About support websites
In Customer Service Management, each customer experience you create automatically comes with a dedicated support website that can be tailored to meet the needs of a specific customer group.
How customers use support websites
Support websites help customers get the assistance they need, when they need it. Customers can use support websites to find information and answers to their questions, or seek help by:
searching for and reading help articles
chatting to an AI customer service agent
submitting requests or questions using forms
tracking the progress of their requests
connecting with your support team
Tracking requests
Customers can view all their requests on the support website. This includes the status of each request, updates from your support team, and a history of any interactions. Customers can also communicate directly with your team by replying to comments within the requests.
Receiving requests through a support website
You can receive requests from customers via your customer service agent in the chat widget or through forms on your contact page.
Chat widget
The chat widget allows customers to chat with your AI customer service agent. The agent can answer questions, provide guidance, and hand off requests to your support team. Read more about the chat widget.
Contact page
The contact page displays the forms you’ve created in your customer experience for customers to use when they submit requests. Read more about forms.
Customization options
You can customize each support website to match your brand and meet your customers’ needs. Customization options include:
Adding your brand logo, colour, and other brand elements
Choosing which articles and forms you make available to your customers
Creating bespoke pages in addition to your articles
Designing the layout of your content and information using templated page elements
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