- Wed 21:25Is CRM record pop-up supported?
- support closes19:00
- Wed 13:51In which version did two-factor authentication arrive?
- Sun 17:12How do I remove a mobile device in the admin console?
- Wed 23:19What does company import-export cover?
- Sat 08:16Where is the doc on the provisioning token?
- Tue 19:54How do I handle API authentication?
Case study: 1,242 conversations between a European software vendor's partners and its portal assistant, analysed over six months.
Try it on your documentationSupport closed.Chatbot open.
The starting point
Partners install the solution for their customers. Support answers their tickets on weekdays, 9am to 7pm.
- questions asked
- 3,167
- median response time
- 7 s
- users at the partners
- ~150
- setup: the assistant reads the existing documents
- 0
To do their job, they use a portal holding several hundred documents: administration and user guides, release notes, datasheets, lists of compatible hardware, for several product versions, in French and English. Outside business hours, an on-call service only handles blocking incidents. And this is B2B: while the partner waits, its own customer waits too.
Since May 2026, the portal includes an Ask This Guy product support assistant. Nothing was configured by hand: no questions and answers to write, no scenarios to build. The assistant feeds on the documents already published on the portal and updates with them, with no time spent by the vendor's teams. It answers in the partner's language, cites its sources and, when the information is missing, says so and points to the ticket portal. The principles of this kind of project are covered in our product chatbot guide.
One question, one sourced answer
Three typical exchanges, rebuilt and anonymised. Pick a question.
Is CRM record pop-up supported?
Portal assistant
Yes, for the CRMs listed in the integration guide. The contact's record opens as soon as its identifier is recognised. For a CRM not on the list, the guide describes opening a custom URL.
Sources
- CRM integration guide
- List of compatible CRMs
- Release notes 3.0
89% of the answers cite at least one document, four at the median. The partner checks the original page before applying it at its customer.
When support is closed
18%
of the questions arrive in the evening, at night or at weekends.
For the 189 conversations started in those slots, the wait until support opened would have been 7 hours at the median, and 9 in 10 were not on-call matters.
The partner answers its customer right away instead of keeping it waiting: at the end of the chain, it is the end customer's satisfaction that benefits.
Questions by hour of the day
21:00
72 questions asked between 21:00 and 22:00
Support closed: the partner would have waited 12 h, until 9am.
Six months of questions, 12 May to 10 November 2026, all days together, Paris time. Support opens on weekdays from 9am to 7pm; at weekends (2% of conversations), only the on-call service answers.
Few standard questions
- two-factor authentication
- CRM connector
- release notes
- directory import
- provisioning token
- SSO
- Teams integration
- statistics export
- admin rights
- compatible hardware
- REST API
- webhooks
- data retention
The most cited document appears in only 13% of conversations, it takes 58 documents to cover half of the citations, and 230 were used only once. That is typical of complex B2B products.
Without a chatbot, each question takes either a support engineer, which is expensive, or a search through hundreds of documents: time lost, or a partner left without an answer.
What partners ask
Six intents, grouped by what a partner would have done without a chatbot.
75%
- Understand35%
- Configure30%
- Check10%
Without a chatbot: Read the documentation end to end, or wait for a training session.
With the chatbot: The precise answer, in the context of the question: more effective, and far less time spent.
13%
- Find
Without a chatbot: Browse the portal page by page, or use a search engine that does not read inside the documents.
With the chatbot: The right document, cited, in seconds: that was time lost, with nothing in return.
5%
- Diagnose
Without a chatbot: Open a ticket, then wait for support.
With the chatbot: A first analysis right away: time saved for the vendor's support, and a partner who moves on at once.
4%
- Sell
Without a chatbot: Call their sales contact at the vendor, which few partners do for a one-off question.
With the chatbot: A pitch or a customer answer, ready on the spot: immediate sales effectiveness.
Here, the chatbot takes nobody's job. It cuts direct costs, but its strongest effect is better service, for partners and their customers alike.
Partners dig deeper: 2.6 questions per conversation on average, 3.4 for a diagnosis. They also have it draft support tickets, answers to tenders or security questionnaires, and sales pitches for their customers.
By topic: platform administration 22%, integrations and API 19%, core product features 18%, compatible hardware and rollout 14%, end-user applications 11%, data and reports 9%, commercial offer 4%.
Intent and topic of each conversation classified with the help of a language model, on the first usable question. The rest (3%): tests and off-topic, including a few test conversations by the project team. Rounded percentages.
And your doc, at 9 pm?
We connect the assistant to your existing documentation, then look with you at what your users actually ask.
How do I enable two-factor authentication for a customer?
21:04
In the admin console, under Security. Here is the procedure, with its three sources.