How to Integrate KnowledgeBase with LiveChat

3 min read
Feb 6, 2023
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When it comes to customer service, time is money. Consumers today have little tolerance for slow page loading speed, slow product and service delivery, or an unresponsive support team. In the age of brands competing to offer customers the best experience, achieving a lightning-fast response time is a priority.

To reach this goal, integrate knowledge base ticketing systems across platforms to make sure that queries are quickly answered with relevant information at all times. That way, you can keep up with customer requests every second of the day and provide them with the excellent responses they expect.

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Integrating a knowledge base with your ticketing system lets you provide faster support.

A knowledge base integrated with a ticketing system is an incredibly powerful solution for customer support teams. Instead of your agents having to craft lengthy answers to customers repeatedly, they can simply locate the help article inside the internal knowledge base that speaks to the customer's problem and share it in just a few clicks. This saves time, energy, and can help keep your agents motivated as they take on more meaningful tasks. Integrating a knowledge base ticketing system into your customer support workflow takes the hassle out of handling incoming queries while ensuring that they get resolved quickly and accurately.

Having a knowledge base with integrate ticketing system can really make all the difference in the world to your customer journey. Knowledge base articles allow you to integrate GIFs, video and step-by-step instructions which are all valuable pieces of content that will ensure your customers have the most comprehensive experience possible. With this type of information presented in an easily digestible format, customers quickly gain the understanding and insight they need to make informed decisions.

How to integrate knowledge base with a ticketing system?

Some knowledge base tools can be integrated with live chat and ticketing system. Such an integration can be done using LiveChat and KnowledgeBase.

LiveChat is a powerful customer support platform that comes with live chat, ticketing system, and a whole bunch of other features that allow you to provide excellent customer support. Then we have KnowledgeBase which is an easy-to-use knowledge base software. You can try it out for free.

There are two ways in which this integration is helpful.

First, you get an access to your knowledge resources inside an agent app. This means that in one screen you have the chat with a customer and your knowledge resources. There's no need for you to change tabs and browse other resources in the search for knowledge. It's all there, inside a quick search box.

Secondly, once you integrate both tools, your knowledge base pop ups inside the chat widget. Customers can browse your knowledge base before they decide to contact your agents. This way, they don't have to exchange messages, wait for replies, and deal with all the fuss connected to chat interaction.

It that's what you need, make sure you see these two articles: adding KnowledgeBase to LiveChat and adding KnowledgeBase to a chat widget.