Integrations between live chat and knowledge base software are key and particularly useful for agents. This article explores how the live chat knowledge base integration works, why the integration is important and the key benefits.
“The whole is greater than the sum of its part.”
This phrase rings true when it comes to live chat knowledge base integrations; whilst each tool provides value to customer service individually, when combined, that value becomes significantly greater.
Before exploring the importance of this integration, let’s first unpack the impact that live chat and knowledge bases have individually on your wider customer service ecosystem.
In your customer service offering, live chat provides your customers with a platform whereby they can communicate with agents who will communicate back. Unlike self-service contact channels such as chatbots or self-service pages that utilise AI to solve queries, live chat is operated and solves customer queries using human intelligence.
Live chat solutions are particularly popular due to their low-cost and versatility. Compared with other agent-assisted channels such as telephony, live chat, which allows agents to deal with multiple queries simultaneously, is significantly cheaper to run.
From a customer perspective, live chat combines the depth that is provided by agent-assisted channels with the accessibility and convenience of an online channel. According to one study , 79% of customers preferred to use live chat because it offers instant responses.
For more on the basics of live chat software, check out this article.
A knowledge base’s role in your wider offering is an important one, it is the core knowledge repository and where all information is stored, collected, shared and updated. From company guidebooks to pension policies and product spec sheets to agent scripting, a knowledge base stores everything relating to your company, products and services.
The purpose of a centralised knowledge base is to provide quick, convenient access to information, to the right people at the right time. A knowledge base is versatile and can be utilised both internally and externally in the following ways:
You can set up various knowledge base views to include or restrict certain articles being accessed depending on who the audience is.
This nucleus of customer service feeds all your key business and customer service tools to ensure that any information that is distributed, internally or externally is always consistent and accurate. Without knowledge bases in place, companies must deal with disorganised databases and scattered information that leads to unreliable knowledge sharing.
Companies with efficient and functional customer service recognise the importance and make use of the integration between live chat and knowledge base software. By connecting the two a synergy is created, greater control over knowledge is gained and the overall cohesion makes for more efficient, lower-cost operations.
The live chat knowledge base integration is popular due to its abilities to:
Implementing the integration is straightforward. Providing that your software utilises low-code development, the integration can be set up and ready to use following the simple installation of code.