Knowledge Base Software Features of Intercom
Overview
Intercom's knowledge base software is a comprehensive platform that enables customers to find accurate answers themselves, reducing the need for support agents to intervene. The platform provides a single source of truth for customers to reliably find answers, tips, and other important information when they need it.
Main Purpose and Target User Group
The primary goal of Intercom's knowledge base software is to empower customers to self-serve and find answers quickly, reducing the support volume and enabling support agents to focus on complex issues. The platform caters to a broad user base, including customers, support agents, and support leaders who can leverage the cutting-edge knowledge base software to deliver exceptional customer experiences.
Function Details and Operations
- Integrated Knowledge Base: Deliver help content to customers and scale your support with our integrated knowledge base.
- Contextual Help: Optimize help content for the channels customers use, such as your website, mobile app, in-product messages, or chat.
- Multilingual Support: Create multilingual articles for your global customers to provide faster self-serve answers.
- Customizable Articles: Use our editor to effortlessly add images, videos, call-to-action buttons, and interactive guides to your articles.
- Feedback Loops: Use our built-in feedback loops to clearly see what's working, or how to make articles better for your customers.
User Benefits
- Faster Answers: Provide customers with faster answers, reducing the need for support agents to intervene.
- Reduced Support Volume: Empower customers to self-serve, reducing the support volume and enabling support agents to focus on complex issues.
- Improved Customer Experience: Deliver exceptional customer experiences by providing accurate answers and reducing the time to resolve issues.
- Increased Productivity: Automate feedback and track how customers are rating your content, reducing the time spent on support.
Frequently Asked Questions
- What is the purpose of Intercom's knowledge base software?
- The primary goal of Intercom's knowledge base software is to empower customers to self-serve and find answers quickly, reducing the support volume and enabling support agents to focus on complex issues.
- How does Intercom's knowledge base software reduce support volume?
- By providing customers with faster answers and empowering them to self-serve, Intercom's knowledge base software reduces the need for support agents to intervene, reducing the support volume and enabling support agents to focus on complex issues.