All the support

When thinking about support, remember that different users like to get support in different ways.

1. Some users like to do their own research, searching for and reading your knowledge-base articles for themselves.

2. Some users will go straight to the chat box and try to get an answer from the chatbot or from a human agent in real time.

3. Some users will insist on sending you an email and waiting for one of your support team to do the hard work for them.

In all 3 cases, be sure you have a knowledge base system that supports a single repository of help articles such that...

1. Users who like to research can search and read articles.

2. Users who like to chat can get answers (ideally Generative AI style) that are informed from your knowledge base articles.

3. Users who like to email are first presented with recommended knowledge base articles BEFORE they're allowed to submit their support email.

Three birds. One stone.