Hosted Customer Care – Help Center

Introduction

Hosted Customer Care is Cleeng’s embeddable support solution for digital subscription platforms. It combines a pre-built Help Center with access to a specialized human support team. This allows you to provide self-service options and expert assistance without building customer care operations in-house.

Key Benefits

Fast Setup: Go live in minutes using the pre-built embed.
Reduced Support Load: Enable self-service while still providing expert assistance for more complex issues.
Specialized Knowledge: Having supported the end users of major subscription services for over a decade, our team understands the nuances of subscription services, ensuring accurate and efficient support.
Enhanced Customer Experience: Keep subscribers satisfied with quick resolutions and easy access to information.
Scalable Solution: Adaptable to growing subscriber bases without the need to hire and train in-house teams.

Customer Care features

1. Pre-Built Help Center

Our embeddable Help Center is ready to use immediately and is specifically designed for digital subscription services. Key features include:

Subscription-Specific Categories: Covers common questions and issues related to payments, billing, subscription management, device access, content availability, and more.
Decade of Expertise: Content is curated based on over 10 years of experience supporting digital subscription services, ensuring relevance and accuracy.
Quick Activation: Embed the Help Center in your platform in minutes, with no technical overhead.
Customizable Appearance: Seamlessly integrate with your brand through configurable styling options.

2. Expert Human Support Team

While the Help Center empowers users with self-service, our trained human support specialists are available to handle more complex inquiries. Features include:

Digital Subscription Expertise: Our team is highly experienced in subscription operations, ensuring they can handle a wide variety of issues, from payment disputes to device troubleshooting.
Multi-Channel Support: Users can reach your support team via the embedded Help Center interface, providing a consistent experience across all touchpoints.
Seamless Escalation: Complex or technical cases are efficiently routed to our specialists, while routine queries are resolved quickly through self-service or standard support workflows.

How to embed the Customer Care Widget?

Embed the code
- Go to Cleeng Dashboard > Admin & Tools > Hosted Customer Flows.
- Select the Customer Care tab.
  
  Note: The preview on the right shows how the Help Center will appear to end users.
- Copy Container code.
- Place the code inside your <body> tag where you want the widget to be shown.

(Optional) Use widget message events
You can extend the functionality by listening to events from the Customer Care widget. For details, see the Customer Care Widget developer guide.

Note: The colors of the Customer Care widget are based on the colors set in the General Branding tab of the Hosted Customer Flows page. Learn more about customizing your web branding

Once embedded, the Customer Care widget is active immediately, providing your subscribers with a ready-to-use Help Center and access to Cleeng’s expert support team.