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Revolutionise your help desk with automatically generated guides, designed to improve customer self-service, improve team knowledge, and centralise knowledge.
Empower Self-Service
Anyone who has worked in customer support understands the power of well crafted self-service guides.
Prepare for peak periods
Step by step guides are essential to keep up with demand during high-traffic periods like Black Friday, Cyber Monday, and Holidays.
Help more people
If you have customers frequently asking the same questions, directing them to a step-by-step guide is a scalable way to help more customers.
Centralise Guides
After busy periods die down, customer support teams typically spend the next few months preparing for the next rush of customers.
Build up a powerful repository of guides, and be prepared for when things get busy.
Connect your Teams
With a single source of truth, and clearly documented processes, help desk teams can streamline efficiency.
If customers, or other team members have questions, they can be connected to the right resource, at the right time.
Understand Process Data
Utilise comprehensive documentation to gather actionable insights, enabling data-driven decision-making.
By analysing processes, you can identify trends and opportunities for optimisation, ensuring your operations are not just efficient but also aligned with business goals.
Easily edit and customise
Your step-by-step guides will require minimal editing. If you do need to make edits, easily do so with Fluency's in-built tools.
With our Enterprise plan, exported documentation will automatically adhere to your business' specific style guide, meaning everything you share with customers is on brand.
Inform Teams
Create detailed steps on how to respond to customer questions through various channels, ensuring quick and accurate information is provided.
Returns and Exchanges
Document step-by-step procedures for handling returns and exchanges, including verification of products, processing refunds/replacements, and updating inventory records.
Product Information
Steps for providing detailed product information to customers, including specifications, usage instructions, and compatibility details.
Escalation Procedures
Guidelines for escalating customer issues to higher-level support or management when initial resolution attempts fail.
Peak periods
Build a repository of guides so that when things get busy, your teams are prepared to handle a spike in demand.
Training Repository
Upskill staff with a single source of truth and knowledge base. Ensure easy access to information and FAQs.
