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Designing digital help: Strategies for AI age

Understand how to build a digital help experience that best serves your customers.

Digital help paper mockup

In this report

  • Research around customer behaviours and needs
  • The digital help structure that leading products and services use
  • How AI can elevate the customer experience to the next level

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90%

Of customers rate an “immediate” response as important or very important when they have a customer service question.

Customers view automation less as a nuisance, and more as a bona fide, personalised option for getting help with their issues.

47%

Of people say strong customer service is what they value most on social channels.