Knowledge Base and FAQs

Benefits

EBSuite's Customer Support module provides the tools to deliver superior customer service while actually reducing expense. Tools like the EBSuite Knowledge Base and the self-service web portal allow your customers to help themselves with 24/7 access to a searchable library of solutions. Case histories provide your organization with valuable information to improve services and products while reducing costs.

Multiple Channel Customer Communication
Reduce Service Calls
Offer Answers 24/7
Keep Your Service Team Informed
Create Satisfied Customers

Highlights

Control Knowledge Base Publication

Control who can view each knowledge base or FAQ article. Control access to articles for internal viewing to educate and provide a resource for your team. Or, publish each article to pre-emptively assist customers and reduce service calls.

Attach Knowledge to Issues and Cases

Improve the efficiency and effectiveness of customer support. Provide easy access for service representatives on frequently requested issues or cases with the Latest Knowledge Base Portal.

Knowledge Base Metrics

Provide service before there is a problem, and identify where customers are experiencing problems; Track and report which Knowledge articles or FAQs are viewed most frequently and by whom. Knowledge Base metrics will assist to improve service and products information and reduce customer service requests.

Searchable Knowledge Base

Publish FAQ or Knowledge Base solutions to support your internal customer support team and to support your customers through the 24/7 self-service customer service center access.