Knowledge Management

Customer Management | Ticket Support Software

https://www.wixanswers.com/

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Product Overview

KNOWLEDGE MANAGEMENT
Reduce contact volume, put your knowledge first.
Give customers and agents the information to resolve issues faster.
Save time and effort with integrated knowledge
Create a self-service center for your customers, an internal knowledge base tool for agents, and a go-to content hub for any department in your company.

Specifications

KNOWLEDGE MANAGEMENT - FEATURES
Make it the project everyone loves.
Easily create, manage and optimize knowledge that can actually be found.
Create.
Build a knowledge base tailored to your brand and create help articles to assist customers, guide support teams or keep employees updated.
Category management
Structure content in a way that is easy to manage and quick to find.
Multilingual support
Expand global support operations by localizing your content and serving customers in their own language.
100% customizable
Use CSS and JavaScript to make your knowledge base fully aligned with your brand
Manage.
When knowledge constantly needs to be added, updated and reviewed - master it all through one article dashboard.
Efficiently control all aspects of knowledge management.
Advanced filtering
Use filters to view articles that match the conditions you define. Add as many filters as needed to fine-tune the search.
Privacy settings
Decide who can view your content. You can make it public, company-only or for signed-in customers.
Add and publish articles
Create articles for product releases or roadmap plans and publish only when they become relevant.
Built-in analytics per article
See article's total views, votes, related tickets, and published version history right from the dashboard.
Articles versioning
Whether you had to go back to a previous product version or you found that another article version was performing better, you can switch back at any time.
Task management & collaboration
Increase productivity by enabling collaboration and assigning tasks to the right person to keep workflows blocker free. Stay on track by optimizing and translating content simultaneously through tasks and internal notes.
Consume.
Make it simple and convenient for customers to find answers, wherever they are.
Enable customers to immediately find your content, no matter where they are.
Built-in search
Results are kept precise with advanced search algorithms that improve over time through customer queries.
SEO
Use out-of-the-box SEO so customers will find your answers where they search the most — on Google.
Mobile optimized
Your help center is fully optimized for mobile, so it will look great on any device.
Contextual help widget
Provide relevant answers wherever users get stuck in your product or website. You can embed an unlimited number of help widgets to display contextual content.
Optimize.
With rich insights and customer feedback, track your content’s performance to identify knowledge gaps or the need for product improvements.
Ensure knowledge measures up to your needs with clear insights.
Most viewed
See which articles are viewed the most to get insights on customer needs and product weaknesses.
Feature requests
Customers can help you decide what to develop next by voting for new features or improvements.
Helpful/unhelpful
Understand if articles were helpful or not, so you can make relevant content improvements.
Recurring search terms
See which terms customers repeatedly search for to understand where your help center may be lacking in content.
Known issues
Inform customers about bugs and issues you're aware of, so they'll know that it's taken care of.