Today's customers increasingly prefer trying to solve a problem on their own before going to customer support. According to Statista, 88% of customers expect businesses to have a self-service portal.
Enter the Help Centre (also known as Knowledge Base).
Within a Help Centre, a customer can navigate through high-level categories or search to find relevant articles. These can range from informational articles to step-by-step tutorials and can even include screenshots, GIFs, and videos.
Help Centre articles are a great way to deflect tickets by answering common questions or taking users through how-to's — without ever interacting with a support agent.
Readers can also rate the helpfulness of each article so you know which articles are hitting home and which may need some tweaking.
We partner with Intercom, who we believe have the best integration of this feature. For more details on Intercom's Help Centre capabilities, visit:
Intercom: product page and Knowledge base best practices for self-serve support (blog post)
To learn more about how Help Centre can help your business, get in touch with us at email@bothello.io or send us a message in the chat.