Easily create a single repository of support articles under unique topic groups for instant relevant search. Import solutions of specific formats from external resources to conveniently build your knowledge base. Set necessary permissions for customers to view specific help documents. Insert the sorted answers quickly into the reply e-mail which saves your response time that makes your customers happy.
Key Features
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Create Folders group
Easily create various folders as per the topics required in Zoho Support online helpdesk. Also, create multiple sub folders and save knowledgebase articles in related folders with the feature Topic Template.
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Import
Effectively manage the internal communication through agents assisted channels "comments". Provide clear instruction to other agents that help in serving the customers better.
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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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