Self Service for eCommerce

eCommerce is a 24 hour a day business, but there are only so many hours in that day in which you are available to answer incoming questions via email. What if you could not only cut down on the amount of email that comes to your inbox every day, but more importantly help people help themselves in the moment that they need it the most, like answering questions they have while making a purchase? That's where using self service tools can be a big help.

A Website Widget

You may already have some form of a web widget on your website, but there is also one included in every Help Scout account called Beacon. At it's core Beacon gives your site visitors ways to get in touch with you via email or chat, but it is most helpful in answering questions your website visitors have immediately. Inside Beacon you can display help articles where people can search for the answer they need, so they do not have to wait for an answer from you.

Help With AI

Using AI to help your customers might feel a bit risky, considering just how much information it can get wrong. But unlike ChatGPT or other large AI tools, AI within Help Scout learns and works just on your information, such as your website. Anyone visiting your website can ask it questions, and it is only going to give them information from your own site, not from the entire internet. Far less inaccurate answers, far more help for those basic questions someone who is doing midnight ordering from you might have.

A FAQ Site

While you may have a page on your website with FAQ product information, that might be hard to get updated when changes need to be made. A request to your web developer could take days or even weeks to fulfill just to change something as simple as shipping timelines or revised holiday schedules.

With Docs in Help Scout, you can create, maintain, and publish your own FAQ site that you can fully control with no other outside help needed. Add any articles you would like to it, such as product specs,  sizing guides, or user manuals.