KNOWLEDGE BASE SOFTWARE
Deliver super-fast customer support and effortless self-service
Leverage Sprinklr’s Knowledge Base to facilitate seamless information creation, collection, organization, analysis, discovery and optimization.
Empower customers to resolve issues by themselves
Empower your bots with a knowledge base
Integrate conversational bots into your knowledge base to access and learn from your content — and easily resolve standard customer queries while also clearing your ticket queue.
Optimize knowledge base articles for search engines
Increase article discoverability with Sprinklr’s Knowledge Base. It automatically adds structured data in the form of schema to ensure your pages are search engine optimized.
Create and manage content localization
Add localized and translated copies of knowledge base articles easily. Switch languages seamlessly for agents and customers based on context with Sprinklr’s intuitive interface.
Maximize agent productivity with an internal knowledge base
Instantly surface relevant articles with AI+
Equip your agents with generative AI-powered content recommendations from Smart Comprehend that align with customer intent and conversational context.
Share relevant information with customers
Enable your agents to efficiently share article URLs or copy specific text blocks from articles, helping customers with fast and accurate resolution.
Reduce agent onboarding time with relevant articles
Get agents up to speed quickly with step-by-step guidance and relevant information from multiple systems.
Improve your knowledge base with actionable insights
Gain insights on your content performance
Create consolidated reports across different channels easily with Sprinklr’s unified platform to analyze performance and spot improvement opportunities.
Drive continuous improvement
Leverage agent feedback on suggested knowledge base articles to determine the most helpful ones and enhance future suggestions.
Incorporate customer feedback
Consider valuable customer feedback on articles to improve the quality of your knowledge base articles.
Frequently asked questions
Knowledge base software is a digital repository enabling structured storage, management, and retrieval of informational content and organizational expertise. It supports user self-service, reduces support workload, and improves resolution times by providing accessible, categorized, and searchable articles, FAQs, and documentation — often integrated with AI and analytics.
Key knowledge base software capabilities include:
- Automated responses: Employs integrated bots to automate answers to standard inquiries, relieving agent workload
- SEO optimization: Structures content for enhanced search engine visibility, ensuring easy customer access
- Localized content management: Facilitates creation, management, and seamless language switching of localized articles based on contextual need
- AI-driven recommendations: Offers agents relevant, intent-based article suggestions for effective case resolution
- Enhanced article sharing: Enables agents to share precise article portions or URLs for quick, accurate query resolution
- Streamlined agent onboarding: Codifies troubleshooting, providing step-by-step guidance and info from various systems, enabling faster agent training and adaptation
- Integrated performance insights: Consolidates reporting across channels for improved content performance analysis and optimization.
Knowledge base software refines customer service by providing users immediate solutions to common queries — reducing reliance on agent interaction. It consolidates essential, localized information for agents, facilitating informed, swift responses and decisions, elevating the accuracy and promptness of support provided.
Yes, knowledge base software can integrate with existing systems through APIs, enabling synchronization with automation software, content management systems and agent console. This integration ensures cohesive information flow and accessibility, optimizing response time and content relevancy in customer interactions.
Some of the benefits businesses enjoy with a knowledge base software are as follows:
- Centralizes critical info, enhancing business productivity
- Enables quick access to precise solutions, minimizing errors
- Facilitates operational scalability with adaptable information access
- Supports informed decision-making through organized data
- Enhances customer self-service, reducing dependency on support staff
It’s easy to get lost in the chaos of unending knowledge, so you need a repository where every piece of information finds its place and clarity replaces confusion. Sprinklr’s Knowledge Base Software empowers you with structured simplicity. Check it out with a 30-day trial.
Sprinklr resources
Discover the power of a well-structured knowledge base for efficient knowledge sharing, improved agent experience and quick resolutions in your contact center.
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