SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Understanding the Knowledge Base

The Knowledge Base is a tool companies can use to share information with employees, customers, and partners. In its simplest form, SmarterTrack's Knowledge Base is an online repository of articles that helps agents and customers solve issues quickly and efficiently.

A well-organized Knowledge Base can save organizations money by decreasing the amount of employee time spent trying to find information about company products, policies, and/or procedures. As a customer service tool, the Knowledge Base is one of the most cost-effective support channels because it gives customers easy access to information that would otherwise require contact with the company's staff.

Of course, the effectiveness of the Knowledge Base is dependant on the company's ability to create, edit, and review its articles on a regular basis. SmarterTools suggests running regular reports to determine how often your customers access specific articles; which topics/products/etc. your customers are seeking help on; and which article searches returned no results. These reports are valuable because they can be used to identify deficiencies in Knowledge Base content.

Organizing the Knowledge Base by Brand

With SmarterTrack's branding feature, companies can assign articles to one or multiple brands. This allows companies to only display the articles that relate to a specific brand, eliminating the customer's need to weed through erroneous information.

For example, a software company with multiple products may have separate websites for each product. By assigning Knowledge Base articles to different brands (products), the company can ensure that only the articles relating to a specific product are displayed to the customer.

Using the Knowledge Base with Tickets and Live Chats

When customers complete the ticket submission form, relevant Knowledge Base articles and resources are automatically displayed as possible solutions to their inquiry as part of the ticket submission process. This is also true when customers initiate live chats with a department. As a result, your customers may receive answers to their issues before they've finished filling out the ticket--ultimately saving your company valuable time and money.

Similarly, when an agent is participating in a live chat with a customer or responding to a ticket, SmarterTrack uses the text of these conversations to actively search the Knowledge Base for applicable articles. By automatically displaying possible solutions from the Knowledge Base to agents, SmarterTrack helps companies ensure that their customers receive timely and accurate responses to their inquiries.

Using the Knowledge Base as a Marketing Tool

SmarterTrack's Knowledge Base takes companies into the next generation of information delivery with the ability to insert video, code block, and other special features into articles. By incorporating multimedia and search engine optimization strategies into Knowledge Base articles, companies can transform their Knowledge Base content into a valuable marketing tool.

Marketing benefits include:

  • Knowledge Base articles are search engine optimized and will display in search engine result pages, allowing competitors' customers to discover your company as they seek answers to their own questions.
  • Utilizing the Knowledge Base can improve your company's overall SEO strategy by helping you build links and improve Google PageRank.

By incorporating SEO strategies into our own Knowledge Base, SmarterTools has successfully topped search engine results for a variety of searches. For example, the SmarterTools KB article "Where are My IIS Log Files Stored?" currently ranks no. 1 for the search phrase "IIS log files." As a result, that article has received more than 24,000 views and is our most popular article to date.