Empower your customers with robust knowledge bases and user forums.
Empower both customers and agents
Self-service resources that lead to faster resolution
Build smart, self-service knowledge bases that enable your customers to seek solutions to their inquiries, and your agents (both seasoned and in-training) to find information that helps them better assist customers.
Leverage the collective wisdom of your customers by creating interactive user forums help foster an engaged community and facilitate conversations among your users.
Customize your communities
Maintain complete control over your brand
From agent-only to customer-facing, create as many knowledge bases and user forums as you need to meet your goals.
Manage with ease
A system that’s integrated, intuitive, and intelligent
Treat forum posts as another integrated channel within your support system that agents can respond the same as any other case. Set up workflows to escalate posts that need attention to the appropriate person.
Once your knowledge base is set up, it’s super easy to maintain. Your team can add to it gradually over time and even relate articles to cases or create articles from case activities.
Set up an editorial process by assigning permissions for writing, editing, and publishing, and ensure that your articles are always up to date with auto-expiries.
Measure the impact
See what is resonating with your customers and what needs to be revised
With in-depth community reporting that gives you visibility into your customers’ activities, uncover important data such as forum users, article views, comments, likes, and dislikes, then use that information to inform content gaps and improvements.
Communities are built using the Liquid templating language allowing you to create a completly unique community that matches your needs.
Do YOU WANT TO SEE HOW IT WORKS?
Fill out the form below and we’ll show you how easy it is to use Supportbench to streamline processes for your agents, keep your customers happy, and grow your business.