What is an FAQ Knowledge-Base?

An FAQ knowledge-base is a searchable repository of information, maintained by several experts.

Information in the FAQ knowledge-base can be accessed via an online portal through secure sign-on, but can also be public facing, without the requirement to sign in - or used internally by a business or a contact centre.

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How much could you save with Synthetix FAQ Knowledge?

Simply enter the number of monthly visitors your website receives and see how much you could save per month!

...visitors could give you totals of:*

5000

Self-service sessions per month

2500

Deflected contacts per month

625

Agent hours saved per month

£11500

Monetary saving per month

* These estimates are based on actual, average Synthetix self-service client metrics of a 5% usage rate, 50% contact deflection rate and 15 minute average handling time for contacts by email or telephone at a rate of £18.40 per hour. Your stats may differ. Hourly rate source: Contact Center Decision-Makers' Guide 2017, Contact Babel.

Next step: What package is right for you? Check out our options below or get in contact for a free consultation!

Arrange your FREE demo today!

Talk to us today to arrange a completely free FAQ Knowledge-Base demonstration.

Key features

Superior Natural Language Processing

Answer naturally worded customer questions. Four layers of sophisticated, real time linguistic search technology powered by SentienceAI, ensures the best and most popular search results appear first and fast, as our software checks the knowledge-base for possible answers on every customer keypress.

AI-powered learning

Navigate the customer to where you want them to go based on their query. Synthetix intelligent self-service software learns from each customer interaction, updating the knowledge-base with information on the most popular questions asked and the quality of answers given.

Multiple brand identities and languages

Deliver consistent, high-quality support 24/7, and easily manage multiple brand identities from within the same knowledge-base. A built-in ‘view’ system controls access to knowledge for each brand identity and skill.

FAQ help

Proven benefits

Synthetix AI-powered FAQ software, when used strategically, is invaluable, from reducing the burden on customer support to assisting with inbound contact to your contact centre. A constantly evolving asset, our real-world results highlights some of the benefits our clients have reported using Synthetix FAQ software.

Note: All statistics have been taken from the 2018 report into online customer service by Synthetix or reported by Synthetix clients, unless otherwise stated.

0%

faq search doughnut

Of consumers will always check a website before e-mailing or calling a company to find information.

0%

web self-service software fact

Of consumers prefer self-service over speaking to a company representative.

0%

self-service software statistic

Of customer contact deflected through self-service.

Self-Service Software Performance Analysis

Powerful metrics

Detailed reports and analytics

A user-friendly dashboard with easy to run, built-in reports let you know what users are looking for and if they're finding the right answers. Expose gaps within content and identify areas where new knowledge-base articles can be created or edited. And with support for SEO tags within articles, information can be published to search engines to drive traffic.

What are the benefits of an FAQ knowledge-base?

Time has become a precious commodity, and we’ve come to expect effortless access to information quickly and effectively through a few clicks.

The Synthetix FAQ knowledge-base architecture consists of both standard answers to queries and expert system intelligence to retrieve the right responses to specific questions. It can be deployed on websites to assist in answering frequently asked questions by customers 24/7, saving time and increasing customer satisfaction.

Or, when FAQ knowledge is used within a contact centre it can slash agent training times, suggesting answers to agents during every keystroke, having new agents serving customers in no time.

When deployed internally, Synthetix FAQ knowledge-base software can help eliminate knowledge silos within an organisation, making it easy for new hires to find information, bring teams together to collaborate on ideas, support employees and boost training. And with superb resilience, performance and security, it ensures there is no risk of sharing private or sensitive information with the general public.

Synthetix understands that every business has unique knowledge management needs. Our highly rated FAQ knowledgebase management technology has been designed with both customers and call center agents in mind to contribute to user experience, not overall cost. With Synthetix, your knowledgebase will be built or imported right the first time to get you up and running quickly.

Why should you invest in an FAQ knowledge-base?

More consistent and accurate service. FAQ knowledge-base software allows for more accuracy and consistency as no matter where it is deployed, users will have the access to correct, up-to-date information.

Higher first contact resolution rates

90% of consumers will always check a company’s website before e-mailing our calling a company to find information. Populated with the top frequently asked questions, answers are right at the customers’ fingertips. The Synthetix FAQ help knowledge-base will always display the most popular question first. It starts searching the knowledge-base for possible answers at every keystroke. An FAQ help knowledge-base, when used strategically, is invaluable, from reducing the burden on customer support to assisting with inbound contact to your contact centre.

Slash training costs

Synthetix Internal Knowledge-base makes it easy for employees across an organisation to create and share knowledge, files and documents simply and effectively. The intuitive centralised knowledge-base enables team members to find information instantly, searching by typing naturally worded questions. Simplify finding information on anything from troubleshooting, training, general how-to, product or process information and support questions.

See knowledge working for you

A user-friendly dashboard with easy to run, built-in reports let you know what users are looking for and if they're finding the right answers. Expose gaps within content and identify areas where new knowledge-base articles can be created or edited. And with support for SEO tags within articles, information can be published to search engines to drive traffic.

Expose gaps within content and identify areas where new knowledge-base articles can be created or edited. And with support for SEO tags within articles, information can be published to search engines to drive traffic.

There are endless benefits to using FAQ knowledge-base software within an organisation. The way you use a knowledge-base depends, of course, on your industry and who it serves.

Why not trial our FAQ knowledge-base software solution free for up to 60 days?

You've come this far...

Arrange a full demonstration of Synthetix software with with our friendly business development team, who will answer all of your questions about our award-winning digital customer engagement solutions. We'll also tell you about our trial offer, enabling your organisation to try Synthetix free for up to two whole months* - that's how confident we are that you will love our services.

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*Free, up to 60 day trials of selected services will be offered to qualifying organisations at the discretion of Synthetix Ltd.