Build a knowledge base by mining your support tickets for common questions, then turn them into articles your reps can link instead of answering the same thing over and over. Use AI to rewrite and adjust tone, and track which articles actually help customers with views and helpfulness ratings.
So not every question that a customer has needs to be addressed.
From your customer support.
Reps. That's.
Why a knowledge base exists.
A knowledge base is a collection of articles that customers use to get answers to their questions. So pro tip here, look through your ticket reporting to understand what are the most common questions that your customers are asking, and use those to create knowledge base articles so that your support reps don't have to answer.
It every single time.
So give your knowledge base a title.
And an answer.
And just like in our help desk, we can enlist the help of AI to either rewrite, expand, shorten, or change the tone of.
Our knowledge base article.
Of course, like everything else we have, you can see insights into your knowledge base articles.
Including views.
The average time.
Customers spend.
On articles, the helpfulness.
Rating, and more.
