Your customers shouldn't have to contact you just to learn how.
Turn common customer processes into clear how-to guides, visual walkthroughs and searchable answers so customers can get things done on their own.
How do I file a claim?
- Step-by-step guide
- Visual walkthrough
- Grounded answer
Claim filed
no waiting for support
Customers already try self-service. The opportunity is helping them actually finish the task.
They try
73%
of customers use self-service somewhere in their service journey.
Too few fully resolve
14%
of customer-service issues are fully resolved through self-service.
The economics matter
$13.50
assisted, per contact
$1.84
self-service, per contact
Median cost per contact. A potential benchmark difference of $11.66 for every successfully self-served contact that replaces an assisted interaction.
What the benchmark difference can mean at your volume. It only applies to contacts that self-service successfully replaced.
Successfully self-served contacts
50,000
Potential contact-cost difference
≈ $583,000
50,000 × ($13.50 − $1.84) = 50,000 × $11.66
Illustrative potential contact-cost difference based on Gartner median benchmarks. Actual savings depend on contact type, resolution rate, operating costs and customer behavior. Not an InteractiveDox customer result.
Routine tasks are natural self-service candidates
- 60%order or service status
- 56%billing and payments
- 43%bookings
Customers are willing to self-serve routine tasks when the experience makes the next step clear.
KPMG, Customer Experience Excellence Report 2025 · willingness, not resolution ↗Don't just give customers information.
Show them how to do it.
Turn the processes your team already knows into guidance customers can actually follow, and put it where customers look.
Business process
your team already knows it
Document Studio
- Step-by-step guide
- Visual walkthrough
- Help article
- Grounded AI answer
Knowledge Portal
where the customer looks
One process. Multiple ways to help.
Some customers want to read it, some to watch it, some to ask, some to be walked through it while they do it. Your team explains the process once. Customers can use that knowledge again and again.
One process
created once
- Read itStep-by-step guide
- Watch itNarrated walkthrough
- Ask itGrounded AI answer
- Follow itClear procedural guidance
- Any routine process
- File a claim
- Update an account
- Make a payment
- Submit an application
- Book a service
- Track a request
Publish the answer. Then learn what's still missing.
Every portal shows what customers search for, what they read, and what they say about each page. See what customers are looking for and where your guidance can improve, so self-service keeps getting better at finishing the job.
- Create guidance
- Publish
- Customers search, read, ask
- Search & feedback signals
- Your knowledge team
- Improve the guidance
- ↺ and the customer searches again
Which pages customers actually read, how they rated them, and what they searched for.
What changes for the business?
01
Fewer repetitive contacts
Routine questions have somewhere useful to go before becoming assisted interactions.
02
Lower cost to serve
Successful self-service can shift appropriate interactions away from more expensive assisted channels.
03
Faster answers
Customers get routine guidance without waiting for an available agent.
04
Better use of support teams
People spend more time on complex, emotional or judgement-heavy situations.
05
More scalable customer knowledge
One maintained process helps many customers across multiple formats.
The goal isn't more self-service. It's self-service that actually helps the customer finish the task.
Give customers clear guidance they can use on their own, and give your team better visibility into what customers still need.
Customer self-service questions, answered.
What does InteractiveDox do for customer self-service?
It turns the processes your team already knows into guidance customers can follow on their own: step-by-step guides with screenshots, narrated walkthroughs and grounded answers, published on a Knowledge Portal on your domain. Customers search or ask, follow the steps, and finish the task without an assisted contact.
How is Customer Self-Service different from Customer Support in InteractiveDox?
Self-Service enables the company's end customers to complete routine tasks themselves through Knowledge Portals. Customer Support enables the company's support agents to learn, revisit and follow internal processes. They are separate solutions for different users.
Does InteractiveDox reduce support contacts by a specific percentage?
No figure is claimed. The page cites Gartner medians ($13.50 per assisted contact versus $1.84 per self-service contact) as industry benchmarks; actual results depend on contact type, resolution rate and customer behaviour, and no InteractiveDox customer result is implied.
In what formats can customers get help?
Read it as a step-by-step guide, watch it as a narrated walkthrough, ask it as a grounded AI answer from the portal's own content, or follow procedural guidance while completing the task. All come from one documented process.
How do we know what customers still can't find?
Every portal shows what readers searched for, including searches that returned nothing, which pages they read and how far, and how they rated each page. Your team uses those signals to improve the guidance.