Merging Knowledge base / Zendesk content within Insided Community (feedback needed)

  • 10 June 2021
  • 1 reply
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Userlevel 2
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We are contemplating the possibility to migrate our community from Zendesk to Insided.

 

I know that Insided created the knowledge base feature to “combine your company’s support materials with community generated answers and best practices — all in one category page.”

 

But are there actual exemples of companies (appart from Insided) that benefited from the merge of their community with their knowledge base. It seems that the standard is to keep them separate (lots of Insided customers are still on Zendesk for instance) to prevent mixing too much content and stepping on our community’s toes.

 

Our concerns is that our customers would loose the feeling of the community if our company involves to much in content creation (articles, how to, ...) and eventually to lose their participation within the community.

Any feedback on this?

Thanks!


1 reply

Userlevel 5
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Hi @victorlacombe 

I am doing some clear up of older topics on inSpired and I came across this one.

In short, keeping your knowledge Base in Zendesk may be slightly more efficient for your agents, as the KB is then local to where they are working and easier to use in customer communications..

With our federated search you can pull that content also into the community and unify the results list.

Happy to talk more if this is still a challenge you have.

Alistair

 

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