Replies posted by Sophie Murgatroyd
We’re just at the start of our journey with this and we’ve put in place a ‘quality’ team which is quite large and involves people from all our customer experience teams. They are responsible for acting on feedback and creating new articles in knowledge base. We also created a ‘quality audit’ to ensure the upkeep of info. One thing we’ve found already useful is ensuring that we remove any content from any other places to ensure usage of one platform as such. It’s very new to us and I’m intrigued to see how we get on!
Hi @akshara.sruthi, We’ve setup a basic Knowledge Base for Level 0 or Self Service support. Is there any way to get some user analytics from the site? We are using a Sprout Plan. I’ve found this article but unfortunately doesn’t look like it’s available on sprout plan https://support.freshdesk.com/support/solutions/articles/50000002846-understanding-the-curated-knowledge-base-reports?source=forum
We've utilised the Freshdesk portal pages in solutions to create a Customer facing FAQ page as well as an internal Knowledge base. Does anybody have any tips on how to drive engagement? In particular for Customers as for many years we've completed the administration tasks for them however they are now able to do this themselves which we have detailed in articles.
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