Many times customers are asking for help on how to accomplish a particular task or have encountered a problem that you’ve already solved for other customers.
It would be much more efficient to allow customers to search for answers before they enter a help desk case.
Flowan Help Desk provides you the ability to create a knowledge base where you can publish articles for common issues or procedures.
Customers are able to search the knowledge base using key words that are related to their problem. The Flowan “search engine” will scan the knowledge base article title, description, solution and file attachment contents to locate the appropriate articles that match the key words entered.
Flowan Help Desk Software provides a very cost-effective and easy to use solution for managing your customer service support and IT help desk activities resulting in world-class customer service.
- Create “internal only” articles when the article is only appropriate for your Customer Service representatives
- Publish articles to one or many Flowan Virtual help desks
- Add one or many file attachments where the contents of the file are searched
- Publish Knowledge Base articles to one or more virtual help desks
- Control which users can create and publish knowledge base articles