Personally, I'm a huge fan of online help because it means that I don't have to pick up the phone and wait for an answer - maybe I'm just inpatient... Not everyone is in the same camp as me, and I get that, but what is the balance?
I sat through a few presentations about chatbots this week. There's definitely a growing trend in using bots to provide online help for users and it made me think about what were doing as a company for our user community.
April was a good month for our help facilities because we dedicated the time of 2 people to improving your UserHub and Cx in-product help features. The effort has really paid off.
UserHub has 130 items you can read or download, including 14 Cx short help videos
The next release of Cx will contain a whole host of new help features
I've linked the UserHub brochure below for you to explore and if you want access and can't get it, please just let me know.
Now, we're leaving the bots for the time being because UserHub needs to be our priority; however, for those of you who don't want to spend time on the phone to us, we think we're still moving towards the right balance.
Are we moving in the right direction? I will always welcome your feedback.