LiveRecover agents use a Collaborative Knowledge Base to accurately represent your brand when addressing customer inquiries. They’ll consult multiple sources to provide quick, reliable answers—only escalating to your support team if absolutely necessary.
First and foremost, we always encourage and recommend filling in Knowledge Base (KB) located on your LiveRecover dashboard.
Populate Your Knowledge Base
Auto Capture: Use the "Auto Capture" button on the Knowledge Base page to automatically pull content from your existing FAQ. This keeps your KB fresh and up to date.
Manual Entries: Click New Entry in the top-right corner to add details not found on your website—like upcoming promotions, shipping methods, or your preferred tone of voice.
2. Reorder Questions for Easier Reference
Each KB entry has a drag handle to the right.
Drag this to move entries higher or lower in the list, ensuring your most important info is front and center.
3. Add Relevant Topics
Consider common questions like shipping times, order modifications, fit or measurements, and brand specifics.
The more detailed your KB, the quicker our agents can resolve customer questions—without bothering your support team.
4. Site & FAQ Search
If the answer isn’t in the KB, agents next check your website and FAQ pages.
This second step often covers product details, pricing, or policies.
5. Escalation to Your Support
If our agent was unable to find the answer through the KB or from your site, they will forward your customers to your support team for post-purchase question or use our Issue Escalation feature for pre-purchase questions.
This ensures your customers never receive incomplete or inaccurate info.
If you have any additional questions or need help refining your Knowledge Base, feel free to reach out to us at support@liverecover.com.