There are 5 things you need when replacing or building a help center for your customers:

  • Rich help content
  • Real user Q&A's
  • Smart search
  • Assisted channels when desired
  • Intelligent distribution of content

Customers prefer to find answers on their own. In fact, 72% of customers don’t want to call your support center (Forrester report). They prefer to search, browse FAQ pages or use automated chat. Unfortunately, less than 50% of customers actually find an answer by themselves. That's why you need to set up a good self service flow for them.

To solve this, a smart and integrated help center should be at the core of your self service ecosystem. When done right, your help center will have a positive impact on call and ticket deflection.

*This report is based on 40+ industry leaders data.

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