How to Get Support Using the ARC Help Beacon

We’re excited to introduce new support options to better serve you! Our goal is to provide you with the utmost assistance, ensuring you get the help you need quickly and efficiently. Whether you prefer self-service or direct interaction, we have a solution for you.

Need help? The ARC Support Beacon offers multiple ways to get assistance. Simply click the ? in the top right corner of ARC to open the beacon and begin.

AI Answers

AI Answers instantly responds to common customer inquiries by leveraging Knowledge Base documents in Help Scout. This self-service option allows customers to get immediate answers without submitting a ticket or using chat. Best for quick, straightforward general questions that have documented answers. 

If the AI response doesn’t fully resolve the issue, the customer has the option to send an email or Live Chat (if available) for further assistance.

Examples:

• “How do I upgrade my client’s ad size?”
• “How does my client submit a print-ready ad?”
• “Can I talk about divorce in an editorial article?”

Best Practices:

• Use clear, concise language when typing your question. 
• Try rephrasing if AI Answers doesn’t return the expected result.
• Review the correlating Help Docs for more details.
• Don’t use vague or overly complex phrasing. 
• AI cannot answer personalized or account-specific inquiries.

Help Docs

Help Docs allows customers to search and access articles from the Knowledge Base directly within the Beacon. This feature enhances self-service by providing in-depth guidance on various topics. Best for general procedures and best practices.

Examples:

• “Client Onboarding Checklist”
• “Best Practices for Using Production Notes”
• “Managing Bad Debt”

Best Practices:

• Use specific keywords when searching for articles. 
• Review multiple articles if the first one doesn’t fully address your question. 
• Check back frequently for updates to documentation.
• Don’t skip searching before reaching out to support.

Customers can email the National Support Team to create a ticket when they need detailed assistance beyond what AI Answers or Help Docs can provide. Best for issues requiring account-specific details, troubleshooting, or personalized guidance.

Examples:

• Billing discrepancies or account changes.
• Technical support requiring diagnostics.
• Policy clarifications that need further review.

Best Practices:

• Provide all relevant details, including account info and issue specifics. 
• Attach screenshots or documents that can help clarify your request. 
• Allow time for a response, and check your email for updates. 
• Don’t send multiple emails for the same issue—this slows down resolution time.
• Questions that require escalation to different departments are best submitted as a ticket.

Live Chat

Live chat provides real-time support, making it the best option for urgent issues or complex inquiries that require immediate back-and-forth communication. Best for quick troubleshooting and interactive problem-solving.

Examples:

• A client is experiencing an urgent technical issue.
• Questions needing instant clarification.
• Immediate follow-ups on pending support tickets.

Best Practices:

• Keep messages clear and to the point to speed up resolution. 
• Have relevant information ready before starting the chat.
• Don’t use chat for lengthy or research-heavy inquiries, email is better for those.
• This is a LIVE chat, and our team is actively awaiting your responses. Please keep an eye on the chat for updates to ensure a smooth support experience.
• If there is no response within approximately 5 minutes, the conversation will be converted into a support ticket to continue via email.
• Avoid submitting a separate ticket for the same issue discussed in Live Chat. After the chat ends, you will receive an email transcript for reference.
• If you need to follow up, simply reply to the conversation receipt email to keep all communication in one place.