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.