About customer experiences

Customer experiences are dedicated support environments you create for different groups of customers.

Each customer experience defines how a specific group of people get support, including the support website they use, the articles and forms they can access, and the branding they see.

You can create one customer experience for all of your customers, or multiple experiences to serve different audiences. For example, you might set up separate customer experiences for different products or brands, or create one customer experience for your general customers and another for partner groups. This gives you the flexibility to deliver targeted support, so every customer group gets the help that’s right for them.

Customer experiences allow you to customize:

• Channels – the ways customers can reach you, such as your support website and email.

• Customer service agent – an AI-powered agent that can answer questions, guide customers to solutions, and hand off requests to your support team.

• Articles – support articles that help customers find answers on their own, and can be used as a knowledge source for your customer service agent.

• Forms – the request forms customers use to contact your support team.

• Branding – custom logos, icons and colors to match your brand.

• Customer access – controls for which customers and organizations can access channels and resources.

• Customer notifications – automated emails that keep customers updated about their requests.