Smart FAQ | Augmented Help Centre | Smart Tribune (2024)

Your visitors thus have access to the information they need as quickly as possible – from a complementary AI response engine to historical search results. The responses are referenced on Google and are 100% customizable.

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All paths lead to your help center

Your augmented help center is structured as a dynamic FAQ, optimized for SEO to ensure your answers appear at the top of search engine results. It is deployed at various stages of your customer journey to reassure your visitors:

Our augmented help center integrates into your contact form to intelligently redirect your customers to our help center based on their contact reasons

Our help center integrates as a block on any page of your website to provide the right answer in the right place through contextualization

A quick response with AI without consulting multiple help articles

When a visitor asks a question in our enhanced help center via our AI search engine, it uses generative AI to select the best sources among several possible ones, summarizing them into a concise and accurate response.

Quality responses addressing visitor needs

Our augmented help center offers an advanced experience in resolving customer service issues.

Our help center includes a powerful content editor for creating question/answer type articles and decision trees of high quality that speak to your customers: formatting, tables, accordions, images, videos, GIFs, emoji, visual editor for decision trees, etc

With our help center, show your customers that you know them. Thanks to personalization tokens, provide them with personalized responses based on their profile simply

An infinitely customizable help center

Our augmented help center knows no limits in its customization.

Offer your customers a help center that reflects the uniqueness of your brand! Customize Smart FAQ's design ad infinitum to stay true to your brand.

Your customers deserve the best online help experience. Re-use our many dynamic FAQ templates, or use them to create new ones better adapted to your customers' needs.

The multilingual help center for international groups

Sharing customer knowledge throughout your group has never been easier, thanks to our help center:

With our augmented help center, you can easily distribute knowledge from your head office to your subsidiaries, while preserving your regional and business specificities.

+60 languages available worldwide, including a wide variety of alphabets (Chinese, Arabic, Korean, Hebrew, Cyrillic etc.).

The simple management help center

Easier management of your help content.
Create your help articles intuitively, structure them by category, tags or levels of hierarchy (decision trees), then distribute them on your website.

Discover our knowledge manager platform

The dynamic FAQ solution helps our customers grasp the basic elements of our product offering, allowing our advisors to only intervene on more complex interactions.

See Also
Best FAQ software: Build the best FAQ pages and templates
The dynamic FAQ has been extremely helpful to us during the second lockdown, and we regret not having had it during the first lockdown, to better reassure our customers.
Frequent bad weather in 2019 and the impact of COVID-19 have caused significant disruptions to our services and have resulted in an increased number of support requests. Our dynamic FAQ has helped reduce the strain on our teams whilst helping us to better understand where passengers encounter difficulties on our site.
We are very satisfied with our collaboration with Smart Tribune, both for the performance of their dynamic FAQ solution but also for their understanding and support of our unique requirements.
Smart FAQ has allowed us to reduce support requests by 46%. Soon, this solution will also allow us to review our customer contact request process and eventually reduce the time it takes to classify user requests.
Smart FAQ has increased our search engine visibility and improved our questions/answers thanks to user feedback and has allowed us to focus on more complex support requests.
“Smart Tribune AI help center - practical, dynamic, and customizable according to context (pages, customer journeys...) - helps our customers find the answers to their questions more easily.”
During lockdown, without the dynamic FAQ in place, our customer service team would have had to process 3 times the amount of support requests.
With a strong sensitivity to customer contact rates, Ouigo continues to invest in improving its customer self-service solutions. We see these tools as a win-win for both our customers and our brand.
The Smart FAQ is a central reference point on our site. In many ways, it is our 24/7 online support agent, indispensable in helping drive new sign-ups whilst also helping and reassuring our online visitors.
Smart FAQ helps us resolve issues relating to our over 400 products - each article helps resolve a unique issue that could impact one or many of our toys.

Connect your help center to the solutions you already use

Our augmented help center integrates with your customer service tools (CRM, ticketing tools, etc.) to implement contact escalation, omnichannel, and other use cases.