Introducing the New Knowledge Base: Your Ultimate Support Tool

We’re excited to announce the launch of our new Knowledge Base at help.2way.is, a transformative update designed to enhance your experience with 2Way. Whether you're navigating the Admin Dashboard or onboarding new team members, this resource will help you save time and streamline operations. Here's everything you need to know about this game-changing update.

Navigate the Admin Dashboard with Ease

The Admin Dashboard is the heart of your 2Way experience, but we know that getting to grips with all its features can sometimes feel overwhelming. That's where the Knowledge Base comes in. We’ve created dedicated articles for each module within the dashboard, providing clear, step-by-step instructions, visual aids, and even FAQs to ensure you understand every function. Whether you need to troubleshoot, configure new settings, or optimize workflows, the Knowledge Base is your go-to guide.

With easy-to-follow content and helpful screenshots, you’ll find solutions quickly without wasting time searching through endless menus or waiting for external help. It’s designed to help you get the most out of your platform, empowering you to manage your system more efficiently.

Onboard New Clients and Moderators with Confidence

Onboarding new clients and moderators has never been easier. The Knowledge Base simplifies this process by offering structured articles that guide users through each step, from setting up accounts to managing content and reports. These resources are designed to make everyone, from new users to experienced moderators, feel comfortable navigating the platform.

Since the Knowledge Base is available 24/7, new clients and moderators can refer to it whenever they need assistance, speeding up the learning curve and reducing the reliance on external support. Whether you’re teaching them how to create surveys, manage events, or track analytics, the Knowledge Base is an invaluable training tool that ensures your team can hit the ground running.

Why Self-Service is Preferred

According to several studies, users increasingly prefer to solve issues on their own using knowledge bases, rather than reaching out to a chatbot or human support. A report by Zendesk reveals that 81% of customers try to resolve issues themselves before seeking live support. This trend is backed by the desire for faster, more efficient resolutions, without the wait times often associated with chatbots or live agents​

The new Knowledge Base is designed with this in mind. It allows users to find answers to their questions instantly, at their own pace, which significantly improves their overall experience with the platform. When help is needed, users can always escalate their queries to a support ticket or email system, but they are empowered to resolve most issues independently first.

User-Friendly Navigation and Search Functionality

We’ve designed the Knowledge Base to be as intuitive as possible. Here’s what you can expect:

• Searchable from the Main Page: The Knowledge Base is equipped with a powerful search bar to quickly locate articles, guides, and tutorials on a wide range of topics.

• Module-Specific Articles: Each module has its own dedicated section, so you can go straight to the relevant content without having to sift through unrelated information.

• Clear Categorization: Articles are organized by category, allowing you to find the information you need with minimal effort. Whether you’re looking for general platform information, specific troubleshooting steps, or feature guides, everything is neatly categorized for ease of use.
• Responsive and Mobile-Friendly: Access the Knowledge Base from any device, whether you’re at your desk or on the go. It’s designed to work seamlessly across mobile, tablet, and desktop devices, ensuring you have access to support whenever you need it.

Ticket Support System: A Helping Hand When You Need It

While the Knowledge Base is a comprehensive self-service tool, we understand that some issues may require more personalized attention. That’s why we've also integrated a ticket support system alongside our email support options. Should you need further assistance, you can easily submit a support ticket, which will be promptly reviewed by our team. This two-tiered support system ensures that you can find quick answers on your own but also have the option to get direct help when needed.

A Resource That Evolves With You

The Knowledge Base is a living, evolving resource. We’re committed to continuously adding new articles, refining existing content, and incorporating feedback from our users to ensure it remains a valuable tool. As 2Way continues to evolve, so will the Knowledge Base, keeping you informed about new features and best practices.

By gathering user feedback and regularly updating our content, we ensure that the Knowledge Base will always reflect the latest changes to the platform. Your input is crucial to this process, so we encourage you to share your thoughts on how we can make this resource even better.

Why It Matters

The launch of the Knowledge Base is part of our ongoing commitment to improve efficiency, enhance user autonomy, and reduce support wait times. By empowering you to solve problems independently, we’re helping you save time, minimize disruptions, and focus on what matters most: running your organization effectively.

Ready to dive in? Visit help.2way.is to start exploring the new Knowledge Base today. If you ever need further assistance, don’t hesitate to contact us through our ticket or email support system.

Together, we’re building a more efficient, empowered 2Way experience—one where you have all the tools you need to succeed, right at your fingertips.

‍