Release date: 10/03/2019 10pm PST.
Great customer experiences are created when everything is in one place. A customer can ask a question wherever they are and agents can access knowledge and respond all from a single space. When this happens, customers get answers faster and support teams are more powerful and effective. This month we're launching a few updates to help you create these exceptional experiences.
Here’s what’s going live on Thursday:
Here are the details:
In an effort to bring more relevant information to support teams and not make them go search for answers in other systems, we’re introducing the ability to access your knowledge base articles without leaving the Issue you are working on. We are launching two updates with this release - article search and article suggestions.
You can now search your knowledge base without leaving your Issue by clicking a new ‘Search Articles’ button next to the Articles field.
A knowledge modal will slide in from the right side of screen that will display article results (similar to searching your public knowledge base). When you search for articles from an Issue, the Category and Product tags on the issue will be automatically added as search filters to help you quickly sort through results and reduce duplicate data entry. You can then type into the search bar to further refine the results (or you can remove the tags to broaden the search).
In addition to being able to manually search articles from an Issue, we also added a new type of suggestion that automatically recommends articles based on the context of the issue.
These suggestions look at the conversation, categories, products, source, name, notes, and other aspects of the Issue to make the best possible suggestions.
These suggestions will appear in the conversation panel. When you click on the action button (e.g. the “View (4) articles” button seen below), it will open the article panel from the right, populated with the suggested articles.
After you click into an article to view it, you can select the “Add to Issue & Copy URL” button to add the article to the “Articles” field on the Issue and copy the URL to your clipboard so you can easily share it with a customer.
For additional information on how to switch on/off these suggestions for your organization click here.
Supporting customers where they already are without them having to change applications or platforms creates better and more seamless customer experiences.
Considering this, we have launched a new Support SDK (for iOS and Android), which can be embedded into any application to provide in-app chat, support automation, and more.
Over the coming months we will be updating the Support SDK to support single-sign-on for customers. We will also be integrating Teamviewer (Android only) and Proactive (Android and iOS) into the SDK.
For additional information on Support SDK click here.
As always, please email firstname.lastname@example.org if you have any questions.
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