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Provide Customers with Instant Answers

Surround your customers with access to information, making it easy for customers to answer their support, product, and technology questions 24/7.

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The Demand for Self-Service

The consumers of today want to self-serve. Ensuring the information your customers need is easily accessible, consistent across all channels, and available 24/7 has never been more important.

  • 38%
    of Gen Z / Millennials will quit trying to solve a problem if they can’t find the solution themselves online.*
  • 67%
    of customers prefer self-service over speaking to a company representative.*
  • 97%
    of banking leaders emphasize the importance of a unified knowledge base for both customers and staff.*

Meet Engageware’s Customer Self-Service: Helping Your Customers Help Themselves

Robust Omnichannel Knowledge

Engageware’s team develops hundreds of pre-defined questions and answers tailored to your organization to get you started and then partners with you to customize, launch, and optimize the knowledge base.

With one centralized area for all your customer knowledge, making updates once seamlessly deploys them across all your digital channels. The powerful, natural language technology that drives your knowledge base understands what your customers are asking – and gives them the right answer every time.

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Smart, on-page answers

Each product you sell will generate a variety of questions from visitors. Meet your customers where they are, and give them the answers they need as they browse your website. From high-value product pages to high-volume support pages, Smart FAQ technology ensures the right answers are on every page, reducing call volumes and driving engagement.

Easily Capture Customer Questions and Needs

Custom Inquiry Queues streamline customer inquiry management by automating the collection and assignment of requests from all your digital channels. Businesses can customize forms and routing rules to ensure inquiries are efficiently directed to the appropriate team members, enabling faster responses whether it’s for leads or customer concerns.

Custom Inquiry Queues improve the customer experience by providing your customers answers to the questions they can’t find and give feedback to your organization around gaps in your content.

Guide Your Customers to Success

Increase adoption and customer confidence while reducing abandonment rates using Guided Tutorials. Engageware’s step-by-step interactive guides provide users with the visuals they need to learn exactly how to use your digital tools or complete complex tasks ranging from setting up mobile/online banking, to bill pay, and more. With guided tutorials, your customers can get instructions clicking step-by-step, watching as a video, listening, or reading.

Gain Insights Like Never Before

Identify areas of friction for your customers by understanding how your customers are interacting with your content, where they are interacting, and what content they are interacting with most frequently using Customer Self-Service Analytics. By understanding what’s being searched your organization can improve and better position your solutions to meet customers’ needs and ensure positive experiences.

  • Reduce Call Volume


    Eliminate the high volume repetitive questions coming into your call center

  • Improve Customer Satisfaction


    Deliver the experience your customers want with instant answers

  • Increase Tech Adoption


    Increase understanding, engagement, and conversion with effective information

The Engageware Difference: Unlike other solutions, when you choose Engageware you aren’t just getting software, you are getting a partner.

  • 20+ Years’ Experience

    With over 20 years of managing knowledge, handling millions of customer questions, we know what questions are most frequently asked and have the best practices and experience to ensure success.

  • We Do The Work

    With our team of knowledge experts and our best practices built over decades of experience we custom build your knowledge base of over 100 questions and responses designed with our 3A methodology for your team so all you need to do is review.

  • Up and Running Quickly

    With our proven process, we are able to get your organization up and running with Customer Self-Service in just a few short weeks not months so you can start delivering customers the support they need now, not later.

  • Ongoing Partner

    Our Customer Success team provides ongoing support in managing your knowledge and ensure that you are consistently leveraging best practices, understanding your data, and making improvements to better the customer experience.

“We needed a way for members to self-serve”

Learn how Members Credit Union uses Engageware’s Customer Self-Service solution to help members find the answers they need beyond normal operating hours.

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  • VIRTUAL ASSISTANT

    Supercharge your Customer Self-Service experiencing by delivering your knowledge through a conversational Virtual Assistant.
    Learn More

  • LIVE

    When complex needs arise, make it easy for your customers to chat directly with a live agent with Live.
    Learn More

  • EMPLOYEE KNOWLEDGE MANAGEMENT

    For the complex questions that need human support, make it easy for your employees to provide quick and confident answers.
    Learn More