Provide a central, searchable self service knowledgebase to address common questions, provide solutions or share helpful articles to better support your customers. Help customers or employees find answers immediately around the clock reducing overall inbound support inquires.
Our documentation tabs let you easily create dedicated areas within your support portal to host & manage more in-depth product documentation. You can create any number of documentation tabs from within the Administrator Control Panel. All documentation tabs have a unique view separate from regular knowledgebase tabs. This view is optimized to help customers & agents navigate larger sets of product documentation.
Troubleshooter or FAQ tabs work similar to regular knowledgebase tabs with the additional option to define a series of questions or steps at the bottom of each article. When reading an article users can select from one of these options to proceed to the next article which can present against present further options or show the final answer.
InstantKB can search across all your knowledge in real-time at the speed of type. This is helpful for both customers & agents to help quickly find answers. InstantKB supports ranked indexed based searches meaning regardless of how many articles you add to help your customers you'll always see super fast search performance with full relevancy ranked results. InstantKB will even search within common files attached to your articles and will also search within all user submitted comments.
InstantKB has a public commenting system allowing users to post comments below any article. Your users can rate up or down other user comments ensuring the most helpful comments bubble to the top. The permissions & moderation options for public commenting can be fully customized or completely disabled via the administrator control panel.
Creating high quality content to support your customers is critical to help reduce inbound support and to answer the most common questions your customers have. InstantKB makes it super simple to create & manage beautiful support content.
Easily relate similar support content with just a few clicks to help customers find all relevant information around a particular topic or specific problem. You can also link to external supporting articles or resources if needed. All related articles and external links are shown below each article within your support center.
It's often helpful to provide supporting resources within a file download. InstantKB makes it super easy to attach any number and type of file to your articles. File attachments will appear below articles within your support center. Administrators can white list the allowed file types content authors or support agents can upload.
InstantKB lets you tag articles with any number of keywords or phrases. You can browse articles by tag or use tags to ensure articles appear within search results if users search for a particular term. Articles that are tagged with a keyword or phrase used within a search will be ranked very heavily within search results allowing you to bubble specific content to the top within search results when specific keywords are used.
When editing any article you can see how users have rated the article & review any optional private comments users may have left when they rated the article. You have full control to delete individual ratings or reset the entire rating for any content within your knowledgebase.
Display information unique to your business alongside each article. As an administrator you can rearrange fields or customize the visible fields shown alongside your articles. The visible fields can even be customized on a per user group basis.
Ticketing
InstantKB boosts a number of powerful ticketing features to save agents times and help agents quickly respond to every customer question.
Multi Channel
InstantKB can monitor multiple inbound support channels and pull every customer question from these channels into a single, searchable dashboard.
Self Service
InstantKB supports the publishing of articles, FAQs or product documentation all 100% mobile ready and accessible 24/7 to your customers & agents.
Automation
Route inbound support tickets from any channel to the right agent or automatically escalate tickets if they don't receive a speedy response.
Flexibility
Extend InstantKB to publish your own unique support content through custom content tabs or capture & manage unique issues through custom ticket tabs.
CRM
InstantKB offers several features to help you organize & keep track of the customers who contact you through any support channel.
Reporting
InstantKB features several search, content & ticketing reports to help you track, streamline and improve the support you offer.
Security
InstantKB boosts a number of enterprise level security options to help you secure your data and control access to your InstantKB installation.
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