Featurebase

Unify customer support, automate routine handling, and help teams resolve conversations with customer context and performance insights.

Help customers find answers independently through searchable, AI-enabled help articles and API documentation.

Centralize customer feedback, prioritize product opportunities using customer insights, and keep users informed as requests progress and ship.

Help teams onboard and engage users, announce releases, collect feedback, and proactively support customers through targeted in-product and email communications.

Give customers one branded place to find help, submit requests, follow roadmaps, and see product updates.

Multi-channel help desk and ticketing systems that centralize support, prevent agent collision, and streamline case resolution.

Products: Help Desk, Customer Portal

Capabilities to gather, centralize, and prioritize customer feedback with voting and commenting to drive data-informed product decisions and roadmap adjustments.

Products: Feedback, Customer Portal

Centralized knowledge repositories and AI-driven assistants that improve agent effectiveness and increase customer self-service resolution rates.

Products: Help Center, Customer Portal

In-product and cross-channel messaging to onboard, educate, guide, and re-engage users through product tours, targeted campaigns, and contextual prompts.

Products: Outbound

Help Desk

Featurebase Help Desk brings customer conversations from live chat, email, Slack, Microsoft Teams, and WhatsApp into one support inbox. Fibi AI answers questions using supplied knowledge, can take configured actions in connected systems, and hands complex cases to teammates with context. Teams can use workflows to route and manage conversations, apply SLAs, collect information, and create tickets. Customer and company details appear alongside conversations. Reporting covers support outcomes, response times, SLAs, teammate and AI performance, and customer satisfaction, with options to build, filter, export, and schedule reports.

Category: Customer Service Software

• Resolve Questions And Complete Support Tasks
  Use supplied knowledge to answer customer questions and configured actions to handle tasks in connected systems.
• Bring Every Support Channel Together
  Handle conversations from multiple customer support channels in one inbox, with the same support tools available across conversations.
• Control AI Responses And Hand Off With Context
  Set boundaries for AI responses and route conversations needing human attention to teammates with their context.
• Start And Direct Workflows By Configured Rules
  Use conversation events and customer or support context to start workflows and select the appropriate path.
• Route Conversations To The Right Team
  Direct conversations to configured teammates or teams based on channel, customer, conversation, and availability conditions.
• Monitor Support Activity
  Review support volume and outcomes across conversations, channels, workflows, and teammates.
• Research And Draft Replies Faster
  Give teammates conversation summaries, key details, and suggested responses in the inbox for review.
• Track Response Targets And Expectations
  Apply SLA policies to conversations and share expected reply times with customers.
• Turn Complex Conversations Into Trackable Tickets
  Create tickets from conversations, collect structured details, and track progress using configured statuses.
• Compare Teammate And AI Outcomes
  Review teammate activity and customer satisfaction alongside Fibi resolutions, handoffs, and performance over time.
• Monitor Response Times And SLAs
  Follow response and closure times alongside missed SLAs, with office hours taken into account.
• Compare Customer Satisfaction
  Review satisfaction scores across teammates, Fibi, channels, and plans.
• Build And Arrange Custom Support Reports
  Choose report templates or create custom reports, visualize metrics in multiple chart formats, and arrange charts for review.
• Filter And Inspect Support Data
  Focus report results on relevant attributes and explore the support information behind the metrics.
• Ask Questions About Support Data
  Use Claude or ChatGPT to ask about support performance using data from dashboard reports.
• See Customer Details Beside Conversations
  Keep customer and company information visible while handling support conversations.
• Find And Prioritize Important Conversations
  Use inbox views, filters, tags, and priority markers to organize conversations by customer, channel, status, or other conditions.
• Export And Schedule Reports
  Take report data outside Featurebase or schedule reports for email delivery.
• Automate Common Conversation Actions
  Use workflow steps to communicate with customers, collect information, organize conversations, manage timing, and update conversation state.
• Connect Support Cases To Engineering Work
  Link support cases with Jira issues, synchronize status updates, and keep customers informed about progress.

Help Center

Featurebase Help Center is a branded knowledge base where customers can find answers in help articles and API documentation. Customers can search articles or ask AI, while teams can publish public or private, multilingual content, embed a help widget, and use a custom domain. Help Center content includes article feedback, version history and rollback, SEO and LLM optimization, and automatic AI translations on eligible plans.

• Help Customers Find Answers Faster
  Let customers search help content or ask AI to locate information.
• Organize Answers By Topic
  Group articles into collections so customers can browse relevant answers by subject.
• Publish API Docs Alongside Help
  Bring API references and help articles together, with an interactive playground for API documentation.
• Match Help To Your Brand
  Use a custom domain and an embeddable help widget to make help content available in a branded experience.
• Control Who Can View Help
  Use private access, visitor authentication, and segmentation to control access to Help Center content.
• Reach Customers In More Languages
  Offer Help Center content in multiple languages and use automatic AI article translations.
• Restore Earlier Article Versions
  Review article version history and roll back content when needed.
• Improve Content Discoverability
  Use SEO and LLM-optimized Help Center content to support its discoverability.
• Collect Feedback On Articles
  Let customers react to and provide feedback on help articles.

Feedback

Featurebase Feedback helps teams collect customer requests, ideas, and bug reports from integrations, an in-app widget, and a public feedback portal. Teams can connect feedback signals to requests, identify trends, and prioritize opportunities using customer revenue, segments, filters, and AI analysis. Customers can vote and comment on requests, while public roadmaps, status updates, and notifications keep them informed as work progresses.

• Centralize Feedback From Customer Channels
  Bring feedback from integrations, an in-app widget, and a public portal together in one place for teams to review.
• Prioritize Requests With Customer Data
  Use customer revenue, segments, filters, AI analysis, and request impact information to identify opportunities.
• Keep Requesters Informed As Work Progresses
  Share request status changes and shipped work with relevant customers through email updates, changelogs, and roadmap updates.
• Surface Popular Requests Through Votes
  Let customers upvote and discuss requests so teams can see community interest and gather suggestions in comments.
• Connect Customer Insights To Requests
  Link feedback from different sources to requests and review supporting customer quotes to understand the need behind an idea.
• Show Customers Product Plans
  Publish roadmap items and statuses, control who can see each roadmap, and let users vote and comment on planned requests.
• Connect Feedback To Product Work
  Link customer requests to product-management work items, follow delivery progress, and keep users updated.
• Reduce Duplicate Feedback Requests
  Surface similar posts during submission and let teams merge duplicates to keep related feedback together.
• Keep Feedback Boards Organized
  Moderate submissions to help maintain organized customer feedback boards.

Outbound

Outbound helps teams proactively onboard, engage, and inform customers through targeted in-product messages, tours, surveys, updates, and email. Teams can combine tours, chats, emails, and banners into automated journeys; publish product updates across the app, website, and email; and collect customer feedback with surveys. Customer replies to messages reach the support inbox, where Fibi or the team can respond.

Category: Customer Engagement Software

• Coordinate Customer Communications Across Channels
  Bring tours, chats, emails, and banners together in automated journeys to deliver a connected customer experience.
• Guide Users Through Your Product
  Show new users product steps on your live site, then review step views, completions, and drop-offs.
• Share Product Updates Across Channels
  Publish releases to an updates page, in-product widgets, and customer inboxes; schedule announcements, target users, and send email notifications.
• Collect Customer Feedback In Your Product
  Ask customers established survey types or custom questions using ratings, text, multiple choice, and emoji formats.
• Engage Users Inside Your App
  Reach customers with in-app banners and chats, and handle their replies through Fibi or your team in the inbox.
• Reach Relevant Users With Surveys
  Set audience and page-context rules so surveys are shown to selected users at the right time and place.
• Measure Survey Results And Participation
  Track survey scores and participation, and review individual answers with the customer or company behind each response.
• Direct Users To Relevant Features
  Add contextual tips beside buttons or new features and link users to a guide.
• Engage Customers Through Targeted Emails
  Send email campaigns to selected customers to engage or re-engage them.
• Control Survey Timing And Frequency
  Schedule surveys around audience matching, fixed schedules, or repeated matches. Apply office hours and date limits, with a default 14-day gap between surveys for each person.
• Personalize Follow-Ups Based On Answers
  Use answers to determine which question or next step a respondent sees.
• Show Surveys In Customers’ Languages
  Create survey versions in more than 70 languages and let each customer see the survey in their own language.
• Export And Share Survey Responses
  Make survey data available through CSV downloads, the API, and MCP, or notify a Slack channel when new answers arrive.

Customer Portal

A branded customer-facing site that brings help content, feedback requests, roadmaps, and product updates together. Customers can find help articles, submit and follow requests, view product plans and updates, and track support ticket status. The portal can use a company's branding and domain and can be embedded in its product.

• Bring Customer Resources Together
  Give customers a single branded destination for help, feedback requests, roadmaps, and product updates.
• Find Help Articles Quickly
  Give customers access to help articles in the portal so they can look for answers in one place.
• Submit And Follow Requests
  Give customers a place to share feedback requests and keep track of them.
• View Roadmaps And Updates
  Let customers view product roadmaps and updates from the same branded destination where they find help and submit feedback.
• Submit And Track Support Tickets
  Enable customers to submit structured tickets and check their status through the customer-facing support experience.
• Embed The Portal In Your Product
  Make customer-facing resources available within your product by embedding them in the app.