Israeli startup AlwaySupport embarks on a mission to solve customer support issues affecting both online and mobile apps and sites as well as their customers. It believes it can be done with its next-generation customer service product which automatically provides the right answer for any question at any time and from any device. In a nutshell, AlwaySupport provides instant and contextually relevant answers based on a self-learning and ever growing Q&A knowledge-base. The result is a significant reduction in support costs versus other online solutions, an increase in conversions such as sales or registrations, improved and speedy customer support, and a rise in visitor engagement and loyalty.
AlwaySupport knowledge-base is built upon two data sources: Community Assistant and Automatic FAQ. The proprietary Community Assistant technology uses your site visitors to provide reliable instant answers. The company claims that its product is the only one on the market that uses crowdsourcing and social elements to provide instant support, a drastic change from widely-used but infrequently updated community forums. In addition an automatic FAQ database is generated from common questions and answers or a site’s existing FAQ page which can be expanded via an intuitive admin area. By utilizing community assistance and automatic generated FAQ, AlwaySupport can handle customer support in a very efficient and cost-effective way.
AlwaySupport interfaces are intuitive and easy-to-use for both customers and support reps. It provides a floating widget for websites and embedded solutions for Android and iOS mobile apps. If users ask questions through the web or mobile widgets, in free text format, AlwaySupport retrieves the best answer from its self-learning knowledge-base and delivers it instantly. The incoming questions and answers are used to constantly grow the knowledge base, and as a result provide better and more accurate customer service. Users also have the option to start a live chat with a representative or to ask the community. In addition to these consumer-facing capabilities, AlwaySupport provides added value features to site owners such as auto FAQ page build to improve SEO, real-time analytics, SMS notifications, and uninterrupted live chat sessions when switching between devices.
The company offers 3 subscription packages starting from one that is fully free to a $299 per month package. Those price points are roughly one-tenth of competing services making it ideal for both small and large customers. Currently the service is compatible with sites using HTML5, Joomla, Drupal, and WordPress, as well as all major mobile platforms. In addition, plugins will be developed for leading online store builders such as Shopify, Volusion, Bigcommerce, Wix, and Squarespace.