Build self-service support that your customers will use
Self-service support in today’s world is no longer a nice bonus a company can offer, it’s a must. And the best way to do it is to provide it where and when your users need it the most - right within your application. With Inline Manual, you can create an in-app self-service experience that meets your customer expectations. One solid article or a carefully placed tooltip can help hundreds of customers at the same time. It’s highly effective. Empower your users with self-service materials to reduce the support load and churn, increase your conversion rates and improve customer experience. If you do it right, it’s a win-win for both you and your customers.
What is self-service support and why is it important?
Self-service support doesn’t require the assistance of a support agent. You provide your users with options to find answers and learn on their own terms. It’s often done through knowledge base articles, users communities, in-context tooltips, step-by-step walkthroughs, and in-app announcements.
And let’s be honest, not all customers need or want to talk to you. Zendesk found out that, 67% of users prefer self-service support over contacting a support team. Maybe they’re just busy or maybe they prefer to find answers on their own. Whatever it is, you need to be prepared for that. Today, users are used to getting the information with just a few simple clicks. Without doubts, they will expect the same from your product. With Inline Manual in-app support, you can meet your users' expectations 24/7. Your users will get answers as soon as questions arise without leaving the product.
Why Inline Manual?
Seamless support experience with on-demand help
Meet your customers where they are - within your application. Don’t make your users go searching for help. Provide it right where they need it the most. Your users will read an article, explore helpful tooltips or play a walkthrough whenever they want to without leaving the app. We agree, not all questions can be answered with a support article. That’s why you can add a link or a button in the widget’s footer to a contact form or a live chat. Let your customers help themselves, but give them the option to reach out to you if they have to. It’s a perfect balance.
A broad list of functionalities that you can rely on
Use the help widget, add support articles, build multi-step walkthroughs, place tooltips, gather feedback and much more. We know from our customers that once they begin using Inline Manual in one area, such as in-app support, they realize they can use it in other areas, like user onboarding and training, marketing, feature adoption or in-app surveying. It will save you time and money.
Smart targeting to display the right topics to the right users at the right time
Not all self-help materials will be important to all users. Display articles, walkthroughs, and tooltips that are really relevant to your customers. You can divide your customers based on behavior, role, or a plan. Then, you can target them with different topics. Rather than showing everything at once, you can provide specific help as your users move through your app. Show only necessary information when users are most likely to find it useful. In turn, you will get your users to the “a-ha” moment faster and they will thank you for this.