Optimize Your Help & Support Experience

Turn Support Friction Into Instant Resolution

Support shouldn't be where customers go to get frustrated. Analytics show bounce rates. Post-interaction surveys show 30% found an article "helpful." Neither fixes the core problem: users arrive with specific needs and leave without solutions.

Pulse Support Agent detects struggle signals during the support journey, asks one targeted question, and surfaces the right answer from your knowledge base—before users escalate or abandon.

Average result: 30-40% reduction in contact volume for covered issues, 60%+ engagement on interventions.

How It Works

Detect → Struggle signals (failed searches, article re-reading, error patterns, exit intent from help pages)

Diagnose → One contextual question identifies the specific need ("Can't find what you're looking for?")

Intervene → Surface the relevant solution from your knowledge base (specific article, video guide, escalation path)

The research process finds what answers already exist in your help center, FAQs, and documentation but aren't visible at the moment of struggle.

The Big 3 Friction Patterns

1. Search Failure & Navigation Dead Ends

Users can't find what they need and bounce.

Signals: Multiple failed searches, repeated query refinement, back-button patterns, time on results without clicks

Question: "Can't find what you're looking for?"

What we surface from your site:

• Clarifying options from your help categories ("Are you trying to: Return an item / Track an order / Update account?")

• Most-relevant article for their query from your knowledge base

• Escalation path to specialized agent if needed

Expected lift: 35-45% reduction in search abandonment

2. Help Article Confusion

Users land on an article but it doesn't solve their problem.

Signals: Unusual time on article, rapid scrolling without engagement, exit without clicking next steps, repeat visits

Question: "Is this article missing something?"

What we surface from your site:

• Alternative formats you offer (step-by-step instructions, video walkthrough, specific example)

• Related articles from your knowledge base that solve adjacent problems

• More specific articles for their use case

Expected lift: 25-35% improvement in article resolution rate

3. Chatbot Frustration & Dead Ends

Bot doesn't understand, user gets stuck.

Signals: Repeated similar queries to bot, "agent" or "human" typed, exit after unsuccessful interaction

Question: "Did the bot understand your question?"

What we surface from your site:

• Specific article or solution that matches their intent

• Rephrased query suggestions that work better with your bot

• Fast escalation to human agent with context

Expected lift: 40-50% reduction in frustrated bot exits

Five More High-Impact Patterns

Account or Billing Self-Service Blockage
Multiple form errors or abandoned settings changes. We surface step-by-step instructions from your help docs or escalate with account context ready.

Return & Refund Policy Uncertainty
Multiple visits to return policy, exit from order history. We surface return eligibility from your policy, instant label generation if available, or specific return windows.

Feature or Product Confusion
Repeated visits to "How to use" content or error patterns. We surface quick-start guides, video walkthroughs, or common mistake prevention from your docs.

Escalation Path Opacity
Exit intent from help pages without resolution. We surface triage options from your contact structure, wait time expectations, or channel alternatives (chat vs. phone).

Missing or Outdated Information
Searches return no results, repeated FAQ visits without engagement. We capture what's missing for your content team while providing temporary workaround or escalation.

How Interventions Are Built

The research process:

1. Analyzes your support content - Help center, FAQs, knowledge base, agent scripts

2. Identifies available solutions - What exists but isn't easily discoverable

3. Maps to struggle signals - Which content answers which friction pattern

4. You review and approve - Every intervention uses your content, voice, escalation rules

Nothing is generated that doesn't exist in your support ecosystem. We surface the right answer at the right time.

What Makes This Different

Proactive - Detects struggle before users bounce or escalate
Contextual - Delivers one relevant answer, not 47 search results
Intelligent triage - Routes to humans when needed, with full context

Measurement

• Contact deflection rate - Struggles resolved without human escalation

• Resolution by intervention - Which interventions solve vs. which lead to escalation

• Time to resolution - How much faster intervened users solve problems vs. control

The answers your customers need already exist in your knowledge base. They're just not visible at the moment of struggle.