Searchable Knowledge Base
Your knowledge base is available to answer questions 24/7 so that you don’t have to
Employees have questions — your online searchable knowledge base could have all the answers.
An online searchable knowledge base is like having a personal Google search that is exclusively for searching your knowledge base articles, procedures, call flows, and troubleshooting guides.
That means employees can find the answers they need without having to bother or rely on anyone else.
The ScreenSteps searchable knowledge base makes it so your employees can quickly find the answers.
Optimize search terms
Are your employees frustrated because they can't find the guide they need? You know you created it. But they can't find it.
With ScreenSteps your employees will be able to find the guides and answers you have created. All the content in your articles are automatically indexed so that your employees can find them.
Eliminate repeat questions from your employees. With the ScreenSteps’ reports, you can analyze what your employees are searching for, including specific terms that didn’t yield the desired answer.
Everyone’s mind works differently. Your employees will use unique words to search for help articles, and they might not always be the words you have listed.
Using your reports, you can add additional search terms and tags to your articles to improve discoverability.
“With ScreenSteps, new agents don’t seem to have any calls that they shudder with. They feel confident handling any type of call within the first 15 days of being hired (even the more involved calls), and by day 45 they are pretty much experts.”
“One of the biggest sellers was searchability for the end-users. In the old system, not being able to find something was a huge delay in work. We didn’t quantify how much time was lost, but we knew it was slowing the process down. So searchability and bringing everything into one place was the top priority when starting.”
Gretchen Fulmer | Instructional Designer | WA State Board for Community and Technical Colleges
“We get a lot of good comments about our documentation. People love and appreciate when they can see a scenario that they're trying to figure it out and it's literally stepping them right through it. Overall, we have really good scores and we usually keep our customer satisfaction above 95%.”
Wave goodbye to PDF files and Word docs. Move your business forward with a knowledge base that keeps you organized and efficient.