Peak Chat / Self-service
The same question. For the tenth time.The answer has long been on your site.
Many customer questions are already answered, just not where people ask. The plan is for Peak Chat to answer from your own content, show the source and hand anything unclear to your team. Today, questions through Peak Helpdesk's guest chat land with you as a ticket.
Put the goal into words. Add perspectives and timing right below.
Explore the planned flow with a local example.
One question / one source / one person
Where the answer starts.
- The question
- What do customers keep wanting to know?
- The source
- Where is the answer you wrote yourselves?
- The limit
- From when on does a person take over?
Your small trial run
From a common question to an answer note.
Fill in the working example and see how question, source and limit fit together. Everything stays in this open preview only.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three thoughts. An answer that holds.
Draft · not yet put together
- The question
- Still open
- The source
- Still open
- The handoff
- Still open
From the question to the answer
One answer. With a source.
The order turns a knowledge page into reliable self-service. That's how the flow is planned.
- 01Occasion
A question comes in.
The questionWhat do customers keep wanting to know?
A customer asks about the process, deadlines or who's in charge. The plan is for the chat to look in your approved content first.
Question → approved content - 02Action
Answer with a reference.
The sourceWhere is the answer you wrote yourselves?
The answer is meant to show the passage it comes from. If nothing solid is found, the chat says so instead of making something up.
Tool → answer with source - 03Result
Solved or handed over.
The limitFrom when on does a person take over?
The question is answered, or a person takes over with the whole history. The note here is a local preview.
Sample artifact → answer note
What you can already see today
See self-service as a simulation.
The live demo shows a conversation with example data. What exists today: Peak Helpdesk's guest chat, where every question becomes a ticket your team answers.
See the live demoPeak Chat / Your next step
The best answer is one people can find.
Take the question your team answered most often this week and check it in the example.
Start the self-service example
Find it yourself. Or be allowed to ask.
From when on does a person take over?
Frequently asked questions
Does Peak Chat answer questions automatically today?
No. Automatic answers from a knowledge base are planned. Today your team answers guest chat questions as tickets.
Where will the chat get its answers?
The plan is for it to answer only from content you have approved and to show the source.
What happens when the chat doesn't know?
The plan is for it to say so openly and hand over to a person instead of making something up.