Self Service
Empowering your customers with the right tools means faster results for them and lower support costs for you.
Documentation made Easier
Traditional knowledge base systems require customers dig amongst deeply nested folder structures for the information they need. With HelpSpot's familiar book-like format, information can be easily scanned and located. Using our integrated visual editor, you can create the chapters and pages for each book in a way that most clearly delivers your important documentation to your customers.
Creating a Community
- Robert South
Provide customers a place to effectively work together to solve problems; forums give your customers a place to get answers and learn from other customers. Because at it's core forums are about facilitating a discussion, we've designed HelpSpot's forum tool to be easy to configure and manage. Moderation tools, bayesian filtering and optional captcha requirement keeps your forums filled with only meaningful discussion.
Just a Click Away from Support Staff
If the self-service knowledge books or forums don't have what your customers are looking for, HelpSpot has an integrated request submission form so your support team can be reached directly from the portal.
Beyond customizing the basic issue-related questions and look/feel, use custom fields to collect important information the first time, minimizing the back and forth. Integrated captcha, or optional reCaptcha, prevents your support desk from being overrun with SPAM requests.
HelpSpot's log-in area allows customers to access all open requests with your support desk, giving customers a centralized location to follow the progress of their requests.
Many portals, one HelpSpot
Using HelpSpot's secondary portals, create a different portal for each of the customer groups/products you support. Each portal can be completely unique, having it's own look and content, or simply clone from the primary portal and tweak only selected items; the choice is yours.
No matter how many customer portals you create, or how they are configured, each rolls-up to your one HelpSpot installation for centralized management.
More to Know
- Enrich knowledge books - Attachments and links to other knowledge book pages complete your content.
- Staff documentation - Use private books (staff only) for documenting internal policies and procedures.
- Private Forums - Staff can discuss everything from changes in procedure to snacks for the next team meeting.
- Forums pushed to customers - RSS and email subscriptions push updates to customers inbox/RSS reader.
- Custom request submission form - Collect the information your staff needs to quickly answer the request.
- Different customers, different portals - Separate portals, all easily managed via your one HelpSpot installation.
- Creating content like a pro - Visual editor allows you to create knowledge book pages with ease and style.