Help your customers help themselves
Make support easier for customers and agents with a 24/7 self-service Help Center.
Allow customers to help themselves by offering them a library of resources.
Make your help center look as beautiful as your website.
Let customers contact you in the way that suits them best.
Link your help center and helpdesk together for optimal support.
Consolidated Content
Manage content in a single platform customized to your needs with Help Center
Help yourself
Empower your customers with a Knowledgebase
Messenger
Make your Help Center content accessible from any page
Your Help Center content can be made available on any page on your website through a messenger widget.
Customers using the widget can access all of your knowledgebase content through the widget; providing an alternative user interface with your Help Center combined with live chat.
Guide your customers to greatness
Sometimes your customers need you to hold their hand through an issue; but this is time consuming for agents. Guides allows you to create structured self-service content providing customers with a step-by-step walkthrough of your product or service. So you can help your customers solve their own problems, without taking up your agents time.
The guides feature is one of my favorite things on Deskpro and our customers really love it too.
Customer Support Manager
drag and drop
Effortless navigation
Easily manage how content will appear to your customers with a live drag and drop management system.
Within each guide, it’s possible to create nested topics with a hierarchy of volumes, chapters and pages, keeping the information organized and easy to navigate.
find answers
Make finding the right answer easy for everyone
Customers want to find the answers to problems when it suits them. Reduce the effort it takes for customers to solve their own issues and help them quickly find solutions to their problems the first time they access your content.
Instant Search
Give customers instant answers with powerful search across the whole Help Center, including Knowledgebase articles, guides, community topics and news.
Intelligent search begins to suggest articles as they're typing.
Search Words
Ensure important content is always included in the top of search results by assigning frequently used keywords to articles.
Labels
Organize your library of content to help customers and agents find answers faster when they search, by assigning labels to published content.
Related Content
Increase discoverability of content and ensure that when customers are searching for answers, they’ll discover your solutions first.
Articles are optimized for search engines and related content can be linked.
Sub-Categories
Create a structured knowledgebase with unlimited sub-category nesting to put your content where you want it.
Place the same article in multiple sub-categories, great for organizing large and small content libraries.
We’re always referring people to our Knowledgebase that contains over 500 articles. Customers love it that they can help themselves at any time, day or night and our agents love it because it reduces the number of tickets we receive.
President, Mariner Software
Ticket Management
Conveniently manage your tickets from the Help Center
You can access your tickets from the Help Center; view lists of your tickets and notifications with ease.
The Help Center lets you conveniently manage your ticketing from a different interface and helps you stay on top of things.
CUSTOMIZATION & CONTROL
Maintain your brand identity with full customization
Support content shouldn't have to look dull. A familiar branded content platform helps your audience feel safe and increases trust in your brand.
Set your own color scheme, logo and header image to reflect your brand - with an easy-to-use template system and CSS.
Centralize support with a multi-branded helpdesk
Provide support to multiple independent brands, products, services or audiences with unique Help Centers you can manage from one helpdesk.
content that shines
Delight your customers with friendly and personalized support
Improve the quality of your content by choosing a publishing platform where you can provide customers with more than just a plain word document.
Glossary
Show definitions of terms used across other content to reduce confusion.
Attachments
Attach formatted documents that can be shared in messages.
Feedback
Share quality content with customers by tracking metrics to improve current articles.
Custom Fields
Define custom fields and flexibly add additional information to content.
Embedded Media
Provide customers with all the context they need to solve their problems.
PDF & Print Articles
Share and present formatted documents.
quality content
Publishing made easy
Author content using a rich and easy-to-use publishing interface. Moderate content with the ability to draft, approve, publish, and archive articles.
community
Discover what customers really think with Community
Crowdsource improvements by allowing customers to see, comment and vote on topics most important to them. Provide a roadmap to track progress of responses to feedback and show you are listening to them.
HELP EACH OTHER
Promote collaboration
Improve engagement by allowing customers to provide you with feedback, enabling customers to collaborate, discuss and help each other to solve issues.
Comments
Customers can reply to content and other people as well as upvote comments deemed most valuable to discussions.
Moderation
Keep your community free of spam and offensive content by reviewing comments and topics before they are published.
CONTENT TRANSLATION
Delight customers of any language with friendly localized content at scale
Speak the language of your customers and build stronger relationships across the world by publishing articles in different languages.
News
Connect instantly to your customers with up-to-date News
Keep customers constantly engaged and in-the-know by communicating the most recent news, blog posts and announcements.
Categories
Organize news posts into categories to communicate specific types of content and quickly distinguish them with colors.
Cover Images
Add images to news posts to provide context and a captivating preview.
Subscriptions
Ensure customers never miss an update
Subscriptions allow customers to be notified via email of any new articles, changes and updates to the knowledgebase.
Individual articles, categories and the whole knowledgebase can be subscribed to, along with News and Community content.
STICK TO A CONTENT STYLE
Keep content consistent and fresh
Avoid confusing customers and save time by building structure and consistency into content.
Templates
Ensure that your news posts use the same format. Agents can create templates for different purposes and save time by using them again and again.
Freshen Up Stale Content
Choose when you want content to be reviewed by your team, keeping it up-to-date and relevant.
files
Centralize the secure sharing and storing of Files
Make files available to your customers and agents, whether it is a pdf, a brochure, a software application or driver.
Deskpro provides you with the ability to host files within knowledgebase articles, guides and news. It also has a dedicated file storage area for your external or internal customer base.
We heavily vetted several applications, and found Deskpro was the right choice to support our multi-branding needs. Customers contacting us via different brands automatically get connected to the most appropriate agents.
Executive Director of Support
CONTROL WHO SEES WHAT
The right content for the right audience
With Deskpro you can make content available for internal and external use on the same Help Center.
Usergroup Permissions
Specify permissions to limit what content customers can view. Permissions may also be set up for internal knowledge management such as employee training, answering HR questions or storing important documents on the same self-service support site as customer FAQs.
FULL INTEGRATION
Seamlessly integrate your Knowledgebase and helpdesk software
Create an article once, that solves an issue for hundreds of customers in the future.
NEW TICKETS, NEW CONTENT
Turn your most common questions into a resource for new content
Keep your knowledgebase up-to-date and your customers in the loop whilst reducing tickets for your agents.
Consolidate support across all your communication channels
Effortlessly manage every support issue raised via email, chat, social, voice, or on your website from a single system.
Deskpro is a very flexible and easy to use ticketing system environment. The integration with our Active Directory was a breeze and customer support was phenomenal. I’m very happy with the product and recommend it to every business.
