Knowledge Base / FAQs / Forums

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Knowledge Base article

Customer Self-Help is a valuable initiative for organizations who want to expand their customer communication capabilities online, while reducing their overall customer management and support costs. Recent studies have shown that up to 86% of customer queries can be answered online without human intervention, however most company’s websites are not prepared to support this level of self-help initiative.

With the advent of newer technologies and more dynamic communication tools, organizations of all sizes can benefit from streamlined customer support, with less drain on their employees, resulting in a more informed, happier customer.

To support the growing self-help initiative, the Customer Feedback Center provides companies with an easy to use and fully integrated Knowledge Base system. In addition, we have included feature-rich User Discussion Forums as a part of our system, which helps companies gain better insight to customer feedback and requirements, while providing an increased level of online resources and support.

Knowledge Base search

Key benefits of the CFC’s Knowledge Base & Discussion Forums:

  • Find answers to the most commonly ask questions defined by you in the CFC Knowledge Base before submitting support requests or calling for support
  • Search the Knowledge Base by keywords and categories
  • Set up and moderate discussion forums, allowing customers to share information with one another, while providing your company greater insight into their needs

The capabilities of our Knowledge Base & Discussion Forums include:

Feature Details Description
Easy Creation and Article Management Advanced text editing, spell checking and simple publishing
Unique ID’s Alpha-numeric identification & category assignment
Advanced User Options Articles allow users to: print, bookmark, email, provide user-ratings and provide article feedback
Forms Integration Forms Integration prompting users with Knowledge Base results prior to final submission of support requests
Key-Word Query Keyword search capabilities
Multi-Language Multi-language support based on user’s language preferences
File Integration Dynamic Document / File Integration for easy access to files and downloads directly from the Knowledge Base
Real-time Reporting Unique customer tracking and reporting on each customers’ Knowledge Base searches
Highly Secure Roles-based security access