An agent stuck in the help desk or an internal tool types “how do I escalate this?” and Guidely walks them through it right on the page — spotlighting the button, prompting “now you try.” They get productive faster and aren't blocked waiting on a senior rep. And every answer can become a guide you share with the rest of the team.
The problem is always the same: the help isn't where the agent is stuck.
You wrote 200 articles. Users search "export report", get 15 results, pick the wrong one, and file a ticket anyway.
More articles = more confusion = more tickets.
You paste the same 8-step reply. They reply: "Which dropdown? I don't see it." Screenshot. Reply. Clarify. 15 min per ticket.
Canned responses create follow-up tickets.
Users see the portal. They see the search bar. They type their question. They give up and file a ticket. Self-service is only self-service if people use it.
You built the portal. They ignored it.
It's not just annoying. It's expensive.
"How do I" tickets per week
50Average resolution time
8 minWeekly time spent
6.7 hoursAnnual time spent (x 52 weeks)
347 hours~$8,700/year
That's a part-time employee answering the same 10 questions. At $25/hr, 347 hours of “where do I click.”
With Guidely, the agent just asks on the page and gets walked through it live.
No reply to type. No ticket to resolve. The question answers itself.
The big idea
When an agent gets stuck, they shouldn't have to leave the tool, search a KB, or ping a senior rep. They ask right where they are, and Guidely walks them through it live on the screen. They learn by doing — and the best answers become guides the whole team can follow.
Stuck mid-ticket in the help desk or an internal tool? The agent types "how do I issue a refund?" into Guidely — no waiting on a senior rep, no digging through the KB.
It spotlights the exact button, prompts "now you try," and waits for the real click before moving on. They learn by doing, on the real screen, in the moment they're stuck.
Save the walkthroughs your team asks for most and push them to everyone's extension. New agents ramp faster, and the same question never blocks anyone again.
12 new tickets. 10 are "how do I." You start copy-pasting replies.
"Which button? Can you screenshot?" You screenshot, annotate, reply.
Screen share request. 20 minutes to walk someone through 6 clicks.
Same question from another department. Word for word.
You've resolved 6 tickets. All were the same 3 questions.
An agent hits a "how do I" wall mid-ticket. They ask Guidely on the page.
Guidely walks them through it live — spotlight, "now you try." Unblocked, no escalation.
Your new hires self-serve the same way. The senior reps stay focused.
You save the most-asked walkthroughs as guides and push them to the team.
We've heard them all. Here's the honest answer.
"We already have a knowledge base."
Your KB requires users to leave the tool, search, find the right article, and follow along. Guidely shows them the steps on the tool they're already looking at. Zero friction.
"Our users won't install an extension."
IT pushes it via Chrome Enterprise. Users don't install anything — guides just appear. Or share guide links — they work without the extension.
"We need ticket tracking and SLAs."
Guidely doesn't replace your ticketing system. It reduces the tickets that hit it. Fewer "how do I" tickets = more bandwidth for real issues = better SLA performance.
"Enterprise tools like WalkMe do this."
For $50K/year and months of setup. You're a support team trying to survive Monday morning. Guidely is free, your agents can ask and get guided live today, and there's nothing to integrate.
Install Guidely and your team asks right on the page — guided live, on the real tool. Then turn the best answers into guides everyone can follow.
Add to Chrome — it's freearrow_forwardFree. AI-powered. 30 seconds. No credit card.