Support Hero: Knowledge Base Management Made Simple

Tom Ivers
Every year companies spend millions of dollars to ensure they provide top-notch customer support. They rely on several solutions to handle inbound support tickets, but often, customers will turn to support representatives only when they are unable to find answers on their own. In fact, a majority of customers prefer selfhelp tutorials instead of having to wait for a response via email, phone call, or live chat from a support representative. Existing customer support solutions have many setbacks when it comes to providing support materials to users. Solving the issue is Support Hero, an innovative self-service knowledge base that allows businesses to publish informative articles/tutorials within their website or application and thus improve customer satisfaction. This reduces inbound support requests as customers resolve queries on their own and enable support teams to be more productive, and decrease the frustration of responding to the same questions every time. Alongside reducing customer inquiries, Support Hero helps businesses to save time and resources. “Support Hero helps companies create and deliver game-changing user education experiences that increase retention and engagement,” explains Tom Ivers, Owner and President of Support Hero.

Support Hero help center is embedded within an app or website so that when a user browses a specific feature and has a question, they can immediately access appropriate support resources without exiting the app or website. Businesses can create FAQs and tutorials or easily import the support content from their existing knowledge base and integrate Support Hero within their web platform. Integration is done by simply adding a line of code and this action can be performed by a person with very little technical expertise in a short time. The support content is easily accessible to users and can be customized to display information according to a company’s preferences. For instance, when a user is looking at a particular product, they can simply click the help widget to receive information about pricing, features, and other relevant details instead of submitting a support ticket.

Support Hero helps companies create and deliver game-changing user education experiences that increase retention and engagement

Currently, Support Hero supports over 20 languages and offers white labeling services so that clients can resell or integrate the Support Hero knowledge base into their existing product line.

“Our advanced statistics feature tracks what users search for and what they need help with. This insight eliminates guesswork and helps create support content that matches common requests, ultimately leading to a better customer experience as they receive immediate answers to their queries,” says Ivers. Clients can determine a return on investment as Support Hero tracks all the searches performed by users and reveals which ones were successful, thus mitigating the need for support requests. As far as clients are concerned, Support Hero caters to companies of all sizes, from startups to large enterprises from multiple sectors. Support Hero is designed for businesses that need their support requests to be resolved immediately. Ivers mentions how a client was able to decrease the number of calls in their support center by 35 percent within 30 days of implementing Support Hero.

Moving forward, Support Hero intends to continue enhancing its platform while taking into account customer pain points and market trends. The company is also expanding its team and has several initiatives in the development roadmap scheduled for 2021 and beyond. With a self-help knowledge base solution that seamlessly embeds into a website or application, Support Hero is transforming the way users troubleshoot issues.

Support Hero


Tom Ivers

Self-service knowledge base that helps companies educate customers