What is a help center system?
It is a technical support platform in the cloud. It stores your customer data in a database allowing you to track interactions and automate the problem resolution process with a ticketing system.
How does a help center system work?
- The visitor to your website looks for the solution to their problem in the help guides or contacts your technical support from the same place.
- If they make contact, the system creates a ticket with the issue. Your operators record the details, resolve the issue and close the ticket.
- The customer has been able to track and interact throughout the process. The tickets are associated with their contact information.
4 Main advantages of a Help center
- Improve the quality of your technical support service and thus increase customer satisfaction.
- Organize your customer service department. The ticketing system helps you identify and segment cases.
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Make data-driven decisions. Tickets allow you to get to know your customers and analyse the support history.
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Save support time by answering frequently asked questions with help guides that will be visible on every page where you set them up.