Enhance customer support by integrating your knowledge base with ActivePlatform

ActivePlatform is strongly committed to making the Customer Control Panel intuitive and easy to navigate. Our specialists apply the best UX practices and latest research results, explore web analytics, and identify usage patterns to make sure all groups of customers can accomplish their tasks with minimum effort.

However, even with a user-friendly interface and helpful tooltips, some customers may still find certain processes challenging. These can be newcomers at the beginning of the journey to digital transformation or just slow learners. Or maybe your team is focused on live onboarding demos while this particular customer needs time to digest new information or absorbs it better by reading.

When you notice recurring issues or common questions, it's time to organize a knowledge base. Ask your customer support — they are an excellent source of ideas for topics to help struggling users. As the next step, you need to introduce your knowledge base to the users of the customer self-service portal.

Here are 5 tools in ActivePlatform to help bring your valuable information closer to the target audience:

The help widget is a question mark floating on every page in the lower right corner. It is a notable and straightforward entry point where you can add links to the hottest topics from your knowledge base.

The Support page is a section in the Customer Control Panel where you can customize the content using CMS tools. Here you have a lot of space for text, images, and extended contact information of your support team. You can even configure a redirect to an external help page if needed.

The footer of every page is a common place users check for quick access to valuable links. Use it for links to your knowledge base, feedback surveys along with legal information links. Don’t underestimate the page footer!

Make the most of your email notifications and leverage the power of customizable notification templates. Add the links to the most relevant topics from your knowledge base regarding the payment or subscription events linked to these templates. For example, for renewal reminders, add the links about the options the customer has — enable auto-renewal, change the number of licenses on the renewal, or even upgrade to another product.

Want to ensure every user sees an important update? Use alerts on the main page — everybody sees them right after signing in to the self-service portal in ActivePlatform. They are perfect for important but temporary updates— you can set the time period to show it. For example, use the alerts to introduce changes in service, or announce a new feature like MFA.

As you can see, some of them have the “pull” direction which means a person needs to seek out the info, while others are “push” — the platform delivers information to users. It’s up to you to decide which approach works best for your particular needs. In any case, ActivePlatform will help you connect your knowledge base with its readers.

Book a demo today and discover how ActivePlatform can make it easier for your customers to find the help they need — right when they need it!

ActivePlatform is a full-service automated cloud brokering solution for cloud service providers and internal IT hubs that makes it easier to manage and control the cloud delivery and profitability. ActivePlatform unites vendors, providers, developers, and resellers into a single ecosystem for buying, selling, and managing cloud services. With its open vendor integration framework, ActivePlatform creates a vibrant catalog of cloud services ultimately helping businesses gain access to the services they need to thrive.

ActivePlatform enables SaaS, PaaS, IaaS aggregation, delivery, and monetization, provides simplified administration through central management, and enables critical visibility into resellers and cloud services consumption and usage. The platform has implementations with distributors, cloud solution providers, and telecom operators. ActivePlatform is headquartered in Europe.