Support Hero is an integrated knowledge base platform that allows businesses to provide self-help solutions to their customers. It’s designed to reduce the number of support tickets by helping users find the answers to their questions quickly and efficiently without needing to contact customer service.
Key Features
- Comprehensive Knowledge Base Portal: Synchronizes seamlessly with the embeddable widget, boasting a customizable design that can run on a user’s domain.
- Embeddable & Context-Sensitive Widget: Integrates easily into websites and web applications, displaying relevant articles based on the user’s current page navigation.
- Language Support & Localization: Over 20 languages supported, allowing a broad spectrum of user interactions.
- Advanced Analytics: Provides insights into the knowledge base’s performance, areas for expansion, and user interaction statistics.
- High Customizability: Both the portal and widget can be tailored using CSS, ensuring alignment with individual brand aesthetics.
- Robust API: Enables extraction of categories, articles, and full-text searches, enhancing integration capabilities with other platforms.
- Mobile-Friendly Design: Assures compatibility across browsers and devices, offering a seamless user experience.
- Full-Text Search: An integrated search engine, facilitating ease of access to relevant support materials.
- Content Flexibility: Supports diverse content types, including videos, images, and PDFs.
- Private & Secure Access: Offers content accessibility only to authenticated users, with Single Sign-On capabilities and role-based security measures.
- White Labeling: Opportunities for businesses to rebrand and resell the system, promoting collaborative ventures.
- SEO Capabilities: Contains essential Meta fields for effective search engine optimization, bolstered by Custom Domain Name (CNAME) usage.
- User Feedback & Task Manager: Allows for continuous improvement based on user feedback and an integrated task manager to monitor essential to-dos.
- Advanced Widget Parameters: Facilitates tailored user experiences by accepting specific parameters from web page links.
- Article Management: Comes with article history tracking, customizable templates, and scheduled publishing or expiration.
- Sophisticated Contact Form: Guides users through an interactive series of questions, searches, and feedback options before they initiate a support request.
Use Cases
- For SaaS companies aiming to reduce the number of customer support tickets.
- Online retailers wanting to provide immediate answers to frequently asked questions.
- Any business aiming to offer self-help solutions to improve customer experience.
Pricing
They offer 14-day free trial for users to test out their platform.
- Small Plan: This plan costs $49 per month and includes 1 admin, 1 language, unlimited articles, analytics for 7 days, basic customization for the help center and widget, and business hours support.
- Medium Plan: This plan costs $99 per month and includes 3 admins, 2 languages, unlimited articles, unlimited analytics, 2 hours of setup consultation, all features of the Small plan, advanced customization for the help center and widget, Drift integration, Freshchat integration, Intercom integration, Zopim integration, support ticket deflection, and a 99% uptime SLA.
- Large Plan: This plan costs $199 per month and includes 8 admins, 4 languages, unlimited articles, advanced unlimited analytics, 4 hours of setup consultation, all features of the Medium plan, Kissmetrics integration, and priority support.
- Enterprise Plan: For this plan, you need to contact SupportHero for pricing. It includes unlimited admins, unlimited languages, unlimited articles, advanced unlimited analytics, all features of the Large plan, Salesforce integration, Segment integration, and priority support.
They also offer add-on modules such as SSO – Single Sign-On, and Private Content. You need to contact SupportHero for pricing on all add-on modules.
You can check out their pricing page for more information about each plan to make the best decision for your business.
User Experience
With its intuitive design and feature-rich interface, Support Hero promises a seamless user experience. The platform is meticulously designed, ensuring that both businesses and their end-users find it easy to navigate and utilize.
Customer Support
Support Hero offers a comprehensive customer support system that includes responsive email support, a detailed Help Center, informative articles to assist users, and video tutorials for in-depth guidance and troubleshooting.
Security and Reliability
With secure hosting and frequent backups, users can be assured of the platform’s reliability. Additional security measures, like SSL encryption, ensure that the data remains confidential and protected.
Integration
Support Hero offers seamless integration with a range of third-party tools to amplify its capabilities. Notably, it integrates smoothly with Drift, Freshchat, Intercom, Zopim, and Kissmetrics, ensuring users can effortlessly connect and synchronize their data across platforms.
