Docs
Empower customers with self-service answers and reduce support volume with a powerful knowledge base.
Executive Summary
Help Scout Docs is a self-service knowledge base feature designed to empower customers to find answers independently, thereby reducing the workload on support teams. It allows businesses to create and manage comprehensive articles, FAQs, and guides, making information readily accessible 24/7. This feature is integrated into the broader Help Scout platform, complementing other support tools like live chat and email ticketing. Docs sites can be quickly set up, often within minutes, and are scalable, with options to add multiple sites for different products or audiences. It helps organizations deflect common inquiries, with reported reductions in email volume by up to 30%. The platform also incorporates AI-powered features, leveraging the OpenAI API to assist in content generation, further streamlining the creation of helpful resources.
Use Cases
- Provide instant answers to common customer questions, reducing direct support inquiries.
- Onboard new customers with comprehensive guides and tutorials.
- Create a centralized, searchable repository for product documentation and FAQs.
- Empower customers with 24/7 self-service options.
- Reduce support team workload by deflecting repetitive questions.
Features
Visibility
- Multiple Docs Sites: Create and manage separate knowledge base sites for different products, brands, or audiences.
- Customizable Branding: Tailor the look and feel of your Docs site to match your brand.
Intelligence
- AI-Powered Content Creation: Utilize AI to generate article drafts and improve content efficiency.
Support
- Self-Service Knowledge Base: Empower customers to find answers independently, reducing the need for direct support interactions.
- Integrated with Beacon: Seamlessly embed Docs articles within Beacon for contextual help on your website.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- OpenAI API
Security & Compliance
Certifications: SOC 2
Pricing
- Model
- Subscription-based, per user for core plans, with additional Docs sites available for a monthly or annual fee.
- Starting Price
- Free plan available, additional Docs sites from $20/month (billed annually)
- Target Customer
- SMB,Mid-Market
- Contract Type
- Annual, Monthly
About helpscout
Help Scout is a global remote SaaS company that provides a customer support platform, including a shared inbox, knowledge base, and multichannel messaging. It offers AI, automation, and reporting tools to help teams deliver human-centered support. The company serves small to mid-market businesses across various industries.