I suggest you ...

Add a public facing knowledge base

It would be great to integrate a public knowledge base like the one you guys have: https://www.tawk.to/knowledgebase/ So that customers can search for their own answrs first or when chat is offline. This will minimize the amount of chatting and ticket submissions for simple questions.

Hosting that on a white label space like support.yourdomain.com via CNAME records would be best so that the user never feels like they've left your site.

Custom headers/footers and navigation would help with the experience.

Best part of all of this is that you tackle almost all of the support needs in one place: chat, ticket, and knowledge base - eliminating the need for multiple integrations between different systems. We deal with that right now between Help Scout and Drift and it's not good. If something goes wrong each one points the finger at the other. Plus, two bills, two vendors, two things to worry about.

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Patrick shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

23 comments

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  • Anonymous commented  ·   ·  Flag as inappropriate

    Ability to link content to content. Within the knowledge base content be able to have a link that would take you other content entry.

  • Anonymous commented  ·   ·  Flag as inappropriate

    You mentioned, in 26/12/16 that early next year (2017) we'd see client-facing KB. It's almost 2019. Will we ever get this?

  • Allie commented  ·   ·  Flag as inappropriate

    Customers that have questions on simple things (how do I pay an invoice online?) needs a go to place where they can look up the answer themselves in a FAQ area. This is to help the customer that is still trying to self service/answer their question, and cuts down on actual repeat chat questions. When will this feature be available? (Responcierge offers this service - this is what I'm attempting to explain).

  • Gunhild Oterhals commented  ·   ·  Flag as inappropriate

    Any updates on this? We would also really love to embed the Tawk knowledge base on our website, and link to it from Workplace and internal pages as well.

  • Troy commented  ·   ·  Flag as inappropriate

    The ability to push inline knowledgebase articles (not just a knowledgebase url) to the chat with a shortcut would be much appreciated

  • Alex commented  ·   ·  Flag as inappropriate

    yes, totally agreed, Patrick. Looking forward to the public knowledgebase feature to go live soon.

  • Lars Hagström commented  ·   ·  Flag as inappropriate

    it would be very nice if we could make knowledge base public, so when agent/s is offline customers can browse knowledge base/FAQ and find some answers for themselves.
    It would be also nice If there was s a way to upload or inset images to the knowledge base.

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