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🧠 Platforms for Knowledge Base

Knowledge base - data space, that can be used both for developers and end users (customers) to share related information. Knowledge base is mostly used for keeping saved data during some period of time. ( as i'm sharing info with you right here, e.g. )

Crisp ****

Crisp is the most common and popular helpcenter. It's aimed at automating companies' technical support.

The most prevalent tools of Crisp:

Livechat

Livechat provides visitors of website to stay in touch with technical support. It also uses a unified inbox, which means, all messages coming from different sources (Instagram,telegram, etc.) are saved in Inbox.

To see how Livechat looks like, follow the picture below:arrow_heading_down:

Knowledge Base

Crisp demonstrates the great opportunity to create a knowdlege base. So, what does the knowledge base comprise?

  • Markdown support, that gives you a chance to beautify the text for comfy readability for you and end users as well;
  • Multilangualism. Add a new language and share your knowledge base for end users from other countries;
  • Import and Export articles. Create a back up by exporting articles. In case, there are any articles you want to use in your own knowledge base, you may import articles from other references.
Plugins

How to automate technical support of your company with the help of Crisp?

Plugins can help you out. There are plenty of plugins, however necessary for automation are:

  • Auto-responder, that let you create prearranged patterns to employ them in responding on requests coming from your visitors of your website
  • Chat bot, that gives your visitors of your website to chat like they are chatting with a real person.
  • Triggers, used in automating some actions (Show message, play sound and open chatbox), that can be configured in different cases. For instance, when a visitor is going to leave a particular page, you may set one of the action mentioned above.
Analytics

How to find out the most common problems of your products?

Analytics can be a good assistant to show the real statistics of requests from end users of your products.

To see how Analytics looks like, follow the picture below:arrow_heading_down:

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All the above-mentioned tools can be used by technical writers in terms of simplification the process of interaction between end users and technical support!

{% endhint %}