Polar Knowledge Base is about providing quality support at a lower cost while improving customer satisfaction.
- Web based software - You only need a web browser to create and maintain your knowledge base.
- Multi-user system - Polar Knowledge Base system supports 5 basic user types with different access levels. Administrator is on the highest level and he assigns limited or full access to other Knowledge Base users. For example, if a certain sales representative is assigned the Manager user type, he may do all the changes and approve the articles but to changeKnowledge Base preferences.
- Article approval process - In relation with the multi-user system the article status feature enables the workflow approval process. All employees (who are assigned the Author user type) may submit articles which are reviewed by a person with Editor and Legal approval authority and then approved or declined by a Manager or an Administrator. Only approved articles are published to the knowledge base table of contents and available to the customers.
- Rating and suggestion system - The customers are enabled to rate any article and to post their suggestions or comments within 2 mouse clicks. Suggestions and rating reports are available from the Administration center. These reports may indicate to your administrator or manager that a certain article should be modified.
- Customize preferences - Modify fonts and colours and main page preferences. Attachments preferences - set the permission to accept only certain attachment types or size.
Easy copying or backuping the databases.
Optional keeping login statistics.
Change email preferences.
- Document Attachments - You can attach any document, image, sound and video (including popular attachments like PDF, Visio Diagrams, Real Media Files, Windows Media files, ZIP files etc). On the other, you can if you wish limit the attachment use, by setting the permission to accept certain attachment types.
- Multi-file Import formats - Any SQL or ODBC compatible database.
- Change database type - You may choose, by a mouse click, between MS Access and MS SQL Server.
- Unlimited scalability - The depth of topics and sub-topics is not limited if it is within the number of articles you licensed (5000, 10000 or unlimited).
- Search - Basic Quick Search is performed through all the fields in database and enables automatic "And" queries. Advanced Search aims the search to the specific field (title, full text or article ID) and with the reference to the time of last update. Top searches list is available at the Knowledge Base home page.
- Related articles - To each article you can assign one or more related articles. Automatic related links suggestions.
- Most Viewed and Most Recent Articles - These top lists are valuable for your visitors - enables quick access to most interesting articles.
Research figures show that the usage of knowledge base online systems goes up while the number of support calls goes down.
This leads to conclusion that the customer must like self-help systems. Besides, enabling customers or partners to find the answers to their questions by themselves is much cheaper than the telephone support.
Satisfied customers and partners:
- Support through knowledge base is instant and available 24 hours to the customers and other stakeholders.
- Easy access to information without a need to contact your staff.
- Customers wait time (for telephone or email support) is reduced.
- If used as an online troubleshooting guide, customers can fix some problems by their selves.
- Customers can send you their suggestions and comments by one mouse click.
Support staff is more efficient:
- Call and email volume is reduced
- Your resources are used more effectively because the optimal media handles the given issue: basic questions are dealt online, while complex issues are dealt by your employees.
- The total number of support staff is decreased.
- The cost of employing new support staff and the cost of training them is lowered.
Valuable knowledge and information:
- The knowledge across the enterprise is organised, centralised and documented and available to all stakeholders.
- Knowledge base enables response consistency.
- Serves as a sales media by providing the product information accessible from your web.
Polar Knowledge Base may contribute to your revenue growth!
Polar Knowledge Base is licensed per number of articles. There are no limitations to the number of administrators e.g. content managers. As many users as you register, may enter the administration center of your knowledge base and there modify information in accordance to his/her user type. However, one copy of the product is may be used by a single company or organization, on a single domain name.
- Web server must be capable of serving Active Server Pages (ASP).
Windows® 2000 (IIS 5.0), Windows® XP (IIS 5.1), Windows® 2003 (IIS 6.0) .
- Please note: Must have IIS 5.0 or later installed.
- Web server should have support for MSAccess 2000 databases.
- 2MB available space on Webserver (more as database grows).
- FTP or FrontPage access to your Web site.
- Ability for you or your host to set file permissions.
- MS Access or MS SQL Server databases are supported.