Guide Users to Self-Serve Resources on Your Website

Help customers help themselves using automated responses with Aide AI

When customers reach out for support, they often have common questions or issues that can be easily resolved by directing them to the right resources on your website. However, sharing these resources manually can be time-consuming for your support team, leading to longer resolution times and decreased customer satisfaction.

By leveraging Aide’s Workflow and Auto Reply features, you can automatically detect the intent of a customer’s inquiry and provide them with relevant self-serve resources from your website. This empowers customers to find solutions independently and frees up your support team to focus on more complex issues.

What you’ll accomplish

By following these steps, you’ll configure Aide to automatically identify common customer inquiries and respond with tailored Auto Replies containing links to self-serve resources on your website. Once set up, customers will receive instant guidance to the most relevant pages, enabling them to resolve their issues quickly and independently. As you add more self-serve resources, you can create additional Workflows and Auto Replies to cover a wider range of topics, continuously improving the customer experience.

Pre-requisites

• A business website with self-serve resources (e.g., password reset page, order tracking page, FAQ pages, or how-to guides)
• Helpdesk integration (Zendesk, Front) or Aide Chatbot

Task outline and guidelines

For this use case, you will:

• Identify common customer inquiries that can be resolved with existing self-serve resources
• Create a Topic for each identified inquiry
• Create a Macro with an Auto Reply containing relevant links to self-serve content for each Topic
• Set up a Workflow for each pair of Topic and Macro

When selecting inquiries to address, focus on those that have clear, existing self-serve resources on your website. As you create Topics, ensure they are specific enough to accurately represent the customer’s inquiry.

Setting it up in the app

Tip: You can import the Self-Serve Website Resources Workflow template to get started quickly. This comes packaged with sample Topics and Auto Replies for common use cases, such as resetting a password.

Otherwise, follow the steps below.

Create a “Needs password reset” Topic

1. Go to the Topics page and click +create topic
2. Name the Topic Needs password reset and provide a description, such as “Customer is having trouble logging in and needs to reset their password”
3. Optionally add 5-10 example conversations that represent different ways customers might ask about resetting their password (do this if you need to further improve accuracy)

Create a “Password reset link” Macro

1. Go to the Macros page and click +create macro
2. Give it the name Password reset link
3. Give it the following Auto Reply

It looks like you're having trouble logging in. To reset your password, please visit our password reset page: [link]

4. Replace [link] with the actual link to your password reset page on your website

Create the Workflow

1. Go to the Workflows page and click +create workflow
2. Name the Workflow Needs password reset
3. Add the condition:
   • Topic is Needs password reset
4. Attach the Password reset link Macro
5. Enable and save the Workflow

Repeat these steps for each additional Topic you’ve identified, creating a corresponding Workflow and Macro with attached Auto Reply for each.

Test it

1. Send a test email or start a chat conversation with your support inbox or chatbot, mimicking a customer asking about resetting their password
2. Verify that the Needs password reset Topic is detected and the appropriate Auto Reply is sent, containing the link to your password reset page

Next steps

• Monitor the performance of your self-serve Workflows and Auto Replies, tracking metrics such as customer engagement and resolution rates
• Provide feedback on Topic predictions to help Aide better understand and categorize customer inquiries
• Identify additional common inquiries that can be addressed with self-serve resources, and create corresponding Topics, Workflows, and Auto Replies (aim for no more than 20 Topics to maintain simplicity)
• Explore more advanced Workflow conditions, such as checking a customer’s subscription status or order history, to provide more personalized self-serve guidance