Self-service support tools empower users to find answers and solve problems without contacting your support team. From knowledge bases to in-app guidance, these tools scale support while improving user satisfaction.
In-app guidance through smart tips, tooltips, and product tours that intercepts user confusion before it becomes a support ticket.
Complete customer support platform with help center, chatbot, and in-app messaging for self-service and assisted support.
Enterprise help desk and knowledge base platform with self-service portals and community forums.
Interactive guide platform for creating decision-tree style self-service help and troubleshooting wizards.
Simple, user-friendly help desk with knowledge base and beacon widget for in-app self-service support.
Proactive in-app guidance prevents tickets. Knowledge bases and chatbots handle tickets that still occur. The best strategy combines both.
Look for support for articles, videos, interactive guides, and in-app tooltips. Different questions need different answer formats.
Users should find answers in under 30 seconds. Look for good search, AI suggestions, and contextual help based on the current page.
Track ticket deflection rate, self-service success rate, and user satisfaction with help content to prove ROI.
Well-implemented self-service typically reduces support tickets by 30-60%. In-app guidance that prevents confusion is even more effective, often reducing specific ticket categories by 50-80%.
They serve different purposes. In-app guidance proactively prevents confusion in real-time. Knowledge bases provide comprehensive reference material for complex questions. The best approach uses both together.
Track ticket deflection rate, self-service resolution rate, time-to-resolution, and CSAT for self-service interactions. Compare these against assisted support metrics to demonstrate value.
See why Produktly is the top-rated choice. Start your free trial today.
Start free trial