Support Search
Customer Self-Service

# Empower customers to find answers on their own

A self-service portal powered by intelligent search — so customers resolve issues independently, before they even consider raising a ticket. Faster for them. Less expensive for you. Better for everyone.

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All support solutions

69%

of customers prefer to resolve issues themselves before contacting support

40%

ticket reduction achieved by organisations with intelligent self-service portals

24/7

availability means customers get answers outside business hours without agent cost

## A portal that actually deflects tickets

Most self-service portals fail because they rely on navigation and browsing. Keyspider succeeds because customers can search — and immediately find what they need.

### Personalised search experience

Results adapt to each customer based on their product, history, and behaviour. Returning users see more relevant answers faster — without requiring them to refine their query.

### Accurate, ranked results

Intelligent ranking surfaces the most effective articles first. Autocomplete, as-you-type predictions, and synonym matching ensure customers find answers even with imperfect queries.

### One destination for all content

Unify knowledge base articles, community answers, FAQs, product documentation, and release notes into a single portal search. One bar — every answer.

### Available 24/7, zero wait time

Customers don't need to wait for agent availability. Self-service search provides instant answers around the clock — reducing after-hours ticket volume significantly.

## How to build your self-service portal

01

Aggregate all your support content

Connect knowledge bases, help centres, community forums, and documentation sites. Keyspider crawls and indexes everything into one searchable layer.

02

Personalise by customer segment

Configure results to filter by product, plan, or customer type. Enterprise users see enterprise content. Free-tier users see onboarding guides. No irrelevant results.

03

Deploy your branded portal

Use Keyspider's JS widget or headless API to build a self-service search experience that matches your brand — colours, fonts, and interaction patterns.

04

Reduce tickets, measure ROI

Track search-to-resolution rate and ticket deflection in the analytics dashboard. Quantify the exact cost savings your self-service portal is generating.

A fully branded self-service portal powered by Keyspider search

## Who uses self-service search

### End customers

Resolve billing queries, technical issues, and how-to questions on their own timeline — no hold times, no ticket queues.

### Partners & resellers

Access product knowledge, onboarding guides, and integration docs without burdening your support team with partner queries.

### Enterprise accounts

Serve large accounts with account-specific content and dedicated knowledge sections within the same portal infrastructure.

## Ready to give your users better answers?

AI Search, AI Assistant, and Workplace Search. Deployed in days, not months. See it live on your own content.

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