Help customers find answers before they need to contact support.

Customers need help when your team is busy

A customer with a stopped machine may only need a fault-code explanation, the correct manual, or a replacement part number. But if that information is difficult to find, the customer opens a ticket or calls a technician.

Your support team then spends time answering questions that the company has already documented.

Opero gives customers a self-service support site under your own brand. They ask a question in their own words and receive an answer from the documents you have approved. When the question needs a person, the portal can open a support case with the conversation and relevant product details already attached.

It looks like part of your company

The portal uses your domain, logo, colours, and wording. Customers see your company in the browser and throughout the experience.

Behind the page, Opero searches the same manuals, service bulletins, and product information available to your internal support team. Each answer links back to its source so the customer can check it.

Customers only see what they are allowed to see

Not every customer should have access to the same information. A customer with a service contract may see detailed diagnostics and service history. A warranty customer may see troubleshooting and parts ordering but not pricing.

The portal uses the customer accounts and access levels you already maintain. Customers sign in with their existing account, and Opero applies the correct permissions to every answer and action.

Each customer company’s information remains separate. One customer’s questions, documents, and history are not used when answering another customer.

Example: a fault code at the start of a shift

A workshop manager sees fault code E-12 on a compact excavator at 06:45. Instead of waiting for the dealer support line to open, they scan the QR code on the machine.

The support portal opens on their phone and identifies the correct machine model. They enter the fault code. Opero finds the current service bulletin and returns:

• What the code means
• The checks to perform
• The relevant wiring diagram
• The correct part when a replacement is needed

If the problem cannot be solved safely through self-service, the portal opens a support case and includes the machine, fault code, conversation, and sources already checked. The technician starts with useful context instead of asking the customer to repeat everything.

Let customers complete simple next steps

You choose what customers may do in the portal. Depending on their access, they can:

• Ask questions about products and service procedures
• Open a support case
• Register a warranty issue
• Check whether a part fits their machine
• Request or place a parts order

Actions involving cost, warranty approval, or safety can be sent to a person for confirmation.

Learn where support information is missing

The dashboard shows which subjects customers ask about, which questions Opero cannot answer, and which documents are used most often. It does not expose customer conversations to other customers.

Repeated unanswered questions show where a manual, support article, or training resource may need improvement. This helps the support team fix the underlying information gap, not only close the next ticket.

Proven with Nize Equipment

Nize Equipment first gave its internal team the Knowledge Agent. Within 90 days, escalations to senior support specialists dropped by 60%. The next step was giving customers access to the same approved knowledge before they opened a ticket.

Read the Nize Equipment case study.

What it connects to

The portal can use your existing customer login, send unresolved questions to your service-management system, and check parts, warranty, and order information in your ERP.

See the full list at Integrations.

Where to look next

• Knowledge Agent — how Opero finds and cites answers from company documents.
• Construction and material handling — support patterns for dealers and equipment companies.
• Customer service use case — where AI can remove repetitive work from the support queue.