Self-service support

What self-service support means

Self-service support lets customers resolve routine questions without waiting for a teammate. A help center supplies the facts, but a visitor may still need to know which control applies to the screen in front of them.

Barkan combines product knowledge with the rendered page. It can explain the next step, point at a control and, when asked, act in the page within the permissions you set.

Keep help in the workflow

• Answer a question by voice or chat while the customer remains on the page.

• Point to the visible control that matches the answer instead of giving only a generic article link.

• When Barkan cannot help, send the user’s message and page context to the support inbox.

When a person should take over

Some issues need judgment, account access or a product fix. A handoff gives the support team the request and context, so the customer does not have to start their explanation again.

Questions people ask

Does Barkan replace a human teammate?

Barkan handles repeatable guidance inside the product. When it cannot help, it can send the question and page context to your support team.

How do we add Barkan to our product?

Add the Barkan script to the pages you allow, then give it your product knowledge and describe the guided tours you want it to run.

See Barkan for Support teams or explore customer education.