FAQ / Knowledge base

Self-service at its best: give visitors quick and efficient answers online

And lower your service costs by up to 35%.

• Help visitors find immediate answers to their questions using LivePerson's powerful combination of dynamic FAQs, category browsing features and search technology
• Using a knowledge base allows you to disseminate both product and customer service information
• Offer visitors seamless escalation to assisted service channels (email, live chat or voice) if they don't find the exact information they're seeking
• Supply agents with insight into the knowledge base searches of visitors, so they can understand the sequence of events leading up escalated incidents

» View the flash demo LivePerson's knowledge base solution, or see our product at work in our own customer support center.

Knowledge base is easy to use

LivePerson's knowledge base system turns your list of frequently asked questions into a powerful self-service database. Visitors can easily find the information they need, either by browsing by product or category, or by entering a natural language question in the search bar.

And it's just as easy to set up and maintain. The built-in HTML editor means there's no need for an HTML programmer or Webmaster to be involved.

Integrated solution

LivePerson's knowledge base fully integrates with all other online communication channels:

• Visitors who don't find answers in the knowledge base are automatically escalated to an agent (live chat or email)
• Agents have direct access to the knowledge base while handling live chat and email inquiries
• Automatically link or paste articles into email responses, providing greater consistency and lowering costs

Real-time monitoring and refinement

Monitor visitors browsing and searching your knowledge base in real time. Use this insight to refine your knowledge base and serve visitors better when they enter into a live chat.

 

Main Features of LivePerson's Knowledge Base

Main Features Details High performance search engine Get fast and accurate responses with our natural language search engine Dynamic FAQ generator FAQ list is based on the number of times documents are selected Category/product classification Unlimited number of category, subcategory level and products Organize articles by categories and/or products Public or private (Intranet) articles Provide resources for all visitors Limit to internal usage (your site operators and administrators) Integrated HTML editor and spell checker Put HTML tags into your knowledge base text, for example, you can mark up your text with bold tags, italics, images, and headings Built-in spell check to help proof your content

» Click Here for a detailed list of LivePerson Pro and LivePerson Contact Center features.