Introduction
If you've visited Buddy's Help Centre before September 2023, you will notice that it used to look different. Indeed, our team has just upgraded our Help Centre, and the new layout is one of the many improvements.
The updated Help Centre includes the following changes:
- Updated Layout
- Tailored Ticket Submission Forms
- Streamlined Ticket Management
- Optimised Article Search
- Reworked our Framework for Articles
Watch the following video from our Head of Customer Success for an overview of these changes:
Streamlined Ticket Management
Buddy offers free live chat and email support to all customers. Our agents have an efficient system to manage all our tickets and reply to our customers quickly and efficiently.
The "Requests" page will do the same for you: you can manage all your tickets. You will see the status of all pending tickets. You will know if our agents are "Awaiting Your Reply" or currently investigating.
With this view, you will also understand how our agents experience your tickets. For example, by creating different requests for different queries, our agents would be able to handle the two requests separately.
This is a win-win both for our agents and customers. Check out Managing Your Request in your Help Centre Profile for tips on how to effectively manage this.
Tailored Ticket Submission Forms
To improve the experience, we are introducing multiple request forms. This will tailor your experience based on what kind of assistance you need.
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Submit a Support Request
- Report an Issue
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Request Help with an Integration
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Submit a Billing Query
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Request a Support Callback
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Submit Feedback or Feature Request
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Declare Interest in Switching to Buddy
You can read more about these in our article: Submitting Requests from Help Centre
Optimising Article Search
We have introduced some minor changes to our articles to improve search features. Our articles are placed in one of five sections:
- General User Guide
- Employee User Guide
- Buddy Integrations
- Buddy Rulebook
- Announcements & Key Information
When using search, you can filter articles by category to increase the changes that you find the right article. With over 200+ articles available, a lot of information is available.
We hope our categorisation makes it simple enough for you to find the relevant information. Read more about this here: Browsing the Help Centre and Searching for Articles
Updated Framework for User Guides
Our team continuously updates articles and have updated our internal framework to ensure improvements.
One of the biggest changes you will notice is that most guides will indicate which plan you require for that feature. We have also created a new article to remove the guesswork and advise which is the best plan for you: Buddy's Subscription Plans: Discovering Which Plan to Choose
You will also notice minor changes, such as the inclusion of attachments (such as sample payslips) in relevant articles.
Your Feedback is Welcome
We thank you for your constant support! These changes are designed with our customers' experience in mind, so please send us feedback using our new Feedback Form if you have any suggestions!