The template goes like this: Title: Topic of the article. Introduction: sentences. Body: Steps the user needs to take, including images to illustrate what the user needs to do.
Template 2: The Video Hybrid A video hybrid mixes a video into your help center article. We do this because we know that not everyone has the same learning style. Others prefer to watch a video or try to figure out a solution on their own. The video hybrid knowledge base template goes like this: Title: Topic of the article.
Body: Written description of the steps the user needs to take, including images to illustrate what the user needs to do. Video s : Embedded within the article. Can be one video or multiple videos. Getting started articles are usually much longer than a normal help center article. Title: Topic of the article. Body: A list of illustrated steps that will help the new user get started. Video s : Multiple videos included throughout the article. And, most incredibly, it lets you build a full support center for free.
Just by signing in with a Zoho account, you can set up a support center with email, documentation, and a user forum, and bring in as many of your teammates as you need to manage support. Then, if you want to add a social network integration, chat, phone support, or tie in Zoho CRM, you can upgrade to a paid account. It's one of the cheapest ways to get your support center off the ground, without leaving behind any of the features you'd expect from a multi-channel support app.
Figuring out where to focus your support attention is difficult. Should you answer the emails that just came in, reply to a Tweet from last night, or see if any Facebook messages came in? Freshdesk makes it easy to decide, with built-in service level agreement SLA policies that make sure you prioritize support the way you intend.
Indicate which support channels or user levels should get the fastest support, and Freshdesk marks tickets as increasingly important based on how long they've waited. When your customer receives your reply, it will be in the format they expect. Instead of turning everything into an email message, Freshdesk lets you record phone calls, reply to Facebook messages directly in a dedicated tab on your Facebook page, and push notifications to your mobile app users when you respond.
You can even offer real-time support with Freshdesk's live chat widget on your site. See Freshdesk integrations on Zapier. It started out as a tool for customers to request and vote on new features and improvements in their favorite products. Then it added customer support tools, so you can solve your users' problems and listen to their ideas in one place. Today, UserVoice combines project management, customer support, and a forum all in one app, so you can use feedback to direct your development.
Customers can send in new public ideas or private messages, and your team can answer them all from one combined dashboard. There's even integrations with internet phone systems, CRMs, social networks and more to get as many of your support requests in one place as possible.
UserVoice watches everything going on and combines it with your public feature requests to build a project management queue for your team. You'll know exactly what to work on next—and how valuable it will be to your users—with UserVoice's support data-based project management. See UserVoice integrations on Zapier. Ever need to switch between emails as you work out a solution—perhaps answering a simpler question while thinking over a hard one, or working on multiple similar tickets at the same time?
Desk 's tabbed interface would be perfect for you. Open all the tickets you want to answer from the dashboard, then flip between each of them in tabs. It's a quicker way to work on a short list of tickets. Desk also makes sure you have the data you need at hand to help your customers out. As part of the Salesforce family of apps, Desk shows your CRM data alongside tickets if you're a Salesforce user, and it logs support questions back to a contact's profile in your CRM.
You can also tap Salesforce's reporting tools in Desk, allowing you to visualize your team's performance and find areas to improve. Want to find support tickets from users who've purchased your product more than a year ago, and also used your trial before purchasing? A simple search won't cut it, but Intercom 's detailed filters and customer profiles make it easy to find any ticket you want.
Intercom watches your customers' interactions on your site and keeps track the pages they visit, when they started a trial, looked at a pricing page, or anything else. You can then reach out to customers with messages inside your app, chat with users to answer their questions before they make a purchase, then reply to their support emails later on—all from the same app.
Intercom's support interface lets you jump between emails quickly, and reply in short, chat-style messages. On the right, you'll see the contact's full profile—including the last time they visited your site, the number of times they've used your app, and more.
You can even integrate your support center into your mobile app with Intercom's iOS and Android code, and respond directly in your app—even while you're on the go. And at the same time, Intercom can send automated emails and other marketing messages to keep customers engaged and offer proactive support or tutorials. See Intercom integrations on Zapier. Interakt is a great option for an email marketing-focused CRM that also handles customer support. Web apps are great—they work on almost any browser, and don't require any installation or downloads.
But sometimes, it's nice to have an app designed for your computer, and Kayako offers that for almost every device. You can answer support emails from the web and mobile apps, then take calls and field live chats from the desktop apps to make sure you never miss anything. Kayako also includes an advanced support center that helps your customers solve more of their problems on their own.
You can include documentation articles, tutorials, troubleshooting guides, and news all in your knowledge base. Whenever someone has a problem, Kayako searches through all of that before letting them send an email. Then, it pulls all of a customer's chats, emails, billing, logs and more together whenever they get in touch, so you'll know exactly how to solve their problems. Wonder how much time your most difficult support tickets take to answer?
Wonder no more. HappyFox include a time tracking tool right inside its team inbox, to see how long it takes to answer each email. You can then bill clients for priority support, or adjust your team's goals based on the tracked time. Simpler tickets can be cleared out right from your support dashboard, without having to open a new page. HappyFox also takes away another bit of guesswork you'd have with most support centers: how to migrate your data. It can import existing support tickets from Zendesk and Desk, and its reports let you export your HappyFox contacts, tickets and more in spreadsheet formats.
Its mobile framework even accommodates other customer support apps, to keep you from feeling locked-in. See HappyFox integrations on Zapier. Answering support tickets well without knowing the full context is difficult at best. Something that seems to be a difficult question might be much easier to solve if you saw the customer's previous interactions with rest of your team. LiveAgent makes this simple by pulling ever interaction your team has with a customer into a continuous, chat-like thread.
You'll see their previous emails, chat sessions, and more—everything they've ever talked about with your team will be right there, to make solving today's issue easier.
LiveAgent is focused on real-time support, with a live chat widget for your site and SLAs to ensure you provide on-time support to your best customers.
But it also can help your team from burning out, by letting each support team member set their own schedule and keep new tickets from coming into their queue while out of office. With each interaction in one place, it'll be easier for others to pick up where you've left off, so you can step away and then jump back in ready to tackle brand-new tickets without leaving anyone waiting. See LiveAgent integrations on Zapier. Email doesn't have to be the quickest way for your customers to get their problems solved— Reamaze can help them get answers right inside your app.
Build your help docs in Reamaze, then embed them into your website or app, right along with Reamaze's chat widget. Whenever your customer gets in touch, you can see their account inside your app, and know exactly what they've purchased or the problems they've had in the past. You can then help them with their orders and more, without ever having to ask for extra info. Reamaze also lets you monitor an email address or social accounts for help messages, and brings everything together for you to answer in one place.
But with your help built so deeply into your app, you'll be more likely to get all the support tickets right inside your app anyhow. See Reamaze integrations on Zapier. Ever wondered what support requests your competitors are getting—or if your customers are having trouble but don't ask your company for help?
Deskero helps you find out by monitoring social networks right alongside your support requests. It can pull in any support requests you receive from LinkedIn as well as Twitter and Facebook, then monitor each network for mentions of specific keywords. That'll let you find people who need your tool and see what your competitors are doing, right along with your regular support. Deskero isn't just about social support, either. Its support interface helps you stay on top of everything. You can preview entire support email messages and write your replies right in the dashboard, without ever having to jump back and forth between screens.
There's live chat to help customers in real time, mobile apps to help customers on the go, and more. And if you ever need to switch to another customer support app—or want to analyze your support and social data—there's XML exports to take everything with you. Your customers are telling you what new features they'd like to see and what bugs need fixed every time they send you a support ticket. Whether they directly ask for it, or just mention a problem that bug or lack of feature is causing, each support ticket should be a vote, a reminder that you should get this fixed.
UserEcho helps you keep that in focus. It's a forum-focused support tool where your users can ask for new features, add comments and thoughts about them, and upvote their favorite ideas. Forgot your password? Not a member? Join Now. Already have a Spiceworks account?
Log In. If you don't receive the email, please check your spam folder or have us send it again. IT pro with questions about Spiceworks? Contact Support. Need some help? Explore your knowledge base:. Collaborate with your team. Write articles on your environment. Help users help themselves and save time. What IT pros have to say:. Log in to Spiceworks. Your company can spend thousands of dollars, and your employees waste a significant number of working hours going to classes.
Often, the results fail to meet expectations. When you use a knowledge base software to educate your employees, you cut down costs and get better results. Your staff can learn at comfortable hours, that suit their availability. Another advantage comes from the fact that you can use the same content over and over, every time you need to train a new group of employees. Even better, you can perform updates without having to rewrite courses from scratch whenever needed. Besides training your employees, your HR department can use your knowledge base software in other ways to increase efficiency:.
An internal knowledge base is a modern tool to train employees and make communication easier. A knowledge base can give you in-depth information about the way in which your customers interact with your product and feel about your brand.
The best knowledge base software integrates analytics that provides you with valuable data about your users. Based on what users are searching for in your knowledge base, you can identify trends and hot topics in your industry that you can use to improve your content strategy. Learn to read between the lines and to get the most from the data provided by analytics.
Focus on the motivation behind each query in your knowledge base to understand what generates the need for customer support. Ask yourself:. What is the user trying to accomplish with each question? When you find the reason behind the search, you can identify pain points and gaps in the market. The information that you gather using a knowledge base software is the best starting point for developing new, better products or for introducing additional features to your existing software.
A knowledge base has immense marketing potential. It keeps your current customers satisfied and can hook new clients looking for SaaS companies that include robust knowledge base tools with their product.
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