A basic self-service support portal comprises two key components - a space to create a knowledge base and support community. Another important functionality is around solid integration with a ticketing system. This offers your customers different ways to solve their problems and help each other.
When a customer is looking for a solution on the self-service portal, they look into the knowledge base which contains all the required details about your product and services. Some of the common elements are the glossary of different terms used in your product, FAQs, overviews, best practices, and individual tutorials on using different features.
A critical part of the self-service portal is the support community which enables your customers to connect with each other, discuss, get suggestions, and solve the issues. In fact, your superusers would be equipped to help new customers to develop a sense of community. Of course, your product team can also collect feedback from the community.
Although there are several features in a self-service portal solution, some of the features can be critical in delivering the best tools to help customers help themselves.
Tribe is a modern community solution designed to integrate with your product to bring in social touchpoints via community content across the entire customer journey.