Educate your customers through self-help support
Support Hero is an advanced knowledge base system for Saas apps. Help Saas app owners to provide more efficient self help resources to their users.
Kevin William David interviewed Matic Užmah, CEO at Support Hero to know more.
Hi Matic, Let’s get started!
So tell us about Support Hero?
Support Hero is self-service knowledge base that helps companies educate their clients. Helping them to create and deliver a game changing user education experience that increases retention and engagement, while reducing customer relationship costs.. Our advanced statistics will tell you what your users search for and what they need help with That will help you create the support content that matches their common requests.
With clients like Kissmetrics and Thinkific, Support Hero has quietly been transforming the way users troubleshoot issues on the websites.
Most small software companies can’t afford offering 24/7 customer support. It’s just not feasible. The other thing I would add is that offering efficient self help resources can help a lot with that. Users don’t expect us to be available 24/7, but they still appreciate being able to find the answer to their question quickly!
Tutorials and FAQs are key to help your users discover your site’s features. With Support Hero, you can easily create, import, and manage our support resources.
95% of users will leave your app if they can’t find the answers to their questions in less than 1 minute. With Support Hero, you can embed your Help Center within your app. It won’t be hard to find!
Our advanced statistics will tell you what your users search for and what they need help with That will help you create the support content that matches their common requests.
Keep improving your support resources to educate your users over time. You’ll then easily be able to track the results of your efforts within Support Hero.
Tell me more about why you are building this?
We’ve been building Saas software for many years. From the early days of our startups, we’ve always invested a lot in great customer support. A lot of time, a lot of tools, a lot of money. We’ve used UserVoice, The Help Scout Team, Zendesk and all their competitors. Most of them are pretty good to handle inbound support tickets, but when it comes to providing support materials to our users and avoid those costly support tickets, they didn’t do the job. As we kept receiving a TON of questions we had already answered in our FAQs and tutorials, we knew that there had to be a better solution.
That’s how the concept of Support Hero came to life: the only way to make your support materials do the job they are supposed to do is to embed them where the users need them, within the app! We’ve been building Support Hero with that concept in mind, and we use it everyday on our own Saas products. You can be assured that we’ll keep improving Support Hero every day. We’re happy to see you around and hope we’ll help you reduce your incoming tickets, and improve your key Saas metrics.
How is Support Hero different from what already exists in the market?
With Support Hero you can add value to tools like Drift, Intercom, Kissmetrics, Zendesk or Uservoice or totally replace tools like FaastHelp or HelpDocs.
The embedded widget is really slow with Zendesk, and, you got that, it’s a big plus with Support Hero. The insights are not as useful or actionable as ours. Overall, Support Hero is a simpler product doing one thing and focusing on that one thing, Zendesk is much more complex to use (that’s the feedback I get from users who chose us vs. Zendesk).
Support Hero pinpoints exactly what users look for and what kinds of problems they run into and making sure that the support content satisfies customers’ requests. As you know, we embed a help center right into your app as a widget, so that users can have simplified, unrestrained access to support without leaving the application. Our unique value Support Hero helps you improving your support resources to educate your users over time.
Who uses Support Hero? Can you tell us a bit about the different customer segments using Support Hero?
Support Hero is perfect tool for any growing company that want to help their customers successfully use their product and educate them with a super simple knowledge base. We have clients from early stage startups, big startups like Agorapulse, Thinkific, Kissmetrics and Mailerlite to enterprise companies like Weekdone and others. You can see a sample of our clients here http://www.supporthero.io/customer.
Depends on the size of the company but our main users are customer support agents.
How are your customers using Support Hero? Could you share a few different use cases?
It depends from customer to customer. It may be interesting to share our experience on analytics focused on how users search for support. As a Saas founder, fine-tuning support is one of top priorities. To do that, what you needed was analytics focusing on how your users were searching for answers in our help center, how many of them were find their answers and how many didn’t.
After 3 month of using Support Hero’s analytics, our clients decreased the level of inbound support tickets just by leveraging the insights provided in it’s support resources’ analytics.
From the user point of view, speed and finding right articles at the right time (on the right site) is crucial. Luckily, we allow clients to have contextual self-help support tool, which helps users at the right moment they need it, with the answers they are most likely looking for.
95% of users will leave the app if they can’t find the answers to their questions in less than 1 minute. With Support Hero, companies can embed their Help Center within the app so they can find answers without browsing your help center or even worse, leaving client’s page.
Have there been unique use cases for Support Hero that you hadn’t thought of or expected?
That’s a great question! Support Hero does not automatically build your FAQs or knowledge base, but it helps you a LOT creating the right support content. It basically records every search queries your users performs when they look for answers and tells you if they found an answer for the query. If you didn’t have the relevant content for that query, you can just create it, and if you had content but the user couldn’t find it, you can just add the relevant keywords.
One of our clients launched new version of their product. Polished, brand new design, new on-boarding. Once live, their on-boarding conversion rate dropped by 5.5%. They had increased amount of queries that went something like: “How to create profile?” which gave them a sign that new on-boarding wasn’t so well thought after all.
Were there any early ‘growth hacks’ or tactics that have contributed to your current success?
Customer success! Talking to first clients, like you are building product just for them. Actually you are building it just for them.
What were some of the biggest challenges while building the product early on and how did you solve them?
Figuring out who is the right person to talk to and figuring out what value we’re providing. Pricing is something you have to be careful from day one and I think most Saas companies are struggling with it. In the early days, we tried to focus on one segment of clients / pricing plan to avoid confusion.
What have been some of the most interesting integrations you’ve added?
Definitely new WordPress integration.
Finally, What are the top products that you depend on to run the company & how do you use them?
Slack: Our team is half-remote and Slack is the only way we communicate and it also integrate with others (google docs, zapier, etc.) Pretty simple!
Google Docs: Storing all the documentations.
Zapier: Simple to use! We use many zaps that connect our apps, so they can work together.
Support Hero: To deflect support tickets and to learn from our clients…
Intercom: For customer engagement.
Originally published at siftery.com.
