Cention Channel
Buildable
Knowledge base
Organize business information and text consisting of questions and answers for both internal and external use.
Cention Channel
Why must you have
Knowledge base planted?
Features
Centralized information
Have all valuable information ready for your agents to refer to when they need additional help without having to always require information from other agents. This will allow agents to reduce resolution time.
Features
Improve agent productivity
Agents are able to make more time for more customer queries instead of spending their time looking for answers to customer questions that require less effort to search for.
Features
Useful for employee onboarding
Train new agents or existing agents with the information that’s available in the internal knowledgebase. This will help your company save more cost and time by reducing the time to train the agents personally.
Features
Better collaboration internally
Make it easier for your customers by creating a quick and useful knowledgebase filled with helpful information for your customers to refer to without having to contact a support representative.
Features
Internal FAQ
Organize business information and text consisting of questions and answers for both internal and external use.
Features
Categories
Categories the information in your knowledgebase based on each department or even agent specialty.
Features
Questions
Provide agents questions and answers to refer to when responding to customer queries.
Features
Suggestions
Agents are able to suggest information that would help other agents to gain.
Features
Ratings
Allow agents to rate how useful the information given to them.
Features
External FAQ
Organize business information and text consisting of questions and answers for both internal and external use.
Set up an external FAQ on your website according to priority to certain questions
Set up a knowledgebase for your customers to refer to and reduce agent resolution time.
Choose to save or hide certain information on external FAQ
Make available or hide certain information needed for the customers at a specific time or promotion without having to lose the information for a future time.
Set up videos in external FAQ
Include information in the form of videos for customers to refer to when needed.
Why Cention
Time Control
Control if the question and answer is only to be active for a specific time from start date to end date. After deactivation, it will no longer appear in any knowledge base. Although it will still appear in the knowledge base and can only be
removed manually.
Why Cention
Train your bots
to be smarter
Train your bots by simplifying the process of extracting information from the knowledgebase making it your bots more effective at providing answers to customers when they contact your business.
Get Started
with us today
and let’s get the support you need.
