Self-service
They skip the queue, you skip the FAQs
Give customers 24/7 access to instant answers for common questions, and reduce your team's email volume by 30%.
Your customers deserve
seamless self-service
Build a help center that wows
Create a central place that looks and feels like your brand, where customers can find answers to their questions. Plus, our no-code builder will help you get up and running in no time.
The right article at the right time
Place popular help content on specific pages on your website or in-app with Beacon to give customers real-time answers.
Customers ask, AI answers
AI answers is a 24/7 self-service assistant that searches through help content to answer customer questions in seconds. If they need help from your team instead, AI answers won’t trap them in a loop—your team is one click away.
Report, refine, repeat
Optimize your articles
Most-viewed articles tell you what your customers are reading, while failed searches show you what customers looked for but couldn’t find.
Get direct feedback
View article ratings and customer feedback on AI answers to check on how self-service is performing.
Watch self-serve % climb
Get reports on the number of resolved conversations and escalations to your team to see how AI answers is contributing.
Over the last two years, with improvements to our Beacon and our Docs, our FAQ visits have increased by 122%, while our email volume has actually decreased by 58%!
The Beacon enables us to make the most common help articles incredibly easy to access. This saves us time because customers can self-serve and have their questions answered without relying on a support rep to email them back.
We saw the most improvements after consolidating our email, chat, and documentation in Help Scout. Having access to the big picture view Help Scout gives us of our support strategy has been essential.
