Knowledge Base

Create a repository of customer support articles that your support agents can easily search when trying to solve a customer ticket. Importing solutions from external sources helps you easily build and maintain your knowledge base. Sort relevant answer and use it by copying & pasting into the reply to be sent to customers. Improve significantly on resolution time and customer service.

Key Features

Create Folders group

Easily create various folders as per the topics required in Zoho Support. Also, create multiple sub folders and save knowledgebase articles in related folders.

Import

To instantly create a knowledgebase in Zoho Support, just import the files from other database in formats xls, cvs or vcf and save them in related folders. Avoid the hassle of creating same articles from scratch.

Attachments

Attach multiple files of any type into a single solution for detailed reference into the related solution. Save your valuable time in adding content from related documents to the resolution.

Benefits

  • Easily resolve customer queries by standardizing the support queries and answers.
  • Minimize the resolution time as agents can do a quick search with keywords, which yields happier and more loyal customers.
  • Enables to maintain consistency as users can provide the same relevant answers for similar type of queries.
  • Increases productivity and reduces the head count of the customer support team.

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