{"id":236029,"date":"2024-09-08T14:46:54","date_gmt":"2024-09-08T14:46:54","guid":{"rendered":"https:\/\/userpilot.com\/blog\/product-support\/"},"modified":"2026-04-13T10:20:16","modified_gmt":"2026-04-13T10:20:16","slug":"product-support","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/product-support\/","title":{"rendered":"Product Support: Types &#038; Best Practices to Follow"},"content":{"rendered":"<p>Did you know that our client <a href=\"https:\/\/userpilot.com\/blog\/recruitnow-case-study\/\" target=\"_blank\" rel=\"noopener noreferrer\">RecruitNow saved over 1,000 customer training hours<\/a> a year by implementing a localized resource center coupled with onboarding flows?<\/p>\n<p>Great product support helps you cut costs and make users happy, so in this article, we\u2019ll look at the various in-app support types and some best practices for you to follow.<\/p>\n<h2 id=\"boa9e\">What is product support?<\/h2>\n<p>Product support is a service that assists customers in using a product effectively and resolving any issues they may encounter. This can include troubleshooting, answering questions, providing updates, and guiding customers through the full range of features and functionalities.<\/p>\n<h2 id=\"4o0ue\">Product support types you should implement to exceed customer expectations<\/h2>\n<p>Here are several <a href=\"https:\/\/userpilot.com\/blog\/types-of-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">product support types<\/a> you should implement into your product.<\/p>\n<h3 id=\"8dtvb\">Self-service support<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/glossary-what-is-self-service-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">Self-service support<\/a> allows customers to find answers and access solutions independently without contacting a support team. It is convenient for users and reduces the workload on companies&#8217; customer service teams. Here are some key examples:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">Knowledge base<\/a><\/strong>: A centralized online library that provides detailed articles, FAQs, and guides to help users troubleshoot issues and understand how to use the product effectively.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/how-to-create-a-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">Resource center<\/a><\/strong>: A collection of helpful resources, such as articles, videos, <a href=\"https:\/\/userpilot.com\/blog\/product-updates-guide\/\">and product updates<\/a>, accessible within the product. Resource centers provide users with relevant information and support without leaving the product environment.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/in-app-tutorials-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app video tutorials<\/a><\/strong>: Short instructional videos embedded directly in the app guide users through specific tasks or features. These tutorials offer an engaging way to learn, helping users quickly grasp functionalities and reducing the need for additional support.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-product-support_2b79ee3684f8865d8462cae46b858874_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-product-support_2b79ee3684f8865d8462cae46b858874_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-product-support_2b79ee3684f8865d8462cae46b858874_800.png\" alt=\"An example of a resource center that helps with product support\" \/><\/picture><figcaption>A resource center.<\/figcaption><\/figure>\n<h3 id=\"a1ehv\">Assisted support<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-service-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">Assisted support<\/a> involves direct interaction between customers and support representatives to resolve issues that can&#8217;t be addressed through simple self-service options. This personalized approach helps companies build stronger customer relationships and provides immediate help. Here are some key examples:<\/p>\n<ul>\n<li><strong>Live chat<\/strong>: Real-time messaging allows customers to communicate instantly with support agents for quick answers and help. Live chat is highly effective for resolving issues promptly and enhances the user experience by providing immediate support in-app.<\/li>\n<li><strong>Phone and email<\/strong>: Traditional yet essential methods for providing a <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized experience<\/a>, allowing customers to discuss their issues. These channels are valuable for addressing complex problems requiring in-depth explanations or a more human touch.<\/li>\n<li><strong>Social media<\/strong>: Engaging with customers through platforms like Facebook or Instagram offers a more informal and public avenue for <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a>. Social media support effectively addresses quick questions and feedback while showing responsiveness to a broader audience.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-usage-product-support_41dfdfe3b3b26ecff0f67763c28d21a7_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/product-usage-product-support_41dfdfe3b3b26ecff0f67763c28d21a7_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-usage-product-support_41dfdfe3b3b26ecff0f67763c28d21a7_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/product-usage-product-support_41dfdfe3b3b26ecff0f67763c28d21a7_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-usage-product-support_41dfdfe3b3b26ecff0f67763c28d21a7_800.jpg\" alt=\"An example of a live chat as a product support tool\" \/><\/picture><figcaption>Live chat support.<\/figcaption><\/figure>\n<h3 id=\"asa25\">Proactive support<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/proactive-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">Proactive support<\/a> expects customer needs and addresses potential issues before they become problems. This <a href=\"https:\/\/userpilot.com\/blog\/proactive-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive approach<\/a> to handling them enhances customer satisfaction by showing your commitment to their success. Here are some key examples:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app messaging<\/a><\/strong>: Real-time messages delivered within the product interface provide timely tips, updates, or warnings based on user behavior. This method allows you to guide users proactively, offering help or promoting new features when they are most relevant.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer success<\/a> management<\/strong>: A strategic approach that focuses on helping customers achieve their desired outcomes through your product. Customer success teams can offer personalized advice and support by monitoring customer usage and engagement. This helps to reduce churn and increase customer loyalty.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Interactive walkthroughs<\/a><\/strong>: Step-by-step guides embedded directly in the product help users understand new features or complete tasks without leaving the app. These walkthroughs enhance onboarding and product adoption by providing hands-on, proactive support tailored to the user&#8217;s needs.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contextual-help-product-support_2804f9d0925b10b1aeacf71249fcbd46_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/contextual-help-product-support_2804f9d0925b10b1aeacf71249fcbd46_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contextual-help-product-support_2804f9d0925b10b1aeacf71249fcbd46_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/contextual-help-product-support_2804f9d0925b10b1aeacf71249fcbd46_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contextual-help-product-support_2804f9d0925b10b1aeacf71249fcbd46_800.jpg\" alt=\"A example of tooltips as a form of proactive support\" \/><\/picture><figcaption>Tooltips.<\/figcaption><\/figure>\n<h2 id=\"clb3d\">Product support best practices to efficiently deal with support requests<\/h2>\n<p>Here are some best practices you can follow to help <a href=\"https:\/\/userpilot.com\/blog\/how-to-reduce-support-ticket-volume\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduce your support ticket volume<\/a>.<\/p>\n<h3 id=\"a2mue\">Offer multichannel support to meet customers where they are<\/h3>\n<p>Offering <a href=\"https:\/\/userpilot.com\/blog\/customer-service-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">multichannel support<\/a> allows you to engage with customers through their preferred communication methods, enhancing their overall experience and satisfaction.<\/p>\n<p>Providing access to multiple support channels ensures accessibility and convenience. This can help reduce response times and improve problem-resolution rates.<\/p>\n<p>Examples of different support channels include email, live chat, social media, and phone support.<\/p>\n<h3 id=\"dtfle\">Include self-serve options so users can solve problems independently<\/h3>\n<p>Self-serve options empower users to find solutions on their own without the need to contact support. By providing a <a href=\"https:\/\/userpilot.com\/blog\/knowledge-base\/\">comprehensive knowledge base<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource center<\/a>, FAQs, and <a href=\"https:\/\/userpilot.com\/blog\/product-webinars\/\" target=\"_blank\" rel=\"noopener noreferrer\">webinars<\/a>, you enable users to access information and guidance conveniently.<\/p>\n<p>A well-structured <a href=\"https:\/\/userpilot.com\/blog\/customer-service-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> offers detailed articles and step-by-step guides, while a resource center merges various support materials in one place. FAQs answer common questions quickly, and webinars deliver in-depth tutorials and feature overviews.<\/p>\n<p>The benefits of this type of <a href=\"https:\/\/userpilot.com\/blog\/proactive-help\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive help<\/a> are twofold. It allows users to resolve issues on their terms without waiting for help, and it reduces the overall support volume. This enables the customer support team to focus on more complex requests that require personalized attention.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-opitions-product-support_429a4cdf92836de0ca1b5df32fb3d27d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-opitions-product-support_429a4cdf92836de0ca1b5df32fb3d27d_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-opitions-product-support_429a4cdf92836de0ca1b5df32fb3d27d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-opitions-product-support_429a4cdf92836de0ca1b5df32fb3d27d_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-opitions-product-support_429a4cdf92836de0ca1b5df32fb3d27d_800.jpg\" alt=\"A example of a self-serve option of a resource center\" \/><\/picture><figcaption>Building a resource center.<\/figcaption><\/figure>\n<h3 id=\"a88v8\">Segment customers and provide contextual help based on their behavior<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">Segmenting customers<\/a> based on feedback responses and usage behavior allows you to offer more relevant and timely help tailored to their needs and expectations. This approach delivers <a href=\"https:\/\/userpilot.com\/blog\/contextual-help\/\" target=\"_blank\" rel=\"noopener noreferrer\">contextual help<\/a> that aligns with where a user is on their journey, ensuring a more personalized and effective support experience.<\/p>\n<p>For example, if a user frequently accesses a particular feature but reports difficulties in understanding it through feedback, you can trigger in-app <a href=\"https:\/\/userpilot.com\/blog\/how-to-create-tooltips\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a> or guides specifically for that feature to help them navigate it better.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/flow-setting-product-support_b701c96a4196563871363656d44f6432_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/flow-setting-product-support_b701c96a4196563871363656d44f6432_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/flow-setting-product-support_b701c96a4196563871363656d44f6432_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/flow-setting-product-support_b701c96a4196563871363656d44f6432_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/flow-setting-product-support_b701c96a4196563871363656d44f6432_800.jpg\" alt=\"The options for segmenting customer in Userpilot\" \/><\/picture><figcaption>Audience targeting.<\/figcaption><\/figure>\n<h3 id=\"9g4i7\">Train your support staff well to improve customer experience<\/h3>\n<p>Regularly training your support team on product knowledge, communication skills, and problem-solving techniques is crucial for enhancing the quality of customer interactions. Well-trained staff, such as <a href=\"https:\/\/userpilot.com\/blog\/how-to-become-a-product-specialist\/\" target=\"_blank\" rel=\"noopener noreferrer\">product specialists<\/a>, are better equipped to understand unique challenges and provide accurate information, which helps resolve complicated customer issues more effectively.<\/p>\n<p>Focusing on clear communication and effective problem-solving skills ensures customers receive helpful and empathetic responses, contributing to a positive <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-management-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>.<\/p>\n<p>Additionally, promoting consistency in responses is key to building trust and reliability. By standardizing support procedures and ensuring that all team members are aligned on handling various scenarios, you create a seamless and predictable customer support experience, making life easy when you need to <a href=\"https:\/\/userpilot.com\/blog\/customer-scaling-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">scale<\/a>.<\/p>\n<h3 id=\"2jtg5\">Gather feedback on your product support<\/h3>\n<p>Continuously improving your support services is essential, and one of the best ways to achieve this is by soliciting customer feedback after their interactions. Gathering <a href=\"https:\/\/userpilot.com\/blog\/product-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">product feedback<\/a> through <a href=\"https:\/\/userpilot.com\/blog\/customer-service-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service surveys<\/a> helps identify areas where your support team is excelling and where gaps may need addressing.<\/p>\n<p>This critical ongoing <a href=\"https:\/\/userpilot.com\/blog\/product-feedback-loop\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback loop<\/a> allows you to make data-driven improvements to your support processes, ensuring you meet customer expectations and maintain high satisfaction levels.<\/p>\n<p>To gain valuable insights, consider asking simple questions such as:<\/p>\n<ul>\n<li>&#8220;How satisfied were you with the resolution provided by our support team?&#8221;<\/li>\n<li>&#8220;Was the response time for your support request acceptable?&#8221;<\/li>\n<li>&#8220;How clear and helpful was the information provided by our support agent?&#8221;<\/li>\n<li>&#8220;What can we do to improve our product support experience?&#8221;<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/support-survey-product-support_63f83ceadf03950b634866f8476ad72b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/support-survey-product-support_63f83ceadf03950b634866f8476ad72b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/support-survey-product-support_63f83ceadf03950b634866f8476ad72b_800.png\" alt=\"An example of a customer survey you can create to collect customer feedback in Userpilot\" \/><\/picture><figcaption>Creating a survey.<\/figcaption><\/figure>\n<h3 id=\"be2i0\">Monitor key product support metrics and improve performance<\/h3>\n<p>Tracking key <a href=\"https:\/\/userpilot.com\/blog\/customer-service-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">product support metrics<\/a> is crucial for assessing the effectiveness of your support services and identifying areas for improvement. By monitoring these critical metrics, you can make data-driven decisions to enhance <a href=\"https:\/\/userpilot.com\/blog\/how-to-improve-customer-satisfaction-scores\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction scores<\/a>, streamline support processes, and allocate resources more effectively.<\/p>\n<p>Consistently analyzing these <a href=\"https:\/\/userpilot.com\/blog\/customer-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">metrics<\/a> helps you pinpoint inefficiencies and implement strategies designed to optimize your support team&#8217;s performance.<\/p>\n<p>Here are some important <a href=\"https:\/\/userpilot.com\/blog\/product-analytics-metrics\/\">product support metrics<\/a> to measure:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/how-to-reduce-support-ticket-volume\/\" target=\"_blank\" rel=\"noopener noreferrer\">Ticket volume<\/a><\/strong>: Measures the number of support tickets received over a specific period, showing the overall demand for support and potential areas where users might struggle.<\/li>\n<li><strong>Ticket backlog<\/strong>: This represents the number of unresolved support tickets, highlighting the support team\u2019s capacity to handle current workloads and the need for process adjustments if backlogs are high.<\/li>\n<li><strong>Average response time<\/strong>: Tracks the average time it takes for a support agent to respond to a customer\u2019s initial request, impacting <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a> and the perceived efficiency of the support team.<\/li>\n<li><strong>Average <a href=\"https:\/\/userpilot.com\/blog\/time-to-resolution\/\" target=\"_blank\" rel=\"noopener noreferrer\">resolution time<\/a><\/strong>: Measures the average time taken to fully resolve a customer\u2019s issue from the initial contact, reflecting the effectiveness of the support process in addressing user concerns.<\/li>\n<li><strong>First contact resolution rate<\/strong>: The percentage of support tickets resolved in the first interaction shows how effectively the support team can address issues without needing follow-ups, enhancing customer satisfaction.<\/li>\n<\/ul>\n<h2 id=\"9r1vb\">Conclusion<\/h2>\n<p>There are plenty of types of product support you can offer your customers to ensure that they get the support they need so they feel valued and get the greatest <a href=\"https:\/\/userpilot.com\/blog\/improve-product-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">product experience<\/a>.<\/p>\n<p><a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> is the perfect tool to help with creating in-app support experiences without coding. <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Book a demo now<\/a> to learn exactly how Userpilot can help your company.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Did you know that our client RecruitNow saved over 1,000 customer training hours a year by implementing a localized resource center coupled with onboarding flows? Great product support helps you cut on costs and make users happy, so in this article, we\u2019ll look at the various in-app support types and some best practices for you to follow.<\/p>\n","protected":false},"author":24,"featured_media":236030,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[25],"tags":[816,366,726,959,4965,6914,895,887,1314],"class_list":["post-236029","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success","tag-customer-service","tag-customer-support","tag-customer-support-saas","tag-onboarding-flows","tag-proactive-support","tag-product-support","tag-resource-center","tag-saas-self-service-support","tag-self-serve-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Product Support: Types &amp; Best Practices to Follow<\/title>\n<meta name=\"description\" content=\"Your product support can make or break your product. Follow these best practices to create the best customer experience possible.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/product-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Product Support: Types &amp; Best Practices to Follow\" \/>\n<meta property=\"og:description\" content=\"Your product support can make or break your product. 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