Features
Core capabilities of OWL.BiKe and common use cases for customer support.
Overview
OWL.BiKe provides essential tools for building and managing a customer support help center. You can organize knowledge bases, enhance search experiences, collect user feedback, and track performance through analytics. These features streamline support operations and improve customer satisfaction.
Article Management
Create, edit, and publish support articles efficiently.
Search Tools
Implement powerful search and navigation for quick answers.
Feedback Collection
Gather customer insights directly from your help center.
Analytics Dashboard
Monitor usage and optimize content performance.
Start with category organization to structure your content logically before adding advanced features.
Article and Category Management
Manage your knowledge base by creating categories and articles. Categories group related topics, such as "Shipping" or "Returns," while articles provide detailed answers.
Create a Category
Navigate to the admin dashboard and select "Categories." Enter a name like "Shipping and Tracking" and save.
Add Articles
Within the category, click "New Article." Write content, add tags, and publish.
Organize Hierarchy
Nest categories for subtopics, like "Shipping > International."
Use the API to automate article creation:
const response = await fetch('https://api.example.com/v1/articles', {
method: 'POST',
headers: { 'Authorization': 'Bearer YOUR_API_KEY' },
body: JSON.stringify({
title: 'How to Track Orders',
categoryId: 'cat_123',
content: 'Track your order here...'
})
});
import requests
response = requests.post('https://api.example.com/v1/articles',
headers={'Authorization': 'Bearer YOUR_API_KEY'},
json={
'title': 'How to Track Orders',
'categoryId': 'cat_123',
'content': 'Track your order here...'
}
)
Search and Navigation Tools
Enhance discoverability with built-in search, breadcrumbs, and related articles. Customers find answers faster, reducing support tickets.
Enable full-text search across articles. Configure relevance scoring in settings.
Add filters by category, tags, or date. Example query: shipping > international.
Show paths like Home > Shipping > Tracking for better orientation.
Customer Feedback Collection
Collect feedback via reactions, comments, or surveys on articles. Use this data to prioritize content updates.
Confusing returns policy
User rated 2/5 stars
Great shipping guide
User suggested more images
Update promo codes article
Multiple requests for clarity
Fixed tracking link
Article updated with new URL
Analytics Dashboard
Track key metrics like article views, search queries, and popular categories. Identify gaps and measure improvements.
View top-searched terms, bounce rates, and conversion to satisfaction scores. Export data for reports.
// Fetch analytics data
const analytics = await fetch('https://api.example.com/v1/analytics?period=30d', {
headers: { 'Authorization': 'Bearer YOUR_API_KEY' }
}).then(res => res.json());
console.log(analytics.topArticles); // Array of popular content