HubSpot Ideas

akember

Contextual Knowledge Base Widget

A widget to search the knowledge base and the ability to list different suggested articles in that widget depending on the URL where it's embedded.

 

Similar to what was implemented in the idea linked below, but just a simple knowledge look-up (not a live chat) so users always have in-app access to articles. https://community.hubspot.com/t5/HubSpot-Ideas/Web-widget-for-Knowledge-Base-and-Tickets/

 

This would be useful for two reasons:

 

  1. Makes it easy to offer self-service help without requiring a customer service agent to be available for live chat.
  2. Allows B2B products to include help for end users supported by a software administrator within their organization, not by our own customer support (a live-chat doesn't work in this case).
3 Replies
AussieTim
Participant

Boom love this 

MissTipsi
Top Contributor

I agree on this suggestion. It would be great to have the KB widget with pre-selected articles per URL - as well as search - but independently of the chat functionality.

Right now, our Knowledge Base is hardly used unfortunately. But due to nature of our customers, in app chat would hardy be used, everything is via Whatsapp.

 

A contextual KB widget would I am sure be great for customers and greatly reduce the number of tickets we get.

MSindwani
Member

Yes, would love this!