Support Hero: Knowledge Base Management Made Simple

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.