Customer support
Stuck on a step? See how it was shown before
When a customer taps “I have a problem”, the assistant asks what is wrong. If that step was shown differently in an earlier version of the guide, it offers to show it. Once the customer moves on, the guide asks whether it helped, and what it made clear.
Released · in the changelog
The problem
Every change to a guide is a guess about what will be clearer. Most companies only find out it made things worse from returns and one-star reviews, weeks later and with no idea which step was the problem.
How it works
- 1
The customer says what is wrong
“I have a problem” opens the conversation with the assistant, which asks for the problem in a few words. Its answer comes from the guide and your product knowledge.
- 2
The earlier version of the step
If the step changed since an earlier version, the customer can open that version of the step, with its own 3D view and text, and come back to the guide where they were.
- 3
Did it help?
When the customer moves on to the next step, the guide asks whether the earlier version helped, and what it made clear or what is still unclear.
- 4
Problems by step, for your team
The product page lists the problems customers reported, in their words, by step: how many opened the earlier version, how many moved on, and whether it helped.
What you get
- Find the step that is causing trouble from the customers who are stuck on it
- See whether a change made a step clearer or worse
- Customers get a second way to understand the step before they call support
- Every report carries the version the customer was using
Questions
Does the customer leave the guide to see the earlier version?
No. It opens over the guide, and “Back to the guide” returns to the same step.
What if the step never changed?
The assistant still helps with the problem, and the report is still recorded for your team. The earlier version is only offered when one exists.
Where do I see the reports?
On the product page, under “Problems customers reported”, grouped by step.
New to interactive assembly guides? Read PDF manual vs interactive 3D guide, or see all guides and video tutorials.
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