For support teams
Fewer “how do I” tickets, because the answer is on the screen
A lot of support is people asking where something is or how to do it. Skavelo answers those questions inside your app, shows the steps on the user’s own screen, and passes the rest to your team with the question already written down.
HelpHow do I export my invoices?
Open Invoices and click Export CSV. You get every invoice in the current view.
Exporting invoicesHelpWhich of my invoices are overdue?
Checking your invoices.
One is overdue: INV-1042 for Brightline Ltd, $2,400.00, due Sep 30. You can send a reminder from its row in Invoices.
Why how-to questions end up in your inbox
Help lives in another tab
Articles describe screens in words, away from the screen the user is stuck on. Many give up and write in instead.
Stuck users rarely ask
They press the same button again or retry the form, then leave, or open a ticket that starts with “it doesn’t work”.
Docs fall behind the product
Every release moves something. Articles and macros describe last quarter’s screens until someone rewrites them.
How Skavelo helps
Answers inside the app
Users ask in their own words, on the page they’re on. Skavelo answers from your screens and docs, names the real buttons and links its sources.
How answers workShows the steps
For a task, it points at each button on the live page until the user is done, so “where is it?” never needs a reply.
How walkthroughs workOffers help when someone is stuck
A switched off button pressed twice, the same error again, or one button pressed over and over brings an offer of help, before a ticket.
Hands off with context
When it can’t help, Talk to a person opens your Intercom, Zendesk or HubSpot chat, or emails your team, with the question and the page it was asked on.
Learns from the gaps
Questions it couldn’t answer wait in Needs attention and Monday’s email. Answer one in a note and Skavelo uses it from then on.
How insights work
What you can track
Skavelo doesn’t see your ticket queue, so it doesn’t claim a number for you. It shows what it handled: each week’s conversations, how many were passed to your team, how many it couldn’t answer and how many answers were rated unhelpful.
Compare those with the ticket volume in your help desk for the same weeks. The widget’s handoff event carries each conversation’s ID, so you can match handoffs to tickets in your own tools.
Questions
- Will Skavelo replace our support team?
- No. It takes the “how do I” questions it can answer and passes everything else to your team. Questions about orders, refunds or policies still go to people.
- Does it work with our help desk?
- Yes. When a user needs a person, Skavelo opens your Intercom, Zendesk or HubSpot chat, or emails your team, with the question they asked and the page they were on.
- How do we know it’s working?
- The Monday summary shows conversations, handoffs, unanswered questions and unhelpful ratings each week. Compare them with your help desk’s ticket volume over the same weeks.
- What if it gives a wrong answer?
- Users can rate any answer, and answers rated unhelpful wait in Needs attention with the question. Add the right answer as a note and Skavelo uses it from then on.
See what Skavelo would tell your users before they write in, on your own product.
Start free