We are building our Zammad-based knowledge base to be the focal point for customer questions about our SaaS solution. We feel it is only logical to provide our customer chat facility in the very place where the customer might be looking for a solution and/or have a question for our product support.
- A customer finds an explanation for a problem or ambiguity in our knowledge base, but has additional questions.
- Worse: A customer can’t find an answer in our knowledge base. Maybe we haven’t covered this topic with an answer yet.
Now the customer has to find an alternative way to ask us, instead of just opening a chat directly in the knowledge base.
I asked Zammad support about this: the feature is not available at the moment.
We think the combination of knowledge base and customer chat would be a logical extension and a match made in heaven… 