Online Customer Support Knowledgebase | Evoq from DNN Software (DotNetNuke)

Answers Forum Enables Community Self-Service and Lowers Support Costs.

Whatever your audience – customers, employees, partners – they all share a common desire: to get the right answers quickly from people they trust.

So empower them to do just that in an online community, where knowledge is created and shared naturally as the byproduct of social interaction.

Features to make your online community the center of valuable knowledge creation and self-support.

GAMIFICATION

Incentivize and reward members for asking and answering questions. Define a point system that recognizes them and boosts their influence and reputation.

MODERATION TOOLS

Ensure professionalism and accuracy. Approve questions and answers prior to posting, filter profanity, close commenting, or remove content entirely if needed.

IN CONTEXT ANALYTICS

See question and answer activity trends, and quickly identify problem areas such as questions with no answers, or duplicate questions.

LIVE ACTIVITY STREAM

Question and answer activity can be exposed in the live community Activity Stream, enabling more members to add answers, vote on answers, or add comments.

SEARCH & FILTER

Content tags let members filter content by common descriptive terms to find answers faster. Predictive search reveals existing questions and answers to prevent duplicates.

CONTENT ENGAGEMENT

Community members can ask and answer questions, like or comment, subscribe, bookmark, and more. Question authors can accept specific answers that worked, from among many suggestions.

REAL-TIME VISIBILITY

The Answers area reflects real-time member engagement with the latest questions, answers, comments and other activities. This level of immediacy and transparency keeps your community actively engaged.

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Leverage social knowledge creation to its advantage.

KNOW THIS

“Nearly half of US social media users today actively seek customer service through social media.”

– NM Incite Social Care Survey, 2012

Lower support costs.

Watch service request volume and costs drop dramatically as members exchange information and generate a valuable knowledge base.

Improve customer experience and satisfaction.

Empower customers to quickly find answers for themselves and connect with peers for trusted recommendations and tips.

Keep information accurate and current.

Traditional knowledge bases are notoriously out of date. With Evoq Social, members judge the accuracy of answers, add clarification, and correct errors.

Strengthen engagement with your brand.

Members who are rewarded for building knowledge around your products and services will be extremely loyal and champion your brand.

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