Reduce support tickets by showing the button
“Where do I change my billing email?” costs your team a reply and your user a day. Pepper answers it on the page, by walking to the button.
The “how do I…” tax
Look at last month’s tickets and count the ones whose honest answer is a location: a menu, a tab, a button. In many apps there are more of them than you would expect, and they are a frustrating kind on both sides, because the feature exists and the user simply could not find it.
A help article helps only if the user reads it, maps the screenshots to their screen, and the screenshots are still current. A chatbot that answers in text has the same problem with one more step.
Pepper skips the translation. The user says what they want, and Pepper walks to the control on the screen they are already looking at.
Where it pays off first
Settings and admin
Permissions, billing details, SSO, notification rules, API keys. Rarely visited, often asked about.
Documents and exports
Invoices, statements, reports, tax forms. People need them a few times a year and never remember where they live.
Multi-step tasks
Anything with a wizard or a sequence of pages, where users drop off halfway and email you instead.
How to measure it honestly
Ticket deflection is easy to overclaim. A fair way to measure it on your own data:
- Tag a month of tickets as “location questions” (the answer is a place in the app) or not.
- Install Wayhint on the pages those tickets are about.
- Compare the weekly rate of location tickets per active user, before and after, and watch that other ticket types stay flat.
We don’t publish a deflection percentage because we don’t have customers’ numbers yet, and yours will depend on your app. Our guide to measuring the how-do-I tax goes deeper.
What your support team gets
- Fewer tickets that are really navigation questions.
- A guide that matches the current UI on release day, with no articles to re-screenshot.
- A link they can send: your own button that calls
Wayhint.ask("…")starts Pepper on the exact goal.
Also see onboarding, how it works and pricing.
Let Pepper take it from here.
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