Case Study: Act-On achieves in-app self-service support for 18.5% of customers with AnswerDash

Act-On Uses AnswerDash to Deliver In-App Self-Service Answers to 18.5% of its Customers and Improve Customer Satisfaction

Act-On, the cloud-based sales and marketing engagement platform, needed a better way to deliver in-app support because its help articles were hard-coded, often outdated, and stored outside the app, making them hard for users to find. The company wanted to improve support content discoverability, provide help in context, and give customers more self-service options.

AnswerDash implemented in-app self-service answers for Act-On by helping style the experience, add initial Q&A content, and integrate the solution with a simple JavaScript install. With AnswerDash, Act-On increased the share of visitors getting help to 18.5% and reduced support tickets per visitor by about 17.2%, while also improving customer satisfaction and making support content more visible and usable.

Act-On

Dan Demas

VP of Customer Success