Embrace and share your know-how.
Centralized knowledge base & intelligent search engine that empowers agents and improves self-service experience.
Install Help on your website and save your customers the discomfort of interacting in a pop-up. It’s responsive, it automatically adapts to mobile devices. Help supports multimedia and actions like cobrowsing.
The search engine understands natural language, intentions and equivalent meanings. It identifies spelling errors, recognizes misspelled words, different ways of saying the same and regionalisms.
Uses machine learning to increase search engine positioning and create SEO optimized sites.
Attend your customers in English, Portuguese and Spanish.
Forget about considering multiple ways of asking, jargon, grammatical errors and other language deformations. Help understands the intent behind each interaction.
Help has the largest proprietary base of different ways of expressing the same meaning, including words and compound concepts. Machine learning technologies make the base evolve with every interaction.
Help detects local terms, regionalisms and jargon, identifying the different uses of speech in the same language.
Emojis and stickers recognition offer empathic and natural dialogues.
Help prioritizes products and services and detects keywords to give precise answers. It includes categories of relevance: products, services, places, activities, objects, emotions and more.
Maintain fluid long-term dialogues thanks to Help’s retention of relevant information about products, actions and features.
Segment your customers. Help chooses how to relate to each type of customer, automatically customizing the response. It also adapts to the company’s particular conditions, business units or ways of communication according to each channel.
Help provides complete experiences using our algorithms, dictionaries and meanings database that evolve in real time through Machine Learning.
Get ahead! Help suggests related content when it doesn’t possess the information requested, basing on similar interactions of other customers.
Help offers related questions when the request is very extensive or not specific enough.
Customize visual identity aspects and header and footer messages through CCS.
Improve your support! Help measures the customer’s satisfaction offering feedback in each response. It learns from users’ ratings and opinions and identifies improvement opportunities.
Microsites creation in sub-domain formats that access a defined knowledge group.
Decide whether to make an optimized site for public search engines or a private space with restricted access.
Create sites with segmented content using tags according to the access group that is needed. Access to content is limited according to whether the knowledge base is in a public or private area.
Use the Knowledge section to create, edit and delete questions and answers to keep Help updated and offer the best attention. You do not need technical staff or language specialists.
Use tags to categorize or segment knowledge and obtain statistics on the most consulted topics.
Quickly import content from a spreadsheet, or knowledge base from Zendesk Guide, and generate new questions and answers automatically.
Add format to the answers: bold, italic, underlined and crossed out.
Include Youtube videos and create a superior experience.
Improve answers adding related questions or buttons that help your customers locate the information they need
Embedd a page (iframe) in a pop-up window to show complex forms or those that need a secure environment, such as payment.
Offer products or services in an attractive and interactive way thanks to the carrousel feature.
Attach files in PDF format to the articles in order to extend the information.
Use images along with text to solve customers’ requests.
Assisted navigation takes your customer to the right webpage to resolve their request, without them having to click on a link. (Available with AgentBot’s integration)
Use emojis in your articles to give empathic, casual and natural answers.
Integration with Google Analytics to access deeper data.
Track the performance of your sessions
Number of interactions made during the selected period. Visualize the information in a table format for a better analysis.
Qualifications obtained in each answer: – Feedback per day: shows the amount of positive and negative feedbacks and conversations without qualification. – Feedback on interactions: shows the amount of positive or negative feedback detailed per day.
Find out hours and days of greater customer demand.
General performance of conversations that Help has maintained with your customers in the selected period.
Analyze the behavior of your tags.
Access the full history of chats. See the detail of each conversation with condition, user data, interactions performed, feedback, tag, origin, location, IP and device.
Number of unique and recurring customers who interacted with Help. Access the full list of customers, with all the associated information and sessions.
Know the most consulted and qualified topics to have an overview of what is going on in a specfic period of time.
Identify the effectiveness of the interaction window (Visits, clicks, conversations).
All reports allow filtering by periods, conditions, tags, feedback, devices, origin, and location.
Download all reports in CSV or PNG files. Schedule to receive your reports by email.
Redundant infrastructure with self-escalating capacity.
We have SSL (Secure Socket Layer): an encryption protocol that ensures secure communication on the platform and in the chat interface.
Records of total amount of movements made in the administration platform, identifying executors and managers.
Encrypts sensitive content that the customer enters during the interaction.