Knowledge Base & Live Chat

Date

27 August, 2024

Client

Logistic Company

Location

New York, USA

Maple Blueprint Inc. built and deployed an integrated Knowledge Base & Live Chat solution designed to streamline customer support and improve self-service. The system features an organized articles library (FAQs, tutorials, troubleshooting guides) accessible both via website and inside live-chat, so users can find answers quickly. When users can’t find what they need, live chat connects them to agents who have contextual knowledge at their fingertips, thanks to integrated search, canned responses, and feedback loops. The solution reduces ticket volume, accelerates resolution time, lowers support costs, enhances consistency across support channels, and raises user trust and satisfaction.

Challenge & Solution

Customers faced long wait times, repeated questions, and inconsistent support responses. Support agents struggled to find relevant information quickly, and content was fragmented and outdated. Maple Blueprint Inc. designed and implemented a knowledge base with well-structured articles, strong categorization & tagging, embedded search, and internal live-chat integration. We also created workflows for regular content updates, feedback collection, and agent training so that support responses are consistent, fast, and accurate.

Our Process

Maple Blueprint Inc. began by auditing existing support tickets and chat logs to identify recurring issues and information gaps. We defined a taxonomy for content organization (categories, tags, article types), drafted templates for uniform article style, and built the knowledge base with a user-friendly editor. Simultaneously, we integrated it within the live-chat interface so agents can pull up help articles or share them in chat without switching tools. We established feedback mechanisms and scheduled periodic audits to ensure content remains up to date and accurate. Agent training sessions were held to ensure teams knew how to use the system effectively.

Result Driven

The finished project delivered measurable benefits in support efficiency and customer experience.