Knowledge Base
A knowledge base is a centralized repository of information about a company’s products, services, and processes. The main goal of maintaining this information is to provide self-serve support to customers and employees to address queries about the product or service usage.
Instead of speaking to customer experience engineers, inquiring through emails, or raising tickets, users prefer to find information themselves to resolve queries faster. This is where a knowledge base helps customers independently solve issues and assists employees in determining solutions to customer queries they’re resolving.
The articles can be created from scratch in DevRev, or they can be hosted on your own domain. Additionally, you can scrape articles from a previous database and import them into DevRev with the assistance of our support engineers.
There are multiple benefits to a knowledge base that can be accessed directly and through AI:
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Increase employee efficiency: Agents have a single source for solutions to customer queries, reducing their dependence on other team members and helping them quickly resolve customer issues.
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Reduce the need for ticket creation and dependence on agents: Customers can find answers to their issues by browsing through the knowledge base, reducing their need to create tickets or talk to an agent.
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Availability of information at all times for customers: Customers can access the information in the knowledge base at any time and find solutions to issues whenever they need it.
DevRev offers a knowledge base feature that allows companies to centralize all their product, service, and process-related information. This information is organized into articles, which can be further categorized into collections. These collections enable the grouping of articles under common themes, issues, or topics. This categorization enhances customers' browsing efficiency, as they can directly click on a collection and find related articles. This streamlined access helps customers resolve issues or gain more information about the company's products and services more effectively.
DevRev’s knowledge base is complemented by an AI-enabled search option, allowing customers to type in their queries. The AI analyzes all information within the knowledge base to provide the most relevant information to the customer.
Knowledge base articles in DevRev can be accessed by customers through the PLuG widget and customer portal.
In the PLuG widget, articles are available in two places: the search bar and the Help section.
Search bar
Help section
Users can also view articles grouped into collections by visiting your help center hosted on your website. The visibility of collections and articles depends on the Visible to settings configured.
