Give customers fast, reliable answers without the queue. The Self-Serve Answers Hub packages your top FAQs, short clips, and linked docs into one searchable page - so users unblock themselves and your team focuses on high-value issues.
Who it’s for
Customer Support & Success teams
Docs/Knowledge Base owners
Product & Enablement managers
Why it matters
Lower tickets, higher CSAT. Fast answers beat long queues - and consistent, on-brand guidance reduces back-and-forth, escalations, and time to resolution.
How it works (TOF → MOF → BOF)
TOF (Surface answers where users are):
Publish 20–60s clips for the top 20 FAQs (one clip per issue). Share via in-product banners, release emails, and Slack/Community. Each clip links to the Help Hub page.
MOF (On-Site Help Hub):
A Replay page that includes:
Chapters: Getting Started → Common Fixes → Integrations → Billing & Admin → Advanced
Searchable transcript & timeline to jump to the exact step
Doc links & snippets under each clip (copy/paste commands, API refs)
Quick actions: “Reset token,” “Re-sync data,” “Check system status” (deep links)
BOF (Human help when needed):
Primary CTA: “Still stuck? Book 15-min help.” (calendar embed)
Secondary: “Open a ticket” · “Chat with support.”
KPIs: Ticket volume (↓) · CSAT (↑) · First-contact resolution (↑) · Time-to-resolution (↓) · % self-serve solves
Automation: Repeat views of the same chapter → proactive outreach with the exact clip + doc; three failed quick actions → auto-create ticket with context; high-severity topic viewed → Slack ping to on-call.
Answer once, help thousands.