Skip to content

Support & Self-Service Platform

This page describes the ConnectSoft Support & Self-Service Platform — a comprehensive support and self-service solution providing ticketing, knowledge base, in-product help, and subscription management. It is written for product managers, support teams, and teams evaluating support solutions.

The Support & Self-Service Platform provides a unified platform for customer support, self-service capabilities, and subscription management across all ConnectSoft SaaS products.

What This Platform Does

The Support & Self-Service Platform provides:

  • Ticketing System - Create, route, and manage support tickets with SLA tracking
  • Knowledge Base - Article management, search, and categorization for self-service support
  • In-Product Help - Contextual help, tooltips, and guided tours within products
  • Subscription Management - Self-service subscription management, billing, and account settings
  • Customer Portal - Unified customer portal for support and account management
  • Support Analytics - Support metrics, customer satisfaction, and ticket analytics

Core Features

  • Ticket Management - Create, assign, route, and resolve support tickets
  • SLA Tracking - Track and enforce service level agreements
  • Knowledge Base - Article management with search and categorization
  • In-Product Help - Contextual help integration with SaaS products
  • Self-Service Flows - Self-service subscription management and account settings
  • Customer Portal - Unified portal for support and account management
  • Support Analytics - Metrics, satisfaction scores, and ticket analytics
  • Multi-Channel Support - Email, chat, and in-app support channels
  • Observability - Distributed tracing, metrics, and structured logging

Typical Integrations

Ticketing

  • Ticket creation and routing
  • SLA management
  • Ticket assignment and escalation
  • Ticket resolution and closure

Knowledge Base

  • Article creation and management
  • Search and categorization
  • Article versioning
  • Analytics and usage tracking

Self-Service

  • Subscription management
  • Billing and payment
  • Account settings
  • Feature access management

Ideal Use Cases

  • Customer Support - Provide support for all ConnectSoft SaaS products
  • Self-Service Support - Enable customers to find answers and resolve issues independently
  • Subscription Management - Allow customers to manage subscriptions and billing
  • In-Product Help - Provide contextual help within SaaS products

SaaS Consumers by Cycle

Cycle 1: AI Factory SaaS

  • AI Factory SaaS uses Support Platform for developer support, documentation, and self-service onboarding
  • Factory users can access help and submit tickets

Cycle 2: Horizontal SaaS

  • Digital Marketing Hub - Customer support, campaign help, billing support
  • Short Links Platform - Link management help, analytics support
  • Workflow Orchestrator - Workflow design help, integration support
  • Headless CMS - Content management help, API documentation
  • CRM / Contacts Hub - Sales process help, integration support

Cycle 3: AI & First Vertical

  • AI Bot Framework - Bot development help, channel integration support
  • Digital Forms SaaS - Form design help, workflow support
  • Insurance Suite - Insurance-specific help, compliance support

Cycle 4: Marketplaces & Ecosystem

  • All marketplace products use Support Platform for customer support
  • Integration Platform - Integration help, connector documentation
  • Vertical suites (AdTech, HR) - Industry-specific help and support

Relationship to the Factory

The Support & Self-Service Platform is built by the Factory and demonstrates support and self-service patterns. All ConnectSoft SaaS products integrate with Support Platform for customer support.