Organize Help Center for Customers Self-Service

With UseResponse you can organize a dedicated space for customers to get answers to their questions from your online documentation and provide the tool for submitting requests in case the answer couldn't be found. Providing a self-service portal for customers to help themselves could reduce the number of incoming requests and decrease support expenses in your company.

In this article, we'll take you through a few steps on how to build an effective help center.

You can also watch our video tutorial to learn the basics of the helpdesk system setup.

1. Support Channels

UseResponse provides a variety of channels customers may use to contact your support team.

Email is considered to be one of the main support channels so it should be a primary setting you should work on. UseResponse provides a default mailbox setup for incoming/outgoing messages. If you want to use your own email address, you need to add it in Administration » Support Channels, setup forwarder, add SPF record for proper mail delivery, verify a new mailbox and make it a default one. Here is the detailed information on how to configure mailboxes and add a custom mailbox in the cloud instance.

Users may fill out a contact form in your support portal so you need to configure portal settings in Administration » Support Channels » Community Portal:

  • Make your community private and grant access to it only for an internal team or a set of external clients;
  • You can also change the language of your community.

There are use cases when you need to gather customer requests separately in different regions. In that case, you can create several portals in Administration » Support Channels » New » Community Portal and control the agents' and users' access to them in Menu » Users by creating custom teams with access to a specific forum. Check out the article to understand how to build multiple support centers. Multiple forums can also be helpful if you want to build dedicated self-service portals for each of your products or brands.

You may want to collect user requests avoiding routine authentication and extra redirects to your help center. Integrate support widget on any place of your website or application and capture users' requests quickly. Your customers wouldn't need to search for a dedicated platform to submit a private request.

You may deliver instant customer service in live chat widget and popular messengers. In Administration » Applications you need to enable necessary channels first and then set up live chat widget settings and required messengers.

Except for the channels your customers may use to submit a request, you need to allow them to find the answers on their own using the official documentation around your product or service. Please refer to the article on how to set up the knowledge base effectively.

2. Ticket Workflow

Apart from basic information (title, description, screenshots), you might need to capture specific details from the customers' requests. UseResponse allows adding more options like product version or the plan the customer is signed up for to a new ticket form in Administration » Custom Fields » Tickets. In our online knowledge base, you can find how to build a custom ticket form.

In addition, UseResponse gives you the opportunity:

  • To set up a complex and well-organized hierarchy of ticket categories and subcategories using conditional fields;
  • To send a chatbot reply as a user, contact or custom form in a chat widget to be filled out before a customer is connected to a chat operator.

When a user submitted a new request, you should help him to track its progress with statuses that can be managed in Administration » Statuses. If your ticket workflow includes other statuses, just rename default ones in Administration » Languages or create additional custom statuses.

By default, the system automatically notifies and subscribes all support agents in the company when a new ticket is created. But if you want to override UseResponse logic, in Administration » Automation & Notifications you can create triggers to perform automatic subscription, sending custom email notifications, changing status, automatic assignment based on specific conditions.

In Administration » Support Channels » Help Desk you can allow submitting new tickets anonymously without authentication. Here you can also change the notification setting if you want all ticket notifications to be sent from the name of default mailbox instead of agent name who posted a reply.

3. Advanced Settings

There are several advanced settings that can be useful for companies with complex ticket workflow.

  • Triggers mentioned above can also be used to set up automatic ticket routing. Tickets can be distributed automatically between all agents in the team one by one or based on agent workload or between online agents. With Smart Assignments feature you can also specify who should be assigned in case there are no available agents in the team according to the company’s working hours;
  • UseResponse allows defining your business hours for the whole team or different agent teams if required;
  • Business hours have an impact on the company’s SLA rules which you can determine to prioritize one customer over others by providing him quicker support and set your support agents targets on ticket resolution or reply time;
  • With UseResponse you can also identify if customers are satisfied with how you resolved the issue.

4. Portal Customization

UseResponse provides a variety of options to make your help center look the same way in design as your website or web application:

5. Views & Queues

All tickets and chat conversations coming from various support channels could be handled in Menu » Inbox with flexible options to manage support queues and custom reports. For easier ticket management you can build reports in  Kanban view.

Please refer to the article on how to manage queues and reports.

In addition, UseResponse provides comprehensive  analytic abilities to measure team performance and keep an eye on workload overview.

6. Tools for Ticket Processing and Teamwork

In UseResponse multiple agents can work on one issue simultaneously.

When you want to avoid conflicts in simultaneous work/replies of several agents in the same request or you want to let other agents know that someone already took the request and was working on it, you can use  Lock feature.

Sometimes while delivering customer support agents have to perform several tasks before the user's issue gets resolved and ticket changes its status to closed. Find in the article on how to organize a  to-do list inside a certain ticket and share tasks between several agents in the team.

To include a member of the support team into teamwork on the ticket you can also use @mentions along with private notes to remind a colleague on his new assignment.

If you should process hundreds of similar requests every day,  canned responses may help the support team by providing standard answers in two clicks.

Keep in mind every ticket update, new assignment, team collaboration with comments and notes could be tracked in Menu » Activity Log in the management area or on Dashboard.

7. Import Users and Sign-In Options

  • Use the built-in importing feature to get users on board from a web application, CRM or third-party systems;
  • Specify the ways your customers log in UseResponse instance: it could be native login, Single Sign-On or both options.

Now you're ready to start delivering amazing customer support with UseResponse.

Is article helpful?