Write it once. Everything answers from it.
The wiki is where your business writes down how it works. It is also what your web chat reads to answer a customer, what your WhatsApp assistant reads on a phone, and what your own team gets back when they ask a question in chat.
One article. Four places it shows up. No second copy to keep in step.
Somebody writes the returns policy on a Tuesday. By Tuesday afternoon the web chat, the WhatsApp assistant and your own team are all answering from it.
Why it is an app
Four things read your knowledge base.
Most companies keep their handbook in one tool and their customer answers in another, and then maintain both badly. Here there is one set of articles, and everything that has to answer a question reads it. Improve one article and all four improve.
Answers a visitor on your website, and shows which articles it used
Answers the same question on a phone, from the same article
Asks in chat and gets the answer, without interrupting anybody
The articles you choose to publish, readable by anyone
How an answer is found
Matched by meaning, with the sources shown.
A question is matched against your articles by what it means rather than the words it uses, the best passages come back scored, and the answer names the articles it came from. Which is why the way to improve an answer is to write a better article.
Not by keyword. The question above says nothing about "returns policy" and still finds it. The matched intent narrows the search to Returns and refunds, so nothing from another part of your site can come back.
- Returns policy: the 30-day window0.91
- What condition items must be in0.84
- How refunds are paid back0.77
You have 30 days from delivery to start a return, and items need to be unused with their original packaging. Refunds go back to the card you paid with, usually within five working days.
Scores and articles are made up for the example. The five best passages, the meaning-based search and the sources under the answer are how it works.
What the wiki does for you.
Writing it
The questions we get asked.
Anything longer lives in the help centre.
How many pages can we write?
As many as you need, with sections, ownership and control over who may change what.
Does anything else use what we write?
Yes. Your web chat, your WhatsApp assistant and your team all answer from the same article, so one edit fixes every answer.
Can we publish some of it publicly?
Yes. Choose the half the world sees and it becomes your public help centre, on your own domain.
How do we know it is still true?
Every page has an owner and a review date, and the ones that have gone stale are listed rather than quietly rotting.
Bring the ten questions your team asks most.
Half an hour. We will write them up with you and watch the chat start answering them.