Knowledge Base Management System - ZaZaKnowledge®
ZaZaKnowledge® is a comprehensive knowledgebase management system that helps in creating and maintaining the online FAQ/ Knowledge Base for an organization.
ZaZaKnowledge is an essential feature of ZaZaChat help desk software and is included in ZaZaChat PRO version.
With ZaZaKnowledge you can create, update and maintain the FAQ/ Knowledge Base of your business and allow your website visitors to find answers to their queries instantly.
What Is Knowledgebase System?
As defined by FOLDOC, knowledgebase system is a program that is used for creating and extending the knowledge base. It is programmed to provide solutions to human problems with the help of artificial intelligence and by referring to the knowledge database related to certain subject(s). The core components are therefore knowledge base and inference mechanism.
With the help of ZaZaKnowledge an organization can create and maintain its online knowledgebase or FAQ section that provides knowledge and answers to its website visitors.
The ZaZaKnowledge is completely integrated into the ZaZaChat Operator Panel and allows addition of FAQs/Knowledge Articles to your knowledge base directly from an active live chat session or a resolved support ticket (ZaZaTicket).
Benefits of ZaZaKnowledge
365/24/7 Online Support (self-service)
A professionally managed customer support knowledgebase system like ZaZaKnowledge serves your customers and website visitors even when your offices are closed and you are not there to answer the support questions. Since a knowledgebase is a collection of all of the frequently asked questions about your services, searchable knowledge base will provide answers to your customer' questions in 80% of cases.
Reduce Support Time (either during a live chat session or while on the phone with the customer)
Reduce support time and provide answers to your customers questions quickly.
ZaZaKnowledge is integrated into the ZaZaChat PRO operator panel and offers ability for support operators to search company's knowledge while chatting or being on the phone with the customer(see screen shot below)
Improve Customer Service
Good customer service is the essential component of any successful business. You can bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. If you are selling products and services online then make sure you have a professional knowledge base system that contains all of the frequently asked questions by visitors and customers in a categorized manner which is easy to navigate so that people can find answers to their questions in an easy way.
Searchable Public Articles
Give potential clients immediate access to pre-sale FAQs. ZaZaKnowledge provides a searchable database of knowledge base articles.
Searchable Private Articles
Give support operators immediate access to company FAQs. ZaZaKnowledge provides a searchable database of knowledge base articles easily accessible by operators in ZaZaChat PRO main operator panel.
Internal and External Use
Cut through several weeks or months of support training by using an internal knowledge base to familiarize support representatives with product/service details.
Increase Contact Resolution Rates
Keep your customers satisfied by limiting the time spent on phone, chat, or email support. Save money for everyone involved while boosting your contact resolution rate.
Fast, Accurate Support
Run business smoothly and efficiently by directing your support needs to an internal knowledge base
Ease of Use
Build an accessible knowledge base that can be readily understood. Our dynamic user friendly interface allows you to easily organize and manage your articles
Secure
ZaZaKnowledge has the capability of adding both non admin users with restricted ability to modify preferences and admin users with unique permissions.
Article Approval Process
You can create an article approval work flow process. Articles are taken to an administrator for approval before being thrown online
Public Template System
More customization options. A template system for the public section.
Around the Clock Support
Get around the clock support with a 24/7 help desk. ZaZaKnowledge gives clients prompt support.