Customer Service Teams

Put useful product answers within reach of customers and agents.

Built around your team. Connected through XDelivery.

A delivery experience for your team

Support the search before, during and after a conversation

A support conversation often starts with finding the right piece of information. XDelivery gives customers and service teams a shared place to look, with searchable technical content, audience permissions and stable links that keep helpful answers connected to the conversation.

Make self-service a practical first step

Help customers look for product information when they need it. Bring relevant guides, reference material and other technical content into a searchable portal, with metadata and filters that help them move from a broad question to a useful result.

Give agents a consistent reference point

Bring published information from different sources into one delivery experience. Agents can look for the same underlying technical guidance customers use, helping the team ground a response in the available documentation instead of assembling disconnected references.

Keep the next step easy to share

Stable content links let an agent point a customer to a relevant answer, even when the published content is updated. Audience permissions and multilingual delivery help you shape which information customers can access and in which language.

An example workflow

From a customer question to a shared answer

Start with the product question

A customer searches for the task or issue in the portal. Product and document filters, where configured, help narrow the available material to information relevant to that customer’s situation.

Find the supporting guidance

If the conversation reaches an agent, the agent looks up the relevant technical content. They check that the guidance matches the product context and is accessible to the customer.

Share a clear next step

The agent shares a stable link to the useful content and explains where to start. The customer can return to that reference while working through the documented guidance.

Illustrative workflow: configure the content, metadata, permissions and integrations for your organization.

Customer self-service

Build a help experience around the questions people ask

Customers may know the task they want to complete without knowing the title of a manual. Plan a portal that gives them several routes into the information: a search query, a familiar product category or a useful content filter. Bring published guidance together across formats so that a reference page and a supporting video can both play a role. Begin with common support scenarios, then review whether the words, categories and available languages make sense to the people using your products.

CUSTOMER

Search and narrow the results

AGENT

Find supporting guidance

SHARED LINK

Keep the reference connected

Connected support

Make documentation part of the service experience

XDelivery can provide a stand-alone documentation portal or integrate with an existing support site. That gives you a way to place technical information alongside the support experience customers already know. Define which material is public, which requires permission and how agents will share a reference during a conversation. Stable links support that handoff as content changes. The implementation discussion should cover your existing systems, audience groups and language requirements, with each integration scoped to the way your service team actually works.

Your questions, answered

Practical questions about your delivery experience

Can customers and agents use the same content?

XDelivery can centralize technical content for customers and service teams. Access still depends on the permissions you configure. Plan the shared material and any restricted information so agents know which references a customer will be able to open.

What happens to a shared link after an update?

XDelivery supports stable links after content updates. That helps an agent share a reference customers can return to. As part of implementation, confirm your content structure and update process so the link behavior fits your publishing workflow.

Can different customers see different information?

User permissions let you control content access for different audiences. Combine that planning with your language requirements to shape the customer experience. The specific audience groups, available translations and access rules should be agreed during implementation.

Do we need to replace our support site?

XDelivery can operate as a stand-alone portal or integrate with an existing support site. Start by reviewing where customers currently look for help, then scope the content delivery and access arrangements that suit that experience.

Let’s explore your requirements

Start with the questions your support team hears every day

Bring a few common customer questions and your current support journey. We’ll explore where a connected documentation experience could help.

Request a demo

Let’s talk about your content.

Tell us about your team, content and goals so we can focus the conversation on your delivery requirements.

Prefer email?
info@bluestream.com

Request your XDelivery demo

Read our Privacy Policy for information about how Bluestream handles your data.