Customer Assist
What is Customer Assist?
Customer Assist is a self-service knowledge base that can be accessed by customers through an organization's website. It lets customers find answers to common questions on their own, without contacting an agent.
Customer Assist describes a customer-facing knowledge base: a set of searchable articles and frequently asked questions published on an organization’s website so customers can find answers without calling, emailing or chatting. It typically draws on the same content that agents use, which keeps the answers customers see consistent with what they would hear from an agent.
A self-service knowledge base is most useful for common, well-understood questions, and it works only when articles are written in customers’ own language, kept current and easy to search. Teams usually measure search success, article ratings, and whether a visit is followed by a contact on the same topic. A rise in contacts after visits often signals content that is unclear or out of date. When a customer still needs help, an easy route to an agent avoids frustration.
Related: Self-service, Assist Knowledge, Contact center knowledge base, Totalix (the current platform).