Assistance relating to a software application is a range of services provided to users. These services help customers effectively use the software, troubleshoot issues, and understand its features. For example, an application that malfunctions after an operating system update often necessitates users seeking external help to restore functionality.
Effective assistance ensures user satisfaction and encourages continued application usage. Historically, such assistance was limited to manuals and phone calls. Today, it encompasses a variety of channels, including online knowledge bases, email correspondence, in-app chat, and community forums, which reflect advancements in customer service and technology.