What is a knowledge base or a self-help portal?
A Knowledge Base is a self-service online library of information about a product, service, department, or topic in the form of articles or documents that helps customers help themselves. Your Help Desk is incomplete without a Knowledge Base or a Help Center. When used externally, a Knowledge Base is where customers can get answers to FAQs and also learn to utilize the product better. It can also provide training/on-boarding assistance for your customers. An internal knowledge base, on the other hand, is a good way to allow employees to collaborate and distribute all product knowledge and information internally.
The ultimate benefit of having a Knowledge Base is that it creates a Win-Win situation for both your customers and the customer support team. Customers get what they want, when they want, with no need for human interaction. And your support team has fewer calls to take, spend less time dealing with repetitive tasks and can focus on more critical issues.
Why use a Multilingual Knowledge Base?
Multilingual Knowledge Base, as the name suggests, is a global knowledge base that serves your customers in their own language. Delighting customers around the globe is a tough job. What if we could make it a bit easier by eliminating language as a communication barrier? In a survey conducted by the International Customer Management Institute (ICMI) – 72% percent of businesses say that providing support in a customer’s native tongue has increased their satisfaction with customer support. Also, only 66% of companies offer customer support in a language other than English.
So having a Multilingual Knowledge Base is the need of the hour. However, offering this kind of support is not easy. You would need a good language translator (could be your support agents across the globe or a professional translator) and a platform that supports translated articles without having to worry about creating separate domains for each language. HappyFox Help Desk’s multilingual Knowledge Base feature comes to the rescue with an elegant and user-friendly interface you need to set up a multilingual self-service portal.
How to create a Multilingual Knowledge Base in HappyFox?
Translating a KB article involves the following steps:
- In the agent dashboard, add languages that you want to build the Knowledge Base for, as additional supported languages in the language module.
- Choose an existing article and click on translate to select the language.
- The above creates a new article editor for you to paste the translated text of the article.
And that’s all! You have successfully added an article in a supported language.
Here’s a video explaining each step in action:
When you are done with the changes, your Knowledge Base portal is ready-to-use. Your customers can now find the option to select their preferred language and find relevant translated articles. Your customers can also search for the necessary articles in their native language. All these features improve customer experience with your brand.
Inserting Multilingual Knowledge Base articles in Ticket Replies
In HappyFox Help Desk, the Knowledge Base utilization does not end with just a self-service portal; it goes beyond it. Our multilingual help desk supports 35 languages and can let your agents respond to customers in any of these languages. Your agents can also search, preview and link relevant Multilingual KB articles to your ticket reply and save a considerable amount of time.
Multilingual Knowledge Base can be a handy feature to connect to your customers better. Win the customer confidence before it gets too late. Try HappyFox. Our Help Desk software offers all the features you would require for better and faster customer support. Get a one-on-one demo with a HappyFox product expert to know more!