Knowledge Base for Customer Service
Timelapse is a perfect fit for a customer support knowledge base. Easy and fast to setup, content types for every use case, powerful search, analytics and more.
What makes a great customer service knowledge base
Content types for every use case. Sometimes you’ll want to write FAQ, sometimes help articles grouped by topics and some other times user guides.
Powerful search. Customers must be able to find answers to their questions quickly and one way of doing that is by providing a powerful search engine.
Easy and fast to setup. When building a knowledge base, time is best invested on content creation, so you don’t want to spend weeks or months setting up the knowledge base. But still, you want something that feels personalized and that visually matches your brand.
Support for all sorts of media. Long gone are the times where text-only help articles were enough. Customers expect images, animated GIF and videos.
Analytics. How many visits is the knowledge base getting? What articles are the most popular? What people search for? What searches return no results? These are all important questions you want answers for, in order improve the usefulness of the Help Center.
Private content for employees and support agents only. This can be a completely separate knowledge base with restricted access or having the possibility to make some content private.
Complement the knowledge base with less format content like product updates. Publishing product updates on the Help Center is a great way to complement the knowledge base’s more formal help articles.
Custom domain secured with SSL. Having the Help Center hosted on a subdomain of your main domain, like help.acme.com, will ensure
Affordable and predictable pricing. There’s nothing like simple, flat, predictable pricing.
With Timelapse, you can get started with your Knowledge Base in minutes.
No designers or developers are required. You pick an accent color, upload your logo and we do the rest! We like to think there’s a little magic to that process. So within just a few minutes, you have a Knowledge Base that matches your corporate identity, patiently waiting for you to add content and invite collaborators.
Powerful search is built right into Timelapse. Customers will get live results as they search and as an administrator you will get insights on what people search for. More importantly, what people search for and don’t return any results! It’s a great way to get feedback on the knowledge base without even asking.
Timelapse supports multiple layout types, depending on what format fits best your content. User guide or manual? No problem, use the ‘Docs’ section type. Help articles or FAQ? Great, use the ‘Help Topics’ section type. They’re not just different layouts, they’re different writing experience too, because we know writing documentation isn’t the same as writing random, unrelated help articles.
Our editor is very flexible too. Add images, animated GIF, attach files or embed YouTube videos. You and your employees won’t have to work with HTML, embed codes or anything like that.
Analytics will help you improve the knowledge base. Easily get answers to questions like how many visits is the knowledge base getting, what articles are the most popular, what people search for, what searches return no results? These are all important questions you want answers for in order improve the usefulness of the Help Center.
The most popular queries report is a great way to improve your knowledge base and get feedback without even asking!
Publish news or product updates. Timelapse is a simple publishing platform too! Where to publish announcements about your products or services is not always obvious. Maybe you have a blog, but then not every announcement actually fits the editorial direction of the blog. Or, maybe you would like to publish something once in a while, but don’t want to get into the trouble of setting up, designing and maintaining a publishing platform. With Stories, you can easily publish posts on your Help Center and it’s the perfect way to complement your knowledge base with less formal content.
Make parts of your Help Center private. Timelapse supports managing multiple Help Centers from a single account. So a common use case is to have a public Help Center for customer service and a private one for employees. Making a knowledge base private is as simple as activating an option.
Timelapse also supports secret topics inside a knowledge base. It’s perfect for when a completely different knowledge base isn’t necessary, but still want some content to be private.
Make your knowledge base available from a trusted domain. Even if you don’t host the knowledge base yourself, Timelapse supports setting up a custom domain. So you can use help.yourdomain.com for instance and customers won’t notice a thing. We’ll even secure your domain with an SSL certificate and handle renewal free of charge!
Our pricing is simple and predictable. We don’t charge per user, agents, number of searches or anything that you must constantly track in order to keep your costs under control. We charge a very reasonable flat monthly fee, so you always know what you pay for.