Workflow for Realized support

May 29, 2012

Squarespace has an extensive user manual. Beginning users can easily find a Getting Started section. A searchable set of how-to articles and FAQ answer questions from more experienced users.

When we explored alternative platforms for Realized-app support, we wanted to emulate Squarespace as a starting point. We anticipated that a typical need for support might pass through three stages:

  • Reading the manual
  • Searching the forums for similar issues
  • Asking a question via email

One aspect of Tender stood out from the other SaaS providers. It provides a searchable knowledge base to 'Help your customers help themselves'. After seeing that feature, other platforms seemed to be just combinations of forums and email managers.

Tags: support