Becoming a Pro Guide to Setting Up Your Help Desk
You'll need to complete the following 8 steps:
Install the live chat for logged-in customers
Enable data tracking
Improve Unanswered Questions
Check out the Answers to Improve section
Write 50 Knowledge Base articles
Make your articles visible to customers
Set up Google Analytics for your Knowledge Base
Create a To-Do from the Inbox
Create custom actions
Step 1: Install the live chat for logged-in customers
Please note that you might need the assistance of a technical specialist to complete the following steps. You have to install a different type of script on your website. You'll find this in your Inbox Settings, under the Installation Guide. There, click on the Chat + CRM option and copy the script at the bottom. Then paste this code snippet before the closing body tag on every page when a customer is logged in to your application to load SAAS First's chat. However, please remember to replace all variables based on your customers' details. Then, you'll have a live chat that can send information about contact data, which you can check out in your CRM later.
Step 2: Enable Data Tracking
Now that the live chat is on your website, all you have to do is enable data tracking. Go to your Workspace settings, select the Events Tracking option, and activate the tracking options and event contents. And that's it. Now you're collecting data on your customers which you can later turn into valuable reports and analytics.
Step 3: Improve Unanswered Questions
Unfortunately, there can be questions the AI chatbot couldn't answer. Check out these under the AI chatbot, in the Train Milly section under Unanswered Questions. Once you click on any of them, the question will be asked again for the AI chatbot, and you'll be able to see whether it can answer it or not. If you're not satisfied with its answer, edit existing articles in the relevant snippets to include the info the AI chatbot needs for answering. Alternatively, you can write new Knowledge Base articles to train it in the Knowledge Base section. This way, you give it more and more to learn, and its answers will be better and better.
Step 4: Check out the Answers to Improve section
Check the conversations in your Inbox, and if you're not satisfied with their outcomes, mark these answers by clicking on the thumbs-down button and send them to the Answers to Improve section in Train Milly.
Here, you can ask these questions again, and just like before with the Unanswered Questions, you can edit the relevant Knowledge Base articles or write new ones to refine the replies. Continue with this progress until you reach the point where it can answer all the questions you want it to correctly.
Step 5: Write 50 Knowledge Base articles
The best way to achieve this is by creating at least 50 knowledge base articles the AI chatbot can learn from. Fill your Knowledge Base with articles about your business that will help your customer support. For example, write about common issues, usage methods, product descriptions, or anything that fits into your profile. Within your categories, create articles by clicking on the Add article button, and don’t forget to add the articles to Milly!
Step 6: Make your articles visible to customers
You just have to activate the visibility of your articles by clicking on the specific articles you want your customers to access, clicking on the Edit button, and turning on the toggle for the Visibility at the bottom.
Step 7: Set up Google Analytics for your Knowledge Base
Find the Knowledge Base settings, and within the General option, enter your Google Analytics tracking ID. Once it’s done, you’ll know much more about what your visitors are doing in your Knowledge Base.
Step 8: Create a To-Do from the Inbox
From every conversation, you can create a To Do list for yourself or for the Back office if there’s an issue they need to deal with. The To Do list will be created in the Board module, where you can track its progress any time you want.
Step 9: Create a custom action
You can set them up in your Customers Settings, under Custom actions.
These are basically API calls or links that help you manage your customers' accounts right from the inbox, without ever leaving SAAS First. These Custom Actions communicate with an external system, and can pass parameters to there.
