The Knowledge Base: Your One-Stop Information Hub

Hello Everyone!

As we celebrate Deepavali, the festival of lights—a time when our homes and hearts glow with warmth and joy—we at Zoho Desk wish to bring the same light to your customer service. With our Knowledge Base module, we aim to illuminate your path in sharing knowledge and wisdom with your customers, enhancing their experience and your service.

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The digital world has brought information at our fingertips, making it easy to find solutions. Besides this, Kiosks at airports, train stations, and metros still do a great service offering up-to-date information.  

Customer support includes providing the digital Kiosk through the Knowledge Base.  A furnished self-service portal with peer-reviewed articles from authenticated authors lets search engines crawl and bring accurate information to the top for customers to refer whenever required. 

Offering Self-Help 

ZylkerShop used the Knowledge Base module in Zoho Desk to increase the autonomy of customers and empower them through its Knowledge Base. ZylkerShop created a repository of information to educate users on its products and help them walk through various retailing processes within. Feedback on the articles was tracked as tickets to address the users accordingly. 

Knowledge Base Setup 

The Knowledge Base (KB) was segregated based on user groups, language, IP addresses, topics, subtopics, and the product categories offered by ZylkerShop. Articles were drafted, reviewed by moderators, and published. The relevancy of information on the articles was tracked with an expiry date for the article, raising the need to update the article. In case of outdated information, the expiry date on the articles helped in tracking the articles to update them periodically. 

KB Management 

The admin set up permissions to specific agents to update, edit, or moderate changes to Knowledge Base articles as required. The articles had different versions to track the number of revisions. Meta tags were added to the articles for search engine optimization to enable crawling of the keywords. The Knowledge Base provided options to follow the article, print, download, or even view in a readable format through clickable icons. 

By using the settings available within the Knowledge Base module, ZylkerShop helped customers become self-reliant, save time, and contact support only for complex issues. This served well both ways, for the customers as well as the support representatives. 

What's more? 

Zylkershop was motivated witnessing Zoho Desk using its own knowledge base to educate its customers and serve them at its best. 

This does not end here. The Knowledge Base is accessible to the users from the Help Center. Zoho Desk offers customization options to present the Knowledge Base in a way that aligns with the organization's goals. 

This Deepavali, celebrate the profound triumph of Knowledge by empowering your customers with the Knowledge Base module in Zoho Desk.

Happy Deepavali! Here’s to new beginnings and brighter days ahead. Wishing you a luminous and insightful festival filled with prosperity and growth!

Stay tuned for more exciting updates to come.

Warm regards,

Lydia | Zoho Desk

• Topic Participants

• Lydia | Zoho Desk

  

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