Knowledge Base by LivePerson
LivePerson knowledge base puts answers at your visitors' fingertips
What is Knowledge Base?
LivePerson knowledge base lets online visitors find answers, get product and service information as well as a host of other data at their own convenience. This powerful self-service database is the perfect way to deflect incoming calls and emails to your call center.
Visitors can find the information they need by entering a simple question into the natural language search bar, or browse articles organized by category. The knowledge base ranks articles by order of relevance, based on the key words or phrases the visitor has entered.
Integrated solution
LivePerson knowledge base seamlessly integrates with the other communications channels offered by LivePerson, including live chat, click-to-talk and email. In the event that a visitor is unable to find an answer in the knowledge base, easy escalation to your contact center is just a few clicks away. Agents will have a history of the visitor’s searches, and can easily link or past articles in their responses.
Real time monitoring and refinement
Keep your knowledge base relevant by monitoring your visitors’ searches. Use this insight to refine your knowledge base and serve visitors better when they enter into a live chat.
Benefits of Knowledge Base
- Lower service costs: Empower customers to find the answers they need on their own and lower your service costs by up to 35%.
- Improved agent productivity: Deflect routine questions from your call center and enable your agents to spend more time with customers who need individualized attention.
- Easy to use: LivePerson knowledge base requires no technical skills or HTML programming to set-up and maintain. A built-in HTML editor makes maintenance and updating a breeze.
Benefits of LivePerson
- Hosted, on-demand solution: As a completely hosted service, LivePerson offers the lowest cost of ownership. All upgrades are delivered automatically, letting you take advantage of new features and services quickly and cost-affectively
- Service reliability: LivePerson's servers are designed and maintained with the highest standards in the industry. Our clients enjoy a 99.95% uptime.
- 24x7 Service and Support: LivePerson's technical support team is available and ready to answer your questions, 24x7, 365 days a year.
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