Improve Customer Service Knowledge Base
Summary
Freelancer Client is hiring: Improve Customer Service Knowledge Base.
Location: Remote
I need help turning our existing customer service platform into a self-serve powerhouse by adding a well-structured, searchable knowledge base. The goal is simple: let customers find accurate answers on their own so overall satisfaction and agent efficiency rise together.
What you'll do:
• Analytics hooks that tell us which articles perform, which gaps exist, and where to improve.
Skills: CSS, User Interface / IA, HTML, Customer Service, Documentation, Content Management System (CMS), User Experience Research
Budget: $2500–$0 USD
Source: Freelancer Client via Remote / Online. Apply on the source website.
Original
I need help turning our existing customer service platform into a self-serve powerhouse by adding a well-structured, searchable knowledge base. The goal is simple: let customers find accurate answers on their own so overall satisfaction and agent efficiency rise together.
Here’s what I’m after:
• A clean information architecture that groups articles logically and keeps navigation effortless.
• A robust search with filters, tags, and synonyms so users locate answers in seconds.
• Templates or style guides to keep future articles consistent.
• Seamless integration with our current platform and branding.
• Analytics hooks that tell us which articles perform, which gaps exist, and where to improve.
Right now, I’m focusing solely on the knowledge base, but I’d like the build to remain flexible in case we decide to bolt on live chat or a ticketing flow later. If you’ve deployed knowledge bases in Zendesk, Freshdesk, Intercom, or similar tools—and know your way around markdown, HTML, and basic CSS tweaks—let’s talk.
Deliverables will be the fully implemented knowledge base, administrator documentation, and a brief hand-off call so my team can maintain it confidently.
Location & Details
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