Customer service is one of the biggest costs in any company. Every repeated question, every ticket you answer by hand - that's time you could have spent building your product. Over the past few months we've added tools to Sugester that genuinely cut that cost.
A classic search engine looks for keywords. A customer types "how to change password" and gets results containing those three words. The problem? Customers don't know which words to search for. They write "I can't log in" or "I forgot my details" - and the search comes up empty.
AI search works differently. It understands the question and looks for the answer inside the content of your articles. A customer asks "I don't remember my password" - and the AI finds the article about resetting a password, even though those exact words never appear in it.
The result? Fewer support requests. A customer who finds the answer on their own doesn't open a ticket. And that means your team can focus on the genuinely complex cases instead of answering the same questions over and over.
AI search also works inside the KB widget - that small help window you can embed on your own site. The customer doesn't even have to visit the knowledge base page.
Splitting customer service across email, chat and a contact form is a recipe for chaos. A customer sends an email, then calls, then writes on chat - and every time has to explain everything from scratch.
The new helpdesk module brings it all into one place. A ticket can start from an email, a form, chat, and recently from Facebook and Instagram too. Every request has a history - the agent sees all interactions with the customer in a single view.
On top of that, an AI assistant in the reply form - it drafts the response based on the context of the request. The agent clicks, edits and sends. A reply that used to take 5 minutes now takes 30 seconds.
If your team handles customers by phone, you know the pain: a separate app for calling, a separate CRM, separate notes. The new in-browser softphone brings it together - you make and take calls straight from the Sugester panel.
The system automatically pulls in call recordings and can transcribe them - after a call you have ready-made text you can search, attach to a ticket, or use as context for the next person on your team.
A new contextual hint mechanism. Small "?" icons appear next to forms, fields and buttons in the system - click one and a tooltip shows up with an explanation and a link to a knowledge base article. Instead of writing to support asking "what is the tax ID field", the user clicks "?" and sees the answer right away.
If you'd like to try these features with your own team - create a free account and see how it works in practice.
