chatbot, knowledge base, and website widget solutions to help businesses engage website visitors, automate support, and improve customer satisfaction in real time.