Helpstream's Solutions Management module makes it easy to create, store and retrieve solution content of any type, simplifying the search and retrieval of relevant solutions. Helpstream provides one-stop access to information in any type of digital file (MS Word documents, multimedia files, Helpstream Interactive Checklists, PDF files, etc.) and from multiples sources (solution articles, community discussion forums, case histories, product documentation, sources across the Web, etc.). More than just a traditional text-based FAQ management system, Helpstream delivers the power of a document content management system to the customer service experience.

The easy-to-follow Interactive Checklists, a special type of solution article supported by Helpstream, guide users step-by-step through solution instructions while automatically tracking their progress. They let customer service representatives turn practically any set of instructions into a self-service activity that can be performed by users of any experience level. Customers can initiate Interactive Checklists on their own or they can be assigned by your service representatives and tracked as they are opened and completed. Customers can ask for help if they get stuck while following a checklist, allowing service representatives to step in and assist without forcing the customer to start all over from scratch.

This patent-pending Helpstream technology turns self service into a highly collaborative, guided experience for the customer while ensuring complete visibility into the problem resolution process. You no longer need to guess where in the process customers have difficulties. Interactive Checklist content is kept up-to-date via integrated end user feedback mechanisms and advanced version control features.

When combined with Helpstream’s Community module, the Solutions Management module makes it easy to take content originally created by the user community and turn it into solution articles. Customers and service representatives can provide feedback on each individual article to help keep them up to date and relevant and to help you identify which are the most valuable.