FAQ

Yes, a support and Customer Success team is available to assist customers, ensure smooth operation and help with content or configuration upgrades.

Self-care should continue to grow in importance and sophistication. Artificial intelligence can be expected to play an even greater role, with conversational virtual assistants capable of handling complex exchanges and fine-tuning contextual understanding. The boundary between selfcare and human support could become blurred thanks to tools that assist agents in real time, or enable customers to switch seamlessly between bot and human. Companies will undoubtedly develop proactive selfcare: for example, detecting that a customer might encounter a difficulty and offering them a tutorial or solution before they even ask the question. Omnichannelity will be reinforced: selfcare will be present everywhere (including via voice, connected objects, augmented reality to guide a customer through repairs, etc.). In short, the future of self-care tends towards greater fluidity, integration and the ability to solve ever more varied problems, while maintaining the human touch for the indispensable relational aspects.

Yes, more and more companies are looking to personalize their selfcare to make it even more relevant. This can be achieved by integrating the self-care portal with the customer area: in this way, authenticated users see content tailored to their subscribed products, subscription level or history. For example, a customer may be greeted on the knowledge base with suggestions such as "Recommended items for you". Chatbots, too, can personalize the conversation by using customer data (first name, order history, etc.) to contextualize responses. Personalization aims to reduce search time and provide tailor-made help. However, it requires having sufficient customer data and respecting its confidentiality (RGPD, etc.). Used properly, it improves the efficiency of selfcare by avoiding proposing answers that don't concern the user, and by highlighting those that are most likely to satisfy him or her.

Although very useful, self-care has a few limitations. It can't cover 100% of cases: some complex or sensitive situations will always require human intervention. If poorly designed, a selfcare portal can frustrate the user (e.g., answers that are too vague, an unintuitive interface, or a chatbot that doesn't understand the question). What's more, not all customers have the same appetite for self-help: some people prefer to talk to a human right away, so you need to continue offering traditional channels in parallel. Another potential drawback is the risk of out-of-date information: if the knowledge base is not kept up to date, selfcare will broadcast the wrong answers, which can damage customer confidence. Finally, setting up and managing effective selfcare requires an initial investment and regular follow-up, which can be perceived as a burden for the company.

It's important to have a back-up solution for these cases. In concrete terms, your selfcare portal should always offer an option for contacting human support easily - for example, a "Contact us" or "Ask a question" button that redirects to a form, a chat with an agent, or displays a phone number. Similarly, a well-designed chatbot will detect signals of failure (dissatisfied user, misunderstood query) and suggest transferring the conversation to an advisor. The idea is that a customer shouldn't feel trapped in self-care: if they don't move on, we open another door for them. Furthermore, every time a question is not answered in self-service, it's a lesson for the company: it indicates a possible gap in the knowledge base. The missing information should then be added to help future users.

The support of in-house teams is a key factor. To involve your advisors and experts, start by clearly communicating the objectives of selfcare: it's not to replace them, but to relieve them of repetitive tasks and enhance their expertise on complex cases. You can involve them right from the start of the project by asking them which questions they receive most frequently, and having them contribute to the drafting of the answers - this way, they feel part of the change. Train them to use selfcare as a tool: for example, show new employees how to search the knowledge base, or encourage agents to guide customers to the FAQ when relevant. You can also put in place internal indicators that value selfcare (such as the rate of tickets avoided) to show the team the positive impact. Finally, recognize and reward contributions: for example, congratulate an employee who has written a great help article that has solved X number of queries, to maintain enthusiasm around selfcare.

The quality of answers is crucial to inspiring user confidence. To guarantee this, you first need to involve business experts in writing or validating selfcare content, so that every article or response is accurate and up-to-date. Regular re-reading is recommended, as products and procedures evolve. Next, take user feedback into account: if many customers consider a response "not useful" or continue to contact support on a subject covered, this is a sign that the response is not satisfactory and needs to be improved. In addition, adopt a consistent and clear tone in all responses, avoiding ambiguous terms. You can also establish a quality charter for your knowledge base (for example, always propose a step-by-step procedure when relevant, add explanatory images, etc.). Finally, regularly testing your self-care yourself (or via pilot users) will enable you to detect any points of confusion or error in the answers provided.

Content maintenance is an ongoing effort. A knowledge base manager or editorial team should be appointed to monitor the evolution of products and customer queries. Every time a product changes or a new service is launched, the corresponding selfcare content needs to be updated or created. A good practice is to rely on selfcare usage data: identify customer search terms, unanswered queries, emerging questions in support tickets, in order to proactively enrich the FAQ. Schedule regular (e.g. quarterly) reviews of existing articles to check their relevance and freshness. Finally, involve your support agents: they're the ones who know which answers are out of date or which questions come up frequently, so they can point out what needs to be improved in the selfcare portal.

To ensure the success of a self-care project, here are a few essential best practices: Know your audience: analyze the questions your customers are really asking and their typical paths, so you can adapt your selfcare content accordingly. Create clear, useful content: write answers that are concise, easy to understand and to the point. If necessary, illustrate with examples or screenshots for greater clarity. Update regularly: effective self-care lives over time. Add new questions as they emerge, remove or correct obsolete information, and enrich content as customer feedback comes in. Take care with accessibility: the help portal must be easy to find (visible links, integration into the customer area), and optimized for all devices (mobile, desktop). Provide human support: make sure it's easy for a user to contact human support if selfcare doesn't answer his or her request. This avoids frustration and blockages.

The philosophy of self-care is similar in B2C and B2B - to empower the customer - but there are some notable differences. In B2C, inquiry volumes are often higher, but relate to relatively simple and universal problems (order tracking, after-sales service for everyday products, etc.). B2C self-care emphasizes speed and simplicity, with concise FAQs, chatbots geared to frequently asked questions, and so on. In B2B, requests can be more complex, linked to products/services specific to each customer, with a specialized business vocabulary. B2B self-care often takes the form of highly detailed knowledge bases and resource centers (white papers, technical documentation, technical FAQs). B2B customer relations also often integrate a dedicated human contact (account manager), and selfcare supports routine questions to save time for both parties. Finally, the success of B2B self-care relies heavily on the quality and depth of the content offered, as business users are less tolerant of approximation.

B2B customers, like consumer customers, expect reactivity and efficiency in support. In B2B, self-care is often perceived through customer portals or dedicated help centers, where they can find technical documentation, user guides and FAQs on the functionalities of a professional product or service. Enterprise customers expect to find up-to-date, accurate information tailored to professional use (e.g. use cases, best practices). What's more, since B2B users may have tight time constraints, they appreciate being able to solve a problem without having to schedule a call or wait for an email response. In short, their expectations can be summed up as follows: speed, accessibility (ideally 24/7, multi-support), and reliability of the answers provided by selfcare.

Absolutely, selfcare is even a pillar of the digital transformation of customer support. Digitizing customer relations means exploiting digital tools to offer better service with less effort, and selfcare fits this definition perfectly. By implementing online, interactive and continuously available solutions, companies modernize their customer service and respond to the new habits of their connected customers. This goes hand in hand with other digital initiatives (live chat, social networks, unified CRM) to create an omnichannel experience. By adopting self-care, companies are also transforming their internal processes: they are relying on shared knowledge, intelligent automation and the analysis of usage data to constantly optimize the experience. In this way, selfcare is not just an isolated tool, but part of an overall strategy to digitalize customer relations.

New technologies are pushing self-care towards greater efficiency and automation. Thanks to artificial intelligence, chatbots better understand complex requests and can even begin to handle more conversational language or poorly formulated queries. Machine learning enables selfcare systems to continuously improve by learning from past interactions. For example, algorithms can analyze unanswered questions to suggest new items for creation. Natural language processing (NLP) technology makes FAQ search engines more relevant. In addition, we are seeing the emergence of virtual assistants, either voice-activated or integrated into connected objects, extending self-care beyond the simple website. In short, AI and technical innovations are making selfcare more powerful, capable of covering a wider range of questions and providing near-instant help, while leaving the tricky cases to humans.

Implementing effective self-care requires certain investments. First, there are the costs of tools or technologies: for example, the purchase or development of a knowledge base, chatbot software or a dynamic FAQ solution. Next, time and resources must be set aside for content production: writing articles, creating FAQ sheets, training the chatbot on scenarios, etc. This generally mobilizes both business and technical experts. This generally requires the services of business experts and copywriters. Maintenance and continuous improvement costs also need to be anticipated: updating content, adding new answers, analyzing usage data to optimize the tool. Sometimes, in-house training is also required to ensure that teams know how to use and feed the selfcare portal. Depending on the scale of the project, the budget can vary from a few thousand euros (for a simple FAQ) to much more (for a global multi-channel solution with AI). The important thing is to see these costs as an investment that will pay for itself in terms of productivity gains and customer satisfaction.

Recent trends include the spread of self-care in many sectors: more and more companies are offering an online help center or chatbot, because customers are asking for it. Technologically speaking, chatbots are becoming more sophisticated thanks to advances in artificial intelligence, offering more natural conversations. We're also seeing the rise of proactive self-care: for example, automated notifications or advice sent to customers to help them even before they request support. Personalization is also a strong trend: adapting responses or suggesting content according to the customer's profile or history. Finally, self-care tends to be integrated into an omnichannel strategy: the customer experience must be seamless between the self-care portal, social networks, the mobile application and so on. The idea is for the customer to find consistent help whatever the channel used.

To calculate ROI, compare the benefits of selfcare with the costs incurred. On the cost side: take into account the budget spent (or to be spent) to develop the selfcare platform, any software subscriptions, content creation, and ongoing maintenance (including employee time dedicated to managing selfcare). On the gains side: estimate the number of interactions that selfcare handles instead of human support, and assess what this represents in savings (e.g., if each call avoided represents X minutes of an agent's time, you can convert this into saved salary costs). If necessary, add the gains linked to increased satisfaction/loyalty (more difficult to quantify directly, but important). ROI can then be calculated by relating the net gain (savings - costs) to the initial investment, then expressing it as a percentage or as the number of years it will take to pay for itself. A positive ROI means that self-care "pays for itself" thanks to the savings generated.

The return on investment (ROI) of a self-care strategy can materialize in a number of ways. In quantitative terms, a significant drop in the volume of incoming contacts (calls, emails) translates into savings on support costs: fewer agents required to handle simple requests, or reduced overall processing time. These operational savings can often more than compensate for the expense of implementing selfcare. At the same time, there's a less tangible but equally important ROI: improved customer satisfaction can lead to better customer retention and a positive reputation, which has commercial spin-offs (loyal customers, referrals). Depending on the maturity of the project and the sector, a positive ROI can be seen as early as the first year, but indicators need to be monitored regularly to adjust the strategy and maximize this ROI.

Self-care user satisfaction can be measured in several ways. Firstly, by integrating direct feedback on the tools: for example, a "Was this answer helpful?" button at the end of an FAQ article, or a short survey after an interaction with a chatbot. This feedback helps to identify whether the customer has found what they were looking for. Then, indicators such as CSAT (satisfaction score) or NPS specific to the selfcare experience can be collected via post-use questionnaires. The Customer Effort Score (CES) is particularly relevant: it measures the effort felt by the customer to obtain a response. A low CES (low effort) generally means a successful and satisfactory selfcare experience. Last but not least, analysis of open comments or customer feedback on the help center can shed qualitative light on customer satisfaction.

Several performance indicators (KPIs) are useful to track: Self-care usage rate: percentage of customers using the help portal or chatbot out of total requests. Self-service resolution rate (or selfcare rate): proportion of requests resolved via selfcare without support intervention. Bounce rate to human support: how many customers, after consulting selfcare, still contact an advisor (indicates whether answers are sufficient). Customer satisfaction specific to selfcare: for example, the CES (Customer Effort Score), which measures the effort required to find an answer, or a mini-survey of satisfaction after interaction with the FAQ/chatbot. Savings rate: estimate of costs avoided thanks to selfcare (e.g. X fewer calls = Y hours saved).

The self-care resolution rate represents the proportion of customer queries or problems that have been fully resolved by self-service tools, without the need for employee intervention. It is generally calculated by dividing the number of cases handled via selfcare (for example, an answer found in the FAQ or a successful chatbot conversation) by the total number of cases over a given period. For example, a rate of 40% means that 4 out of 10 requests were resolved via the selfcare portal. The higher this rate, the more likely it is that the selfcare portal is effectively handling common questions. However, we don't necessarily aim for 100%, as some complex requests will still have to be handled by traditional support.

To know whether your selfcare is working, you need to define and track certain key indicators. First, the volume of use: how many visits to your FAQ, how many conversations with the chatbot, etc.? Then, the selfcare resolution rate: what proportion of questions handled via these tools did not require escalation to a human. We also look at the impact on traditional support, for example, the reduction in the number of tickets or calls on subjects covered by selfcare. Finally, the satisfaction of selfcare users is decisive: via post-use surveys or metrics such as the Customer Effort Score (CES) to see if the customer found help easily. By combining these measures, we get an overall view of the system's effectiveness and possible areas for improvement.

It's essential to make people aware of your self-care service, and make them want to use it. To do this, communicate clearly about its existence and benefits: on your website ("Find your answer online 24/7..."), in your communications (newsletters, confirmation emails, social networks), or even via your agents who can redirect the customer to the help portal when relevant. Ergonomics also play a major role: make sure that access to self-care is clearly visible (a help button, an easy-to-find FAQ section) and that the experience is simple. You can also promote the use of selfcare, for example, by pointing out that it's the quickest way to get help. Finally, collect user feedback and continually improve the tool: the more effective it is, the more word-of-mouth will encourage other customers to use it.

For selfcare to be effective, it must fit seamlessly into your customer relations ecosystem. In concrete terms, this means making it visible and accessible from existing channels: integrating a link to the FAQ on your website, offering the chatbot on support pages, or even mentioning the existence of the selfcare portal in welcome emails or signatures. It's also important to ensure omnichannel consistency: for example, if a customer can't find their answer via selfcare, they need to be able to switch easily to a human advisor without having to explain everything again (context transfer). Conversely, your agents need to have visibility of what the customer has already tried via selfcare, so that they can take over efficiently. In short, selfcare does not replace other channels, but rather integrates them to smooth the customer journey.

The choice between starting with an FAQ or a chatbot depends on your situation, but in many cases, starting with a good FAQ makes sense. The FAQ forms the basis of the content that will later feed other tools (including a chatbot). It's simpler to set up initially, and helps to structure frequently asked questions. A chatbot, on the other hand, offers an interactive experience, but requires ready answers and more configuration. It can be introduced at a later stage, once the knowledge base is sufficient. In short, deploying a self-service FAQ first provides a solid foundation, then a chatbot can complement it to guide customers in a more conversational way.

The choice of selfcare tools should be based on your customers' needs and your company's resources. Start by analyzing your current channels and customer preferences: do they expect to find an FAQ on your website? Do they tend to use online chat? Do they usually call? Identify also the nature of the questions: if they are mostly repetitive factual questions, an FAQ or knowledge base will suffice; if they are requests that require a dialogue, a chatbot or callbot may be suitable. Consider your technical and human resources: deploying a forum requires an active community and moderation, while an intelligent chatbot requires training time. Ideally, you should select a coherent package (e.g. FAQ + chatbot) that covers your customers' main use cases.

AI is playing an increasingly important role in improving self-care. It is present in intelligent chatbots that better understand natural language and learn from interactions. AI is also used to analyze questions asked by customers and identify trends or gaps in the knowledge base (for example, spotting that a question comes up often and suggesting that content be created to answer it). Machine learning algorithms can personalize FAQ suggestions according to user profile or history. In short, artificial intelligence makes self-care tools more efficient, user-friendly and scalable, enabling them to adapt over time to real customer needs.

Online forums and self-help communities are another facet of self-care. They provide a space where customers can ask questions and get answers from other users, or even from moderators or product experts. This peer-to-peer mutual aid enables certain problems to be resolved without direct intervention by the company. For the customer, the community gives access to a wealth of experience and practical advice shared by peers. For the company, it's a way of supplementing its support: recurring discussions on the forum can even inspire new entries in the official FAQ. A well-run community also strengthens users' attachment to the brand. However, moderation is required, and the company may need to intervene from time to time to ensure that the information exchanged remains correct.

The knowledge base is the central pillar of many selfcare systems. It is a repository of information, articles and procedures made available to customers (often via an online help center). Its role is to provide rich, verified content to answer users' questions in detail. Examples include user guides, thematic FAQs, troubleshooting tips, etc. Self-service, the knowledge base enables each customer to easily search and access relevant information without having to go through support. A well-constructed, up-to-date knowledge base greatly enhances selfcare efficiency, as it provides the raw material for chatbot responses, dynamic FAQs and even helps in-house human agents.

The main difference lies in the communication channel used. A chatbot interacts in writing (on a website, messaging application or social network): the user types his question and reads the answer. A callbot, on the other hand, operates by telephone: the user speaks and listens to the robot's answers. Technically, a callbot integrates speech recognition and synthesis to understand spoken language, while a chatbot processes text. Both have the same self-care objective (answering questions automatically), and often rely on the same background knowledge base. The choice between the two therefore depends on your customers' preferred channels: a chatbot will be ideal on the web, while a callbot can help over the phone.

A callbot is a virtual agent that operates on the telephone channel, like an intelligent interactive voice server. Instead of tapping keys, the customer formulates his request aloud, and the callbot, thanks to speech recognition, understands the question and responds by voice synthesis. In self-care, the callbot is used to automate incoming calls: for example, a customer calls for routine information (schedules, file follow-up, basic troubleshooting) and the callbot can provide the answer without the intervention of an operator. This extends the principle of self-care to people who prefer the telephone or who don't have access to the Internet. Like the chatbot, the callbot can transfer the call to a human advisor if the question goes beyond what it can handle.

A self-care chatbot is a program that simulates a human conversation to help the user. In concrete terms, when a customer asks a question via the chatbot's instant messaging system, the chatbot analyzes the request using keywords or natural language processing (NLP). It then draws on a base of pre-configured answers to formulate the appropriate response. Basic chatbots follow predefined scenarios (for example, a decision tree: "If the user says X, answer Y"). More advanced chatbots, known as "intelligent", use artificial intelligence to learn from interactions and improve their responses over time. If a question is too complex or out of scope, the chatbot can escalate the conversation to a human agent to ensure seamless support.

A dynamic FAQ is an evolved version of the classic FAQ. Rather than presenting a simple, static list of questions and answers, dynamic FAQs often take the form of a search bar or interactive module. Users type in their question or keywords, and the system will automatically filter or suggest the most relevant answer. This type of FAQ is often coupled with an intelligent search engine (sometimes AI-based) that can interpret the query in natural language. The advantage: the customer finds the right answer more quickly, without having to manually scroll through entire pages, and the tool can be enriched by the research carried out to continually improve the results.

There are several types of self-care tools, depending on the context. The most widespread are: online FAQs (dynamic Frequently Asked Questions), which group together frequently asked questions and their answers on the website; knowledge bases, which offer detailed articles, guides or tutorials to help users; chatbots or virtual assistants, which dialogue with the user and provide instant answers; forums or self-help communities, where customers exchange advice with each other; and even video tutorials or interactive self-service diagnostic tools. Often, a combination of these tools is deployed to cover different needs throughout the customer journey.

There are a few classic pitfalls to avoid. First, don't launch an empty or incomplete selfcare portal: if customers don't find useful answers quickly, they won't come back. It's also important to avoid overly technical language or jargon in content, which could confuse users - answers should be kept simple and educational. Not neglecting promotion is another mistake: even the best help center will be useless if nobody knows it exists, so remember to highlight it (on your site, your emails, etc.). Finally, don't think of self-care as a fixed project: the mistake would be to roll it out and then abandon it. On the contrary, it needs to be monitored and continuously improved in line with feedback and changing customer demands.

The time it takes to set up an FAQ may vary according to the scale of the project and the resources mobilized. For a simple FAQ with around twenty questions, it may take a few weeks (the time it takes to gather the information and format it on a website). For a more sophisticated chatbot or an extensive knowledge base, however, we're talking more in terms of several months, including the design phase, development/integration, then testing and fine-tuning. It is often advisable to adopt an iterative approach: start with a core self-care system covering the most frequently asked questions, then gradually enrich it. In this way, the first benefits are obtained quickly, while the system is improved over time.

Several challenges can arise. The first is the creation of relevant, high-quality content: this requires time and the expertise of business teams to write precise answers. Another challenge is regularly updating this information: effective self-care must evolve along with the company's products, services or policies. There is also the issue of internal adoption: customer advisors need to play the game by directing customers to selfcare whenever possible, and by helping to enrich it (by reporting new questions they encounter). Finally, user satisfaction needs to be closely monitored: if the tool is poorly designed or the answers insufficient, customers could become discouraged and return en masse to traditional support.

There are several key steps to deploying a self-care solution. First, analyze existing customer support data to identify frequently asked questions and friction points. Secondly, build an initial knowledge base by drafting sample articles or answers for these topics. Third, choose the platform or tool (FAQ software, chatbot, customer forum) and integrate it into your channels (website, mobile app, etc.). Fourth, test the solution internally, then pilot it with a small panel of users to gather their feedback. Finally, train your teams to manage and update selfcare, and communicate its launch to your customers to encourage them to use it.

Implementing effective self-care requires a structured approach. First, you need to identify customer needs: what are the most frequently asked questions, recurring problems, information sought? Then, you need to select the appropriate tools (online FAQ, knowledge base, chatbot, video tutorials, etc.) according to these needs and the resources available. It's crucial to produce quality content: answers that are clear, up-to-date and easy to understand. The strategy must also include promotion of these tools to customers (so they know they exist) and a feedback mechanism to continuously adjust and improve the system.

Self-care lends itself well to simple, frequent and standardized requests. For example, the resolution of common problems (forgotten password, delivery tracking, instructions for use, basic troubleshooting) can often be documented in a FAQ or handled by a virtual assistant. Requests for general information on products or services, questions about rates or contract options, or simple administrative procedures are all typical cases handled via self-service. On the other hand, complex, highly personalized or high-stakes requests (e.g. a specific B2B negotiation, a sensitive claim) are more likely to be handled by a human advisor.

No, self-care is not intended to eliminate human support, but to complement it. While it can handle a large proportion of basic requests, it shows its limitations when it comes to complex situations, special cases or customers in distress who need empathy. The best solution is to combine selfcare and human support: self-service tools filter and handle simple questions, and as soon as the question goes beyond the expected scope or requires particular expertise, a relay to an advisor is proposed. This complementary approach ensures that customers are taken care of efficiently, whatever their needs, without being frustrated by self-care that goes round in circles.

The practice of self-care is adaptable to most business sectors, whether B2C or B2B, small companies or large corporations. Any organization that receives recurring questions from its customers can benefit from some form of selfcare. In some highly technical sectors (IT, industry, professional services), selfcare will take the form of detailed knowledge bases or technical tutorials. In mass-market sectors (e-commerce, telecoms, banking, etc.), self-care is more likely to take the form of FAQs and chatbots for frequently asked questions. The key is to adapt the content and selfcare tools to the context and expectations of your own customers.

Self-care relieves support teams of the entire flow of simple, repetitive requests. Common questions (order tracking, password reset, basic product information, etc.) can be resolved via FAQs, chatbots or online tutorials, without human intervention. Advisors are no longer overwhelmed by these low-value-added solicitations: they save time and can concentrate on complex problems or customers requiring special attention. This not only improves their productivity, but also their quality of work, by reducing the pressure associated with peak demand.

Indirectly, yes: a customer who obtains help quickly thanks to selfcare is generally more satisfied, which encourages loyalty. By offering a permanently accessible and efficient service, the company creates a positive experience that makes the customer want to continue the relationship. Customer loyalty depends to a large extent on satisfaction and trust: by reducing friction and showing that the brand anticipates needs (via a rich knowledge base, guides, etc.), selfcare reinforces this trust. A B2B customer who can rely on a self-service help portal to train his teams or solve common problems will be more likely to stay engaged with the supplier over the long term.

Yes, one of the major benefits of selfcare is the reduction in support costs. By automating the handling of the most frequently asked questions, companies reduce the number of incoming calls and emails. Fewer low-complexity requests mean that fewer human resources can be mobilized for these slots, or reallocated to more strategic tasks. In the long term, self-care can significantly reduce customer service operating costs (for example, a reduction in ticket volume of between 20% and 50%, depending on the situation). What's more, it can increase support productivity, which is another form of savings.

Self-care improves customer satisfaction by offering immediate assistance and reducing the effort required of the customer to obtain help. A successful selfcare experience enables the customer to resolve their problem in a few clicks, without being put on hold or transferred between departments. This gives the customer a sense of control and efficiency, which in turn increases their satisfaction. What's more, by streamlining the customer experience (via a well-structured FAQ or a responsive chatbot, for example), self-care contributes to a smoother, more continuous and more pleasant customer experience, reinforcing trust in the company.

For the company, the benefits of self-care are manifold. First and foremost, it reduces the volume of requests handled by support teams, thus cutting operating costs (fewer calls and emails to manage). Advisors can concentrate on complex or high value-added cases, improving overall customer service efficiency. At the same time, good self-care increases customer satisfaction - a customer who finds an answer quickly is a happy customer - which contributes to loyalty and a better brand image for the innovative, responsive company.

For customers, the main advantage of selfcare is autonomy. They can find answers for themselves 24/7, without having to wait for assistance from an advisor. This translates into considerable time savings and reduced frustration, as solutions to simple problems are available immediately. What's more, selfcare offers a more interactive and personalized experience: customers can navigate a help center at their own pace, consult the content they want and proactively resolve their problem, boosting their overall satisfaction.

Self-care helps solve several common customer support problems. Firstly, it reduces waiting times: customers can access information immediately, without having to rely on customer service hours. Secondly, it relieves the pressure on traditional channels (telephone, email) by handling frequent or basic questions via automated tools. Self-care also improves the consistency of answers provided, since all useful information is centralized and standardized in a knowledge base or FAQ accessible to all.

Yes, self-care does apply to B2B companies. Business customers also appreciate being able to solve their problems quickly without having to call or e-mail, especially for recurring or simple technical queries. In the B2B context, a well-designed self-care portal (such as a technical knowledge base or customer help center) can provide business users with detailed information around the clock. This enables B2B teams to save time on first-level support, while delivering an efficient customer experience.

Self-care has become crucial as customer habits have evolved in the digital age. Nowadays, most customers expect to find instant help online. They prefer self-service solutions to save time and avoid waiting on the phone or by email. For the company, offering selfcare meets these modern expectations, improves the user experience and is part of the digital transformation of customer service. Failure to do so risks disappointing customers who are looking for autonomy and responsiveness.

Self-care in customer relations refers to all devices that enable customers to find answers to their questions themselves, or to carry out support actions, without having to contact a human team directly. In concrete terms, this encompasses self-service tools such as online FAQs, knowledge bases, chatbots and other interactive guides. The aim is to empower customers to deal with simple, routine queries, thereby improving speed of resolution and satisfaction, while relieving customer service of basic requests.

Yes, Smart Tribune's products are offered in SaaS (Software as a Service) mode, accessible via the cloud without local installation, and with continuous updates included.

You need a corpus of content (questions/answers or product documentation), access to the website for integration, and a person to administer the FAQ via the interface.

A project can be deployed in a few weeks on an initial perimeter, with a gradual ramp-up according to use cases and available content.

By automating customer support, structuring internal knowledge and improving the user experience, Smart Tribune is a powerful lever for digital transformation.

Yes. The interface is designed to be accessible to business teams (support, marketing, product) without the need for a developer, even if initial technical integration is sometimes necessary.

Yes, via SDK or API, Smart Tribune modules can be embedded in a mobile app to offer self-care integrated into the mobile user experience.

Yes. The tools are used in both B2C and B2B, notably to help business customers quickly access the right product information or technical support.

It centralizes business knowledge, provides contextualized answers, and saves agents time while delivering consistent responses to customers.

Smart Push increases conversion and anticipates user friction by providing targeted answers at the right time, without the user having to search for the information.

Smart Agent can be integrated on a website, mobile application, or messaging channels (Facebook Messenger, WhatsApp, etc.), with omnichannel service continuity.

Yes. The chatbot's tone, vocabulary and personality can be configured to align with the company's branding and communication style.

Interactions are analyzed to identify failures or requests not covered. Teams can then add formulations or create new items in response to actual usage.

All answers are based on a centralized knowledge base, validated and regularly enriched by our teams. The AI uses this content to formulate the answers.

Yes. APIs enable modules to be integrated into other interfaces or applications (voice chatbot, internal CRM, etc.), guaranteeing maximum interoperability.

A dynamic, well-referenced FAQ can attract qualified traffic from search engines, capture informational intent and improve acquisition.

It's an interactive guided path that helps the user find a solution step by step. It is often used in FAQs or chatbots for complex cases.

The company provides implementation support, advice on use cases, help with content structuring, training and ongoing follow-up via Customer Success.

Indicators such as autonomous resolution rate, user satisfaction, volume of contacts avoided and SEO performance of proposed content should be monitored.

Companies generally see a 40-60% reduction in simple support requests, an increase in customer satisfaction and better management of their knowledge.

Yes, our solutions are multilingual and can be deployed in any French-speaking country (France, Belgium, Switzerland, Canada), with linguistic and contextual adaptation.

Yes, Smart Tribune offers connectors for Salesforce, Zendesk and other CRM or ticketing tools. This makes it possible to streamline the management of requests between chatbots and human agents.

Yes, all data is hosted in Europe, with guaranteed security, confidentiality and regulatory compliance.

This is the administration and performance analysis interface for all Smart Tribune modules. It allows you to manage content, consult statistics and fine-tune your self-care strategy.

Yes, Smart Tribune uses NLP algorithms and generative AI approaches in a controlled way to improve query understanding and response quality.

Yes, content produced via Smart FAQ or Smart Knowledge is optimized to be understood by language models such as ChatGPT or Perplexity, thanks in particular to the clear structuring of answers.

Primarily for large companies or SMEs with a high volume of online customer interactions. Solutions are used in e-commerce, banking, insurance, energy and utilities.

Smart Bot is an intelligent chatbot that relies on a validated knowledge base to respond to users in natural language. It can be used for pre-sales, customer support or internal services.

It's an internal knowledge base for advisors, facilitating rapid access to the right answer and guaranteeing consistent service quality.

Smart Push is a context-sensitive help module that automatically displays relevant answers or advice depending on the page or user path, to enhance the customer experience.

Smart FAQ is a dynamic FAQ solution that lets users ask a question in natural language and get an immediate answer. It is customizable and optimized for SEO.

Smart Tribune offers Smart FAQ (dynamic FAQ), Smart Bot (chatbot), Smart Push (proactive contextual help), Smart Knowledge (internal knowledge base) and Smart Dashboard (analysis and management tool).

Smart Tribune is a French company that develops self-care solutions to empower customers via tools such as dynamic FAQs, chatbots and intelligent knowledge bases.

A solid knowledge base, a high-performance search engine, a dynamic FAQ, a chatbot and an ergonomic interface are the pillars of effective selfcare.

You have to start with the questions customers actually ask, formulate them in natural language, organize them by theme, and write clear, up-to-date answers.

The internal database is used by advisors and collaborators; the external database is accessible to customers for self-help. Some of the content may be shared.

You need to appoint a manager, monitor user feedback, analyze unsuccessful searches and set up a periodic content review process.

It's a repository of structured information, giving customers or advisors easy access to useful content: tutorials, answers to frequently asked questions, product guides, and more.

Yes, because it provides structured, relevant and regularly updated content. This promotes indexing by search engines and visibility in results.

It offers instant search, contextual personalization, automatic suggestions and improved UX integration. It also lets you track performance via detailed statistics.

This is an advanced version of the traditional FAQ. It features an intelligent search engine, context-sensitive navigation and an intuitive interface for finding the right answer quickly.

Customers get an immediate response at any time, which improves their satisfaction. They save time and become more autonomous in solving their problems.

Chatbots can answer frequently asked questions around the clock, unclogging traditional channels, reducing waiting times and improving the overall user experience.

Self-care refers to tools that enable customers to find answers to their questions themselves, without having to call in an advisor. This includes dynamic FAQs, chatbots and knowledge bases.

It reduces the volume of simple requests to human advisors, improves customer support productivity and cuts costs while increasing service quality.

Chatbots are effective for simple requests, but can run into difficulties with complex, ambiguous or emotional queries. It is therefore essential to provide a gateway to a human agent.

Live chat involves a human agent interacting live with the user. A chatbot, on the other hand, provides automated responses. The two are often complementary: the bot handles simple requests, and the live chat takes over when needed.

A chatbot operates either on the basis of predefined scenarios, or using artificial intelligence technologies such as natural language processing. It analyzes the user's intention and proposes a response drawn from a knowledge base.

A chatbot is a computer program designed to simulate a conversation with a human user. It operates via a messaging interface and can automatically answer frequently asked questions, guide a user or perform simple actions.