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HelpConnection.NET - Web Based KB SoftwareAn exceptional KB (Knowledge Base) will save your company time and money.But for KB articles to be useful, your customers need to find them, easily. Even the most wonderful collection of attractive and informative KB articles won't reduce your customer service contacts, without an intelligent search function and superb organization. That's why we know you're going to love this! With the HelpConnection.NET customer service solution your important KB articles are highly visible and easy to find. Our unique Smart Search feature takes our KB up a notch from great to extraordinary. Your readers will often help themselves without ever contacting your support group, and your company will save time and money.  Table of Contents Click a title below to go directly to that section.
Why Choose HelpConnection.NET?HelpConnection.NET is an elegant customer service software system. This includes what we have been told is the best web based KB software available. It also includes help desk capabilities (full ticketing system), client data retention, executive reporting, and a valuable communications system. The reason HC is the best KB software is that it really does have an incredible search engine, it really is very organized and visually attractive, it really is flexible, and it really is easy to use. Please read on for details. Customizable Smart SearchMost knowledge base software has a search function of some kind. But often the results don't have much relevance to the actual topic. This is partly because many users don't limit the search to only important keywords. Those web KB systems that do have common word exclusions, are usually limited to only a few common keywords that won't include the common words unique to your business.Because of our new smart search technology, HelpConnection.NET KBd Software is different. All searches whether private, public, or enforced before an issue submission, are compared against our common word list table so that only the most relevant will be displayed. The list will be shorter and more meaningful. Visitors can also use the advanced search to filter for the phrase location and KB category. Still too many results? Your customers can search within their original search results. Customizable too! Yes. Best of all, the Smart Search is customizable. You are provided with a couple hundred default search exclusion words. You can remove words from the list or add as many new ones as you like. This is most useful if you have common industry words, or if you are offering your KB in a language other than English. Extreme OrganizationWe believe that you can't possibly know how many KB categories your company will need in the long-term, so there shouldn't be any limit to the number of categories in any of the three tiers.With our web based KB. Not only are there three levels of categorization, but each KB article can be contained within multiple categories. Having a KB article appear under all appropriate categories improves the chance of your customers finding the information. By selecting multiple categories rather than writing duplicate articles, your agents save time and you get better statistics. When a customer is browsing through the organized categories, there are convenient links back to previous category levels. (Keep it fast and easy, so they'll stay and read.) For example, in our own KB, you can see the following categories.
Pre-Ticket SuggestionsIf your customer or visitor has not found an answer in the KB (or doesn't want to look), a question can be asked via an online form. Once the issue title has been entered into the submission form, the KB software will search the public articles for matches on uncommon words.(See the HelpConnection Smart Search section above.) If you have a current event that may cause a flood of tickets, you can also create a category event alert. [Top of Page] Important KB ArticlesCertain KB articles can be highlighted as important with a checkmark in the admin area. When marked as important, these articles will be featured when browsing the category. The Important Issues for this category will be listed at the bottom of the page, and will show a yellow icon as well.In our web based KB software, the most recent public KB articles are shown in a ticker (scrolling KB article titles) from the home page. It's tastefully done, but really gets your attention. :) If you have an even more important event of a temporary nature, you can also create a category event alert. [Top of Page] Related IssuesArticles can be related, even if they aren't found in the same knowledge base categories. You can inter-link between KB articles by marking them as related. Now, a link to the related article will appear at the bottom of the article view. Added bonus of building internal links, which improves your search engine ranking.[Top of Page] Event AlertsThis is the ideal place to report current outages, scheduled maintenance, or even just important information. Perfect for web hosting companies, utilities and internet service providers (ISPs). Basically, if it's something that may be very important for a customer to know when they are about to submit a ticket, this is the place. Alerts will appear under the appropriate category heading when browsing the KB. During ticket submission, alerts will also appear dynamically once category has been selected.[Top of Page] NewsHelpConnection Customer Service solution also includes a news function. News can be added by agents with the appropriate security level, via the admin area, tools tab. Your news will appear at the bottom of the screen when browsing the KB. There is an RSS feed for your news as well.This area is typically used for general, company wide news. (Announcements, press releases, awards, etc.) [Top of Page] RSS FeedsRSS feeds allow agents, internal clients, and even your most loyal customers to receive your KB article titles with links to the articles. They can use the feeds from their own PC desktops, mobiles or web sites. This increases awareness of important information, but also will increase your site traffic (increase your page ranking too). Separate feeds are provided for each KB category, so your customers won't be bombed with information that isn't relevant. It's a great way to broadcast your information and build PR.There is also a separate RSS feed for your news articles. [Top of Page] FlexibilityThe HelpConnection solution was designed after our company (Expinion.net) had spent several years developing, selling, using, and supporting a previous and very popular help desk & knowledgebase system. We had already learned a lot in that time thanks to our many customers and our own support experiences. As developers, the most important lesson is that no too companies have the same support needs. The most useful software needs to be not only flexible enough to be useful to all types of companies, but to handle a single company's changing needs too! As a result, HC.NET's web based KB is designed with flexibility in mind.
Great ContentThe HelpConnection.net text editor is full featured, and convenient for use with most browsers including MS Internet Explorer, Firefox and Safari.Using HelpConnection.net, you can publish truly impressive content. The text editor is easy to work with and uses most of the same common shortcuts as Explorer, etc. (So, you'll feel right at home.) Not only can you use styles, various fonts and colors and other typical functions, but you can embed videos, charts and more... right into your KB article content. (Keep your customers engaged! And then keep them reading with the related issues links.) See our own KB implementation for examples or view some of our clients' web KB implementations. [Top of Page] Value of Self-ServiceYou've already searched KB software, we think you already know! ;)Do you really want our undoubtedly outdated stats? We would really rather be busy improving our web base KB software, and supporting our amazing customers... but you can always search Google. (Ouch - 53 million results! Yep... it's a cost saving all right.) However, we'll research stats for you if you like! Just ask via email at support(at)helpconnection.net. [Top of Page] When Self-Service isn't EnoughSometimes, clients won't find their answer. Maybe the need is too unique or the answer just isn't there yet. In some cases customers can't or won't read your self-help articles... and will simply email you with their question. In any case, HelpConnection is there to help. Clients can also ask questions via this software. If they go through the online form, they will be presented with articles that may be of help. Client queries can also be submitted by email to generate an automatic ticket or even by Twitter tweets. With so many contact options available, your call volume should decrease dramatically. But for those that still call, agents can enter the ticket via the online form during the call. It's easy with our issue add screens, and client overview popups. [Top of Page] Internal KBA web based KB is undoubtedly useful for your internal and external clients. But it's also a great tool for your customer service technicians too! Perhaps even more so, since your customer service personnel have access to not only the publicly visible issues but the private ones too. Your internal KB will be a lot bigger than your public knowledgebase...so you'll need that Smart Search function in no time. [Top of Page] SummaryThe HelpConnection.net customer service solution has extensive customer side features, including what we (and our customers) think is the best web base KB available today. When customers can easily find topical KB issues, and be engaged reading KB articles that are organized and attractive, your support team will save time and money. Hint: Use the time to create even more knowlege base articles... so there will be even more time for excellence in quality customer service for the clients who really need it! To read more about some of the other benefits of the HelpConnection.net Web Based Help Desk solution. [Top of Page] Click for the Online Demo or to download a 30 day Free Trial.
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