When you are doing business with a company, it’s always nice to have personal support included in your package. And when we say personal support, we mean truly personalized support – wherein you can call a magic number and the person on the other side already knows what your problem is before you even say a word. We’re talking about conversations where every interaction you have is with a real, live human being who cares.
It’s perfect for everyone….except when it’s not.
In the real world, being there for your customers 24 hours a day, all days a week, and throughout the year (this includes Easter, New Year’s Eve and Groundhog day) is just not possible. Your support agents do occasionally need some time off to recharge but at the same time, it’s not really fair to expect your customers to wait when your agents are clocked out or are on vacation. Especially when all they need are answers to simple questions.
The need of the hour: Self-service
Call me anti-social if you will, but I personally like it best when my answer is just a Google search away, not dependent on an agent’s hours or their goodwill. And there’s a very good chance that most of your customer base agrees with me considering that only 45% of support interactions involve a human intermediary. That, I’d say, is a pretty strong indication that you shouldn’t just be focusing on truly personal support, but also on self-service.
This is why we do everything we can to make sure that your self-service experience is as amazing as it gets. Because that’s where the future is truly at – support without human intervention and service without robotic elements.
So, without further ado, we’re super happy to announce our completely redesigned-from-scratch knowledge base that is perfect for everyone. And trust me, this is not an exaggeration. It’s so good, it’s pixel-licking-delicious!
Our shiniest, newest interface…yet
Aside from the numerous new functionalities that the kbase now boasts, we also made sure to give the agent interface a makeover to bring it up to scratch; an update that has been a long time in the coming especially when you consider that our community forums got the makeover a long time ago.
Draft your way to a more organised release campaign
The way it used to work is that if a feature update was going out at the end of the week, your technical writers would have had no choice but to write their updated article in Google Docs, twiddle their thumbs and then copy their version into the Kbase the minute the update goes out. There was no way for agents to manage an offline Kbase which allowed them to keep content ready proactively, no way for agents to find out what the article would look like to customers before it actually went out….no way before today, that is.
As of today, agents can now edit solution articles, save them as drafts and replace the current published version with the drafts whenever they please.
Leave no room for collaborative conflicts
While it’s easy enough to make sure that no one else is working on the same article as you in a team of ten, it’s a whole other issue to secure similar autonomy for yourself when your team numbers in the hundreds. With our newest update, when you try to edit an article that’s being edited by another agent, Freshdesk will automatically prevent you from making changes by locking it. Furthermore, it’ll also let you know exactly who’s editing it so that you can get in touch with them to work out access permission.
The best part is, if the editing agent decides to work on something but neglects to unlock the article by saving their changes, Freshdesk will make sure that the article is automatically unlocked in 2 hours.
Save your agents some weeping over spilt milk with Auto-Save
Now, whenever your agents start editing a knowledge base article, Freshdesk will make sure to automatically save your changes every 5 seconds until you hit ‘Save’.
Preview articles and make changes on-the-go
Preview solution articles and drafts even as you write them to find out how they’d look from the customer’s point of view.
This is really beneficial when you’re doing a big feature update – nothing says, ‘I have a handle on this’ more than a badly formatted solution article. A situation that could have been prevented if you’d had more time and a ‘preview’ option to save the day.
Access article analytics anytime you please
With the new update, you now have access to more article analytics than just the number of upvotes and downvotes that a solution article has garnered; now you can also find out exactly who upvoted and downvoted the article.
You can also find out exactly how many eyeballs your article has garnered since its stats were last reset by clicking on an article and scrolling over to the ‘Analytics section’ in the bottom right for all the details.
A change of name and some article feedback
You might not have noticed but you are probably host to a number of solution articles that are credited to people who’ve since then left the company. This, for obvious reasons, can be quite misleading especially when you’re a new employee just trying to get more context about an article. However, this is a woe of the past because you can now change the author of the article to credit the person who revamped it last.
This update also lets you view article feedback on the pane to your right even as you view the article itself! All feedback tickets that are still open or pending or marked with any other custom status you created will be visible on the pane to your right, above the ‘Analytics’ section.
All of the new features and the existing ones are, of course, free for all our customers in all our plans. So you can go ahead and start playing around with these new features right away. Confused about where you should start? This solution article will help you get started. This one should help too.
If you have any questions, feel free to write to us at firstname.lastname@example.org or comment down below. We’re always happy to help!