Release date: 10/24/2019 10pm PST.
This is our second release this month and we're continuing to enhance our suggestions, our new support SDK, and our proactive support offering.
Here’s what’s going live with this release:
Here are the details:
A support agent’s time is best utilized when they are helping customers solve issues rather than spending time on data entry. In an effort to reduce time to resolution, we are focusing on making the agent experience easier by providing more suggestions to them in real time.
With last month’s release we launched article search and suggestions inside an Issue as a step in this journey. With this release we are launching Product and Category suggestions which will further help the agent quickly categorize and tag Issues for the system to guide them to the correct solution.
Similar to our simple web chat configurator, we are releasing a configuration wizard for our Support SDK. The goal is to make it extremely simple for app developers to embed our SDK in any application (iOS or Android) within a few hours and have the benefits of the Boomtown platform available inside their own app.
To accomplish this, we have added a new 3-step configurator in Settings -> Channels for the users to select the appropriate appearance and routing options for their use case. The selection will generate a downloadable file that developers can easily embed in their application.
For additional information on Support SDK configuration, setup and embedding guidelines click here.
With this release we are simplifying the Customer and Issue/Work Order submission process by hiding the Sponsor Team field. This will automatically default to your organization behind the scenes so it will be one less field you need to complete.
Our universal Product Index is central to the Boomtown platform and tying proactive insights to the product index is critical for generating global product-level insights.
In this release, we have added cloud connectivity scans on the Product Record which will be available to all the products across the entire platform. (For example, a Clover Station product can have cloud connectivity scans for “Clover Cloud” (i.e. all the end points monitored here: https://status.cloversites.com/)).
This functionality enables us to set up multiple cloud connectivity scans on a product which will help us provide a more accurate status when monitoring a product. When a product goes offline it will now be easier to differentiate between local connectivity issues, WAN connectivity issues, and cloud connectivity issues and quickly identify the root-cause to reduce troubleshooting time.
We have some minor bug fixes and updates to improve overall usability.
As always, please email email@example.com if you have any questions.
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