Always-On Support ensures customers receive help the moment they need it. AI agents, curated resources, and escalation workflows keep satisfaction high and inbox volume low.
Support without waiting
Clients interact with AI assistants for instant answers, and escalations include full context for human follow-up when required.
Support Layers
- AI agents available throughout the portal for voice or text conversations.
- Knowledge hubs featuring articles, videos, and walkthroughs tailored to stage and segment.
- Escalation paths that capture context, assign owners, and surface expected response times.
Resource Personalization
| Stage | Recommended Resources | Delivery Method |
|---|---|---|
| Prospect | ROI calculators, product tours, competitive FAQs | Spotlight blocks, guided tours |
| Onboarding | Configuration guides, checklists, integration docs | Task attachments, AI prompts |
| Active | Adoption playbooks, success stories, QBR templates | Portal tabs, automated emails |
| Expansion | Feature deep dives, ROI summaries, pricing FAQs | AI recommendations, resource alerts |
Support Workflow
Configure AI Assistants
Assign agents to portal-wide or task-specific roles, define tone, and connect knowledge sources.
Curate Self-Serve Content
Tag articles and videos by stage so the portal recommends relevant guidance automatically.
Enable Escalation Policies
Determine when tickets route to humans, what context is captured, and desired response SLAs.
Monitor Engagement
Track which resources clients consume and where AI escalates to refine coverage.
Improve Continuously
Use feedback loops and sentiment analysis to enrich knowledge bases and adjust support flows.
Best Practices
Proactive beats reactive
Schedule resource nudges or AI check-ins before critical deadlines to prevent last-minute issues.
- Provide multilingual support via AI translation features.
- Share escalation timelines within the portal so clients know when to expect responses.
- Analyze support trends to prioritize product enhancements or training materials.
Link Always-On Support with Integration Ecosystem to sync tickets and communications with your existing helpdesk tools.